Digitalization is the new black, and this trend can deepen and overlap the gap with the real-life processes simultaneously.
For example, as Deloitte Insights reports, the digital supply chain enhances the traditional model but brings in new challenges in the case of improper implementation. In this context, a proper product discovery process is the solution that minimizes such risks.
Product discovery is the process aimed at establishing a sustainable link and bringing true confidence in the products you make especially while collaborating with an outsourcing software development team.
In this post, we’ll describe what this activity is and provide a step-by-step guide for you to implement it in your company.
What Is Product Discovery?
In essence, the process of product discovery stays at the heart of any customer-centric approach.
In practice, it’s a flexible period during which you and your outsourcing team concentrate on finding the right thing to do without considering how to build it at the moment.
Through a given number of iterations, this way to discover new products unlocks the link between your product and its right audience.
In addition, this time is needed to bring more confidence into the concept and not lose its sense during actual development stages.
There are two main dimensions to define discoveries in products:
Problem space. Providing the set of problems linked to research and alignment.
Solution space. The outstaffing team searches for the solution through creation, ideation, validation, and refinement to comprehend the users’ problem accurately.
Among these two types of activities, your partner team should dedicate the most time to the problem space, or the process of prioritizing, defining, and detailing the complete set of problems your users experience.
This is needed to provide the substantial groundwork for understanding the real scope and intensity of their “pain.” In simple terms, it’s all about the disciplined methodological seeking for getting the deepest understanding of the users' problems.
How Long Should the Discovery of Products Last?
There is no given amount of time needed to do the thing right. In reality, the stage of discovering new products frequently goes in parallel with the product delivery activities, connected with actually building the product.
In this case, product discovery activities happen every time something goes wrong with the product understanding.
To give you a concrete recommendation here, you should participate in the process as long as needed to become confident about making the right product.
What Is a Discovery Workshop?
The discovery workshop is the preparation stage for creating a new product. Basically, this is the meeting where defining and planning activities happen between a company and its outsourcing partner. The common process involves:
determining the validity of the idea,
setting the full scope of the project,
describing the core functionalities,
making considerations on preventing issues,
defining success indicators,
planning the production.
As you can see, most of the things done refer to the product discovery process. That’s why each meeting here can be a discovery workshop.
Generally, the discovery workshop meeting involves a value-producing team, budget holders, and holders of mission-critical assets. In practice, these roles can be played by different specialists in your company.
Who Should Be Present during the Product Discovery Workshop
There are three main groups needed at any meeting under the discovery workshop category:
Team members who are directly involved in the product discovery (core lead);
Fellow product teams who can occasionally participate and bring in some fresh ideas on the given process stage (collaborators);
Visionaries who check the conclusions made align with the corporate mission (supporters).
The exact team roles in your company of these people can be different, but the presence of all these three groups is crucial for elaborating the complete picture.
For example, you can invite a Customer Support and COO during the problem space stage, but find the exact solution together with the CEO and development team. It depends on your product scope, team size, and how well you know your target audience.
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As we’ve mentioned above, there is the problem space and the solution space for the discovery of products. In this section, we’ll describe in detail which 6 activities happen there.
1. Alignment (Product Space)
In the alignment stage, the role of a Product Manager becomes critical. This team member is responsible for clearly articulating the importance of product discovery, expected outcomes, and when and why certain team members are needed.
Otherwise, the overall product discovery process makes no sense from the very beginning.
Persistence and trust are the most challenging things at this stage. It’s crucial to distinguish the corporate aims, personal ambitions of each team member, and the real-life problems of your audience.
It’s the task of the Product Manager to reach not total agreement but compromise on the commitment to investigate the real customer pain.
2. Research (Product Space)
Once the product discovery team is set up and all the roles are clarified, the research of user problems starts. Your team members should ask as many Why-questions about the challenges your users face as possible at this stage.
Here, the presence of customer support is highly valuable as these employees talk to your clients every day and have tons of observations about their pain. Think of other contact points with your customers, and invite those workers too.
Basically, even a room made in a hotel can share a lot about your guests’ pains once invited to a discovery workshop meeting.
In methodological teams, you can pick among behavioral, qualitative, quantitative, and attitudinal research techniques. Combine them in a way that suits your product discovery aims the most.
In the end, the more people, questions, and methods you involve, the closer you come to the truth.
3. Ideation (Solution Space)
The ideation stage opens the solution space in your product discovery. It’s crucial to maintain the broad picture achieved at the problem space now not to fall into serving corporate ambitions.
Here, your ability to arrange effective brainstorming sessions is crucial. Frequently, they turn into regular department meetings where the loudest team member speaks a lot, nobody argues with the CEO, and most of the crowd is too lazy to talk.
As a Product Manager, you need to create a comfortable environment for people to share their ideas freely. They shouldn't criticize each other and wait for your final decision.
Of course, you can try clustering identical ideas and voting, but turn this meeting into a creativity-and-smartness competition. Brainstorming means elaborating the articulated ideas together, not fighting to become the winner of a game.
4. Creation (Solution Space)
Building a prototype is a pragmatic way of turning your ideas into real-life situations. At this stage, focus on simulating the experience and consider it as the method of idea validation that happens out of your conference room.
All the convergence and divergence activities are important here, meaning the constant involvement of the development team in making the necessary steps timely and elaborating the product steadily.
5. Validation (Solution Space)
After making a working prototype, the idea elaborated requires validation from the standpoint of resource allocation. Simply put, it should prove to be good enough to dedicate the time, money, and workforce needed for its implementation.
Also, you should discover that product change since the initial planning is not dramatic. It's high time to come back to the fundamental questions asked during the problem space stages to establish the sustainable link between the idea elaborated and the observed customer pains.
The final aim of validation is strengthening the confidence in the need for making the right thing chosen.
6. Refinement (Solution Space)
Finally, the results you obtained after the discovery work done need refinement. It means polishing the concept and making it easy to execute by all the team members involved in making the product.
That’s the final stage of collecting everything you’ve found on the way of product discovery and putting it together in a shiny product.
Does My Business Really Need Product Discovery?
In reality, all product teams discover their products to a certain extent — the problem is not knowing how the process works and not digging deep enough to touch the users’ hearts actually. Our experts would be happy to teach you!
We, at Intellectsoft, provide a set of software development solutions to companies worldwide. Also, we empower corporate workforces with innovative approaches. Let us help your Product Manager guide your team with our product discovery platform!
Talk to our experts to get the consultation on the product discovery peculiarities and arrange the date of your discovery workshop.
If you want to check our work, you can find the results of our workshops in the recent blog posts on digital health strategy and about the webinar for proactive retailers. Let’s discover your great products together no matter what industry you are in!
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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