In this episode, Geoff Wilson is joined by Kim Goodwin to take the covers off hotel experiences and see what’s lurking behind the closet doors. We’re going beyond website bookings and into room design, amenities, #hotelhacks, and of course checking in and out. You don’t have to go home, but you can’t stay here.

Kim Goodwin is the author of the best-selling book, “Designing for the Digital Age: How to Create Human-Centred Products and Services”, and has been working and and teaching user research and design for over twenty years.

Covered in this episode:
💡 Where does all the service experience interruptions, discrimination, and creepiness come from?
💡 What happens if marketing doesn’t set the right customer expectations?
💡 How can team diversity improve the customers' experience?
💡 Why does the staff experience deserve equal design attention?
💡 How does a brand create superfans?

Originally recorded on 14 July 2021.

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Hosted by Geoff Wilson (https://geoffwilsonhcd.com)
You can find and follow Kim Goodwin on LinkedIn
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Intro and Outro tracks:
Music by 8er41 from Pixabay 
Small Group Walla by Corsica S on Free Music Archive