Travel & hospitality
From developing new guest experiences to improving customer and staff loyalty, our work with travel and hospitality brands has led to developing digital experiences – inside and out – that drive commercial value.
We’ve helped the likes of Fred. Olsen Cruise Lines envision a more engaging and effective digital estate, MGM casinos in China to reimagine their loyalty programme, and we’ve helped the Senior Management teams at IBIS and Accor Hotels understand what it takes to be the best in the economy hotel space.
And amidst an intensely competitive market where the experience delivers on a company’s brand promise, we’ve developed new brand positioning, helping organisations such as Geneve.com and S7 Airlines align digital offers with brand repositioning.
Some of the organisations we’ve worked with
Designing a local guide to an international city.
Featured projects
Some of our experience in Travel & Hospitality
Fred. Olsen: Reimagining the digital experience to inspire travellers to return
Against the backdrop of the pandemic and uncertainty across the travel sector, Fred. Olsen Cruise Lines asked ELSE to reimagine their digital experienceto help them acquire new customers, and inspire travellers to return.
Our approach included introducing a more attractive and engaging visual language to the site, re-designing the navigation structure and visual language, and improving data capture opportunities. Through a tactical, sprint-based programme we tackled simpler improvements that would have disproportionally high impact. We’re happy to say those small changes have delivered significant targeted growth while the project overall earned us a silver DBA Design Effectiveness Award.
MGM: Redefining Loyalty for MGM China
ELSE worked with MGM Casino in China, an impressive five-star resort on the island of Macau, on redefining their customer loyalty programme, called M-Life. The loyalty proposition was completely overhauled from gifts and points towards a focus on unique experiences.
At the same time, we looked at how staff are enabled to deliver remarkable hospitality to guests. By helping MGM staff better understand their performance, they were able to ensure the service they provided was as good as it could be.
Visit Geneva: The local guide to an international city
Geneva Tourism wanted to go above and beyond other tourism website experiences — to do more to open the door to their city through local experts and unique insights. In order to do this the experience shifted from one of promotion to one that invites people to discover the unique aspects of the city and its surroundings in a far more inspiring way.
The new site design allows Geneve.com to gather behavioural data and in turn offer a far greater and more personalised experience for a more diverse range of visitors.
S7 Airlines: Friction-free flight booking
S7 Airlines is Russia’s biggest airline and part of the Oneworld alliance. ELSE was brought in to re-design S7’s online booking system, working across both web and mobile, and to optimise the booking experience while reflecting the airline’s new brand positioning.
The redesigned booking process resulted in a seamless experience, one where visual design is there to aid clarity and understanding, to help the user to make the right decisions and travel through the process with ease. It resulted in conversions increasing by 40% and a 76% increase in online revenues.
IBIS Hotels: Defining the economy hotel benchmark
ELSE worked with the IBIS Hotels and the Accor Group senior management teams to discover what they can do to deliver a best-in-class experience for their guests and what the benchmark looks like across the guest experience in the economy hotels sector. Through a range of interviews and workshops, we outlined a blueprint for how IBIS could improve the guest experience. The project’s aim was about staying ahead of the game and corralling their teams around a roadmap for change across staff and guest experiences.
