Moments of Delight
Customer-centric Digital Experience
year
2022
client
The Ivy Collection
The Challenge
The Ivy Collection, a century-old dining institution with 41 establishments in the UK and Ireland, partnered with Radical Path in 2022 to revamp its digital presence, aiming to pioneer the hospitality industry with an innovative digital proposition focused on revenue growth, customer acquisition, and an enhanced guest experience.
Our Solution
The Ivy Collection, recognising the need for a comprehensive understanding of customer needs and an improved tech stack, collaborated with Radical Path to conduct a thorough analysis of guest expectations, leading to insights that informed the design of a customer-centric digital experience.
By developing the role of a new app and core features, that address administrative aspects and enhance the overall guest experience, The Ivy Collection aims to set new benchmarks in digital hospitality through a focus on functionality, consistency, and personalised moments of delight.
Deliverables
Journey & Friction Maps
Insights Report
Persona Behavioural Archetypes
CX Touchpoints & Vision (Low & High fidelity)
Functional prototype (High-fidelity)
Markets
UK & Ireland
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