CLASS ACTIVITY PRESENTATION

TOURISM &
HOSPITALITY
INDUSTRY

GROUP 2
ABHISHEK M064-22
MANISH PRAKASH DUNGDUNG M022-22
PARUL GUPTA BA032-22
ROHIT CHENNEESVAR K S M103-22
 CONCEPT OF QUESTION ZERO

According to Herman Leonard, crux of any given problem can be reached using question
zero & there are five ways through which we can answer question zero,

Zoom Out, Set your

Think about Think about Improve as
Humanize It Find your Expectations
Time your Team you Go
Narrative Right

By empathising with Creating a powerful use creative once we decide on First solution is Consistently
customers, we can narrative around the methods to what problem are we always not the right improving over the
build better intended use of empathize with working on, then this solution, use it as a long run will help
products and products and users to create a is the next step were draft to move businesses sustain
services that can services can help the seamless experience we decide whom do forward. Move faster,
solve the problems firms reach the for them we want to join with fail quickly and learn
of customers customers better in order to build a from customers
seamless experience feedback
for users
 KEY INSIGHTS

COVID-19 Impact on Changing Customer Digital

Safety and Hygiene Sustainability
Travel and Tourism Expectations Transformation
Increasing pressure to
Crucial for both adopt sustainable
Lockdowns, travel Travelers' expectations The industry needs to
tourists and staff in practices
restrictions, and health are changing embrace digital
hotels, restaurants, and Accor, Marriott, Radisson,
concerns Prioritize contactless technologies to enhance
tourist destinations Hilton and Hyatt,
Reduced tourism experiences, customer experiences,
Effective protocols and announced for setting
activity, hotel personalized services, streamline operations,
ensuring compliance new ambitious net-zero
occupancy, and and authentic and and enable online
can be a challenge targets for 2030 to 2050
revenue loss sustainable travel bookings and
options in line with the Paris transactions
Agreement

Infrastructure and Ensuring good infrastructure and connectivity in remote and less developed tourist
destinations is a challenge
Connectivity
Skilled workforce.
Skill Development Designing effective training programs and attracting talent to the sector can be challenging.

Natural disasters, political instability, and security concerns can impact the tourism industry
Crisis Management Developing strategies for effective crisis management is essential

Regulations and Navigating complex regulatory environments and policies at local, national, and international
levels can be difficult.
Policies
 PAIN POINTS

DEFINED
Government
Travelers /
Travelers Hospitality
and Regulatory
PROBLEM
customers Businesses
Bodies
Inefficient booking Negative online reviews Difficulty in managing
processes and lack of affecting reputation and and regulating tourism's
personalization. trust. impact on local
Language barriers, High operational costs ecosystems and How might we design a holistic and
cultural disconnect, and and low revenue during infrastructure. sustainable tourism and hospitality
overwhelming off-peak seasons. Balancing tourism
ecosystem that fosters personalized,
information. Resistance to adopting growth with
inclusive, and responsible travel experiences
Safety concerns, new technologies and environmental
especially post- updating infrastructure. preservation and local
pandemic. Staff burnout due to needs.
Lack of accessibility for high-pressure periods Ensuring compliance
individuals with with safety and health
disabilities. regulations, especially
Sustainability concerns during crises.
and negative
environmental impact
 DESIGN THINKING IN TOURISM AND HOSPITALITY
EMPATHIZE
Understand the traveler's
perspective: Begin by
empathizing with tourists
and hospitality guests.
Conduct surveys, interviews,
and observe their behaviors
into their
to gain insights
needs, preferences, and
pain points.
addressing sustainability
Persona development:
Create customer personas
to represent different types
of travelers, such as
business travelers, families,
adventure seekers, and
luxury tourists. This helps in
understanding their unique
requirements.
DEFINE
Problem statement: Clearly
define the problem or
challenge based on the
insights gathered during
the empathy phase. For
example, it could be
improving the hotel check-
in process, enhancing the
local tourist experience, or
Storyboarding: Use visual
concerns.
User stories: Create user
stories that describe
specific scenarios and use
cases related to the
defined problem.
IDEATE
Brainstorming sessions:
Gather a cross-functional
team to brainstorm
creative solutions to the
defined problem.
Encourage free thinking
and generate a wide
range of ideas.
feedback from real
techniques like
storyboarding to illustrate
potential solutions and
how they would benefit
travelers and the
hospitality industry.
PROTOTYPE TEST
Create prototypes: Build Iterate based on
low-cost, low-fidelity feedback: Refine the
prototypes of the most prototypes and solutions
promising ideas. These based on the feedback
could be physical models, received during testing.
digital mockups, or even This may involve several
process flowcharts. rounds of testing and
refinement.
Test with users: Collect
Measure impact: Assess
travelers and guests by the impact of the
letting them interact with proposed solutions on
the prototypes. This step improving the tourist
helps identify the experience and the
strengths and weaknesses hospitality industry.
of the solutions. Collect data and metrics
to evaluate the success.
 REAL LIFE EXAMPLES

Airbnb: They emphasize user-centered design, which allows hosts to craft unique listings
01 and travelers to find personalized accommodations. Airbnb's platform itself is a testament
to design thinking principles of user empathy and continuous iteration.

The Oberoi Group:Multiple pilot programs and solutions created for retention of young
02 employees, enhancing a guest’s luxury experience with the hotel and creating
competitive Sales and User Experience strategies to beat competition in the Luxury
Hospitality segment.

NoMad Hotels: Nomad Hotels successfully differentiated themselves by offering more than
03
just accommodations and “feel at home” approach created a powerful narrative about
solving a real human need . This approach not only increased guest satisfaction and loyalty
but also generated positive word-of-mouth marketing and social media buzz.