designING Your

BRAND Journey

Because when you know who you are, everything else falls into place — beautifully.

“A well designed guest journey is measurable, knowing how can make all the difference to your business.”

— Lilian Roten

my services

measuring what matters

Design KPIs that show what guests truly experience — and what to focus on next.

brand conCept & strategy

Clarify your brand’s core identity — and turn strategy into lived experiences.

operational excellence

Align structure, standards and culture — to deliver seamless guest experiences.

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.

MEASURING WHAT MATTERS

  • THE IMPACT OF DESIGN

    HELPING YOU MAKE BETTER BUSINESS DECISIONS

    With the Customer Impact-Score (CI) and the Customer Centricity-Score (CC), I provide measurable insights into how design and brand experience truly affect your business performance. The scores are based on structured questionnaires — CI from team member surveys, CC from customer feedback — offering a 360° view of how your brand is perceived and experienced. Explore the findings in the Study Report, and see what drives real customer-centric performance.

    These tools help you understand what resonates with your guests — and where to focus. The findings support better decisions in the short, mid, and long term.

    Key documents such as Positioning & Design Briefs are built from these insights, giving creative partners, architects, and interior designers the clarity they need to design and create with purpose.

BRAND CONCEPT & STRATEGY

  • STRATEGIC BRAND MANAGEMENT

    YOUR COMPASS TO DRIVE PURPOSE

    I help you answer your most strategic business questions by analyzing how you operate today — including your team’s motivation and values.

    The goal: aligning your brand experience strategy with your business strategy.

  • BRAND EXPERIENCE

    DESIGNED FROM THE INSIDE OUT

    A strong brand experience starts with clarity — knowing who you are, who you serve, what you offer, and how you act. We start with a self-assessment, introduced in detail in the Hotel Impact-Toolbox.

    I help you translate that foundation into experiences that reflect your values and connect with the right guests — across products, services, voice, and space.

  • PARTNERSHIPS

    THINKING OUTSIDE THE BOX

    Forging the right partnerships sparks excitement in your team, expands brand reach, and positions you as forward-thinking and agile.

  • SEMIOTICS

    MAKING EACH PICTURE AND WORD COUNT

    Images, words, and other symbolic communication systems create meaning.

    I help you shape tone-of-voice and photo guidelines and build branded content with purpose — at every key touchpoint.

OPERATIONAL EXCELLENCE

  • ORGANISATIONAL FOUNDATION

    DRIVING STRUCTURE AND TEAM BUY-IN

    I start with an audit of your operations.

    Together, we refine processes and define meaningful standards to ensure a seamless experience powered by efficiency and team alignment.

  • NEW BUILD & RENOVATION

    CONCEPT DEVELOPMENT DRIVEN BY INSIGHTS

    I help you shape a clear vision and operational concept — the foundation for briefing and guiding designers, agencies, and partners.

    Together, we define functionality with a focus on efficiency and excellence, while staying true to your brand promise.

  • INNOVATION

    POWERED BY PEOPLE

    A sustainable mindset fuels innovation — and caring is key.

    We’ll explore how to foster entrepreneurial spirit, engagement, and creativity across your team, partners, and agencies — especially in times of talent scarcity.

Studio for Brand Consulting &
Experience Design

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.

Measuring the impact of good design has always been a challenge — and yet, it’s more relevant than ever. What’s missing? Real answers on how and why to measure design from a customer-centric perspective.

That’s exactly what I set out to change.

Together with the Lucerne University of Applied Sciences and Arts, we’ve been researching this topic — and we’re delivering insights and concrete tools to make design impact measurable.