designING Your BRAND Journey

I HELP YOU leverage the power of good design to create an unforgettable customer experience.

A well designed guest journey is measurable, knowing how

can make all the difference to your business.

my services

  • impact of design

    I will help you to make better
    business decisions.

  • concept & branding

    I will define and answer your most strategic business questions.

  • operational excellence

    I will audit your operation and together we will define a seamless experience.

i work with clients on both a project and ongoing basis, and my services centre on creating unforgettable customer experiences for hotels, products, destinations and living spaces.

IMPACT OF DESIGN capabilities

  • DEFINING & MEASURING DESIGN KPIS

    HELPING YOU TO MAKE BETTER BUSINESS DECISIONS

    I will formulate ways to quantify the impact of design on performance to help you make more informed brand and business decisions in the short, mid, and long term. Key documents, such as Design Briefs and Product Improvement Plans, will be crafted to provide architects, interior designers, and other creative partners with valuable insights into your business, facilitating their understanding and collaboration.

CONCEPT & branding

  • STRATEGIC BRAND MANAGEMENT

    YOUR COMPASS TO DRIVE PURPOSE

    I will define and answer your most strategic business questions based on how you conduct business today and your team's motivation and values. The result will be to align the brand experience strategy and the brand business strategy.

  • BRAND EXPERIENCE

    THE REFLECTION OF YOUR DNA

    Help you create distinct products and services along the customer journey and ensure your customer experience is powered by your brand passions.

  • PARTNERSHIPS

    THINKING OUTSIDE THE BOX

    Defining and forging the right partnerships instils excitement in your team, expands your brand reach and makes your customers see you as forward-thinking and agile.

  • SEMIOTICS

    MAKING EACH PICTURE AND WORD COUNT

    Images, words, and other symbolic communication systems create meaning. I will help you develop photo and tone-of-voice guidelines and build branded content with meaning at key touchpoints along the customer journey.

OPERATIONAL EXCELLENCE

  • OPERATIONAL EXCELLENCE

    DRIVING CONSISTENCY THROUGH STRUCTURE AND TEAM BUY-IN

    First, I will audit your operation, then together we will evaluate and refine processes and define meaningful standards to guarantee a seamless experience driven by efficiency and effectiveness.

  • NEW BUILD & RENOVATION

    CONCEPT DEVELOPMENT DRIVEN BY INSIGHTS

    I will help you formulate a clear vision and operational concept as a foundation to professionally brief and support designers, agencies, and partners.

    • We will define and drive functionality in the pursuit of efficiency and excellence while also delivering on your brand promise.

    • We ensure the outcome is an environment that is full of life, engaging and reflects your brand identity.

  • INNOVATION

    POWERED BY PEOPLE

    A sustainable mindset powers innovation – and caring is critical as we want to ensure meaning is generated. In times of war for talent, we will learn how to foster engagement and creativity among your team, agencies and partners.

strategic braNd
Consultancy

Creating a brand journey together

Working at the intersection of brand, management and design, I help create brands and spaces people want to spend time with. From the product and service, to the website and the interiors, great design can make people book a room, buy a product, order another drink, and spark more interactions with your brand.

For each project, I assemble some of the best creative minds and specialists, including brand communication experts’ consultants, architects, and interior designers.

Whether you’re a brand that needs creating, more creativity, or a way to measure the impact of design on your customer experience, get in touch to see how I can support you.

Lilian - Founder Design Journey

INSIGHTS

Defining and measuring good design is an increasingly important topic to brands that invest in and place importance on design. However, there are very few publications, articles and interviews that go into detail on how and why to measure design. Here, I shall share my thoughts, learnings and insights and welcome any feedback and ideas you may have.

Customer centricity in the hotel industry through meaningful and result-oriented design. Learn about a Hospitality Research Project and Practical Application I am working on with the Lucerne University of Applied Sciences and Arts. Find here the project paper.

Happy to hear form you in case you are interested in participating.