SERVICE DESIGN FOR TOURISM SECTOR 

ROLE: SERVICE DEISGN CONSULTANT & SENIOR PROJECT MANAGER 

LONDON / OSLO / KRAKOW

For a number of years I have been working as a consultant for the travel sector including for a high-end travel agency, Planet Escape, offering tailored experiences and unique destination travel packages, as well as for well known tourism portals in Scandinavia. Designing client experiences is vital for the travel industry, especially when travelling has been severely disrupted by the recent pandemic and travel restrictions often change with little notice. Service design can help optimise your service model, provide required training and knowledge to your customer service teams,  as well as design the right content for your target audience. Service design helps also to optimise how customer insights are collected, analysed and turned into measurable actions improving overall end-to-end customer experience.

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Visitnorway.com and visitoslo.com are multi-language travel portals and online getaway for Norway and its capital city, based on EpiServer CMS solution. While working for the Norwegian international design and technology consulting company Making Waves, I was responsible for leading the two projects re-designing the two portals and delivering multi-language and multi-media content based on tailored user journey to each of the target market. Both projects were based on the design thinking approach with close involvement from the client and informed by thorough user research across key portal markets: UK, US, Germany, Scandinavia, Spain, France and Eastern Europe.