2025
WAYFINDING
BEYOND THE SCREEN
From frustrated driver to welcomed guest. A strategic touchpoint optimization that removes the primary stress factor of the stay before the guest even reaches the counter.
BRAND
MOTEL ONE
CX STRATEGY
1 WEEK
Digital maps are great for driving, but poor for comparing. Guests were driving blind, unsure which garage was the best option, leading to wasted time circling the block.
This friction spilled over to the front desk. Staff spent valuable time repeating the same complex directions, acting as human GPS rather than hospitality hosts.
Each parking card features a prominent QR code. This isn't just a link to a website; it triggers the user's native map app with the exact coordinates of the garage entrance pre-loaded.
This removes the error-prone step of typing addresses manually. It creates a seamless interaction that respects the user's preference for their own device and apps.
The cards show: Capacity, Opening Hours, Navigation Address, Features, and Price for comparison.
The color coding distinguishes between "Hotel" and "Parking Spot" to reduce visual processing time.
*Impact assessment based on qualitative reports from the Motel One front-desk staff.
