LOW/NO TECH EXPERIENCE AUDITS

Easing the Guest Feedback Experience

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The Challenge

Apple Leisure Group (ALG) wanted to evaluate new upcoming package experiences for its newly launched brand, Beachbound. ALG asked LIVE to enhance the current package evaluation framework for its Health & Wellness and Family packages, and provide recommendations that can improve the Beachbound experience for guests.

The Experience Solution

In an effort to NOT overwhelm the guests who participated in this study, MMR LIVE adapted the feedback process to embrace low/no tech channels for providing opinions: SMS texts, a workbook for journaling daily notes and nightly phone calls for quick recaps. This allowed ALG to compare guest feedback across channels. The notebooks also allowed all members of a traveling party to give feedback, even kids.

The LIVE Impact

By designing a low/no tech approach, LIVE ran a successful pilot test that compared results from self-guided and moderated research. This minimized the disruption and made the feedback process easier for ALG study participants to provide their opinions. It also reduced the dependency on technology, an important improvement in understanding the travel experience, yet still provided rich detail for ALG to optimize the Beachbound package experiences.

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