Workshop Sessions
Our objective and our role for this two-day workshop was to understand Blue Lagoon's needs and gather info about context, vision & risks. Encourage the BL team to align on the value proposition for services and digital user experience. Promote an approach based on thinking from the users' perspective (front-end) while optimizing back-end operations.
Design Thinking
Strategic Design
Service Design
User-Centered Design
Iceland!
It was the first time in Iceland for the DGI UX & Service Design team. We worked in a wonderful and iconic place–the Blue Lagoon. The backdrop for many of our meeting spaces were the incredible landscapes that has made the place so world-renowned. An incredible experience. Awesome!
Before the visit
The methodology behind DGI's effort comes from Design Thinking.
We crafted the tools for this BL deep dive ad-hoc, starting from a specific research activity.
Everything began weeks in advance in Italy. The joint DGI and BL team executed much relevant work, in order to be better prepared for our time together in Iceland.
Desktop research / Spa website best practice and common habits
Blue Lagoon Content Analysis (Actual website has more than 400 pages!)
Website and ecommerce logs analysis
Desktop “Voice of Customer” according TripAdvisor and other sources
Discussing website pain points and Blue Lagoon goals
Content deep dive (Exploring content / Storytelling)
We also explored IT aspects, including:
Identification Tool / fidelity card / other tools for returning visitors
Online Customer care integration
Social / Online contact center
Mobile First discussion
Booking
Skin care E-Commerce
Immersion in the Blue Lagoon experience
During our trip we visited the Moss Hotel & Lava Cove under construction, the existing Silica Hotel and enjoyed the BL Spa, collecting information about customer behaviour, the most critical touchpoints (check in / check out) and had many conversations with BL staff.
Moss Hotel construction site
Lava Cove construction site
Blue Lagoon Spa
Silica Hotel
Moments
Working together in a team was an effective (and fun!) way to learn about the Blue Lagoon universe, sharing information and reaching a common vision for many complex challenges.
20
Blue Lagoon Participants
14
Tools
+99
Cups of Coffee
~700
Post-its
Day 1: IT & Service Workshop
The objective was to explore the customer experience from a service delivery perspective, as a timeline of touch points and interactions. The aim was to identify key ideas and possible critical points in the customer journey. Themes included customer persona types, staffing requirements, and technology needs.
