Travel is so much more than hotel stays. The intent for citizenM’s digital transformation was to make their human, personal and playful brand DNA palpable throughout the entire travel experience. A bold and colorful mobile app let guests check-in, opened their door, controlled the smart room, managed bookings, and more. An experience section curated by employees expanded the journey into the city and created conversation starters between staff and guests. A chatbot, built on Triple’s Wozzbot engine, handled simple customer service issues so the hotel teams had more time to help guests in ways that made a difference. Everything was designed and built with scalability in mind to accommodate citizenM’s sky-high ambitions for the future.

In the midst of constantly changing requirements, third-party deliveries, and disparate stakeholders' opinions, we worked to optimize processes and cooperation to get the best output. By integrating tightly with all citizenM teams there was constant alignment down to every detail, and a joined understanding of the level of quality to be realized at any cost. We helped citizenM grow their own capabilities by transferring digital design expertise and building design libraries, leading to mutual benefit long-term.

To stay ahead as the world around us changes fast, we hosted frequent strategy and design workshops to evolve the customer experience vision and roadmap. By bringing together stakeholders from the boardroom down to hotel staff, ideas were criticized from all angles, and new insights were heard then and there.

We continued to work with citizenM to bring the full vision to fruition.