Designing a premium service for a much loved budget hospitality brand.
In the face of increased competition for budget travellers, Premier Inn needed to define a differentiated customer experience to keep people coming back. This project was critical to informing significant future investment.
The Engine Service Design team developed a vision to expand the Premier Inn's signature experiences beyond the guest's room, encompassing the end-to-end customer experience and reflecting how people liked to travel for business and pleasure.
Premier Inn embarked on a transformative journey, where aligning key business decisions with their customer experience vision became the cornerstone of their strategy. This shift was more than just an ideal; it was the driving force behind their Target Operating Model. As Premier Inn embraced a customer-centric approach, its stakeholders recognised the immense value it brought to their context.
The result was a comprehensive customer experience vision that spanned the entire end-to-end journey, redefining their brand and their commitment to delivering exceptional experiences.
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