1. Adam Little, Eilidh Dickson & Siddharth Muthyala
31st March 2009
Service Design: CIID Pilot Year
2. The hotel guests can now pre-order
Library sets up a new service where The Hotels collaborate with the
books before their trip or use the
visitors to Copenhagen can check out library and can now offer their guests
library services and facilities once
library material. Library begins by offering a book service as part of their stay.
they arrive. Their transactions are
the service to Hotels as a way to reach The Hotel premotes the new service
tied to their credit card used to book
the visitors. on their website and when guests
their hotel.
arrive, face to face.
3. Are guests interested in looking at books and potentially other library material
they did not bring with them?
Are hotels willing to implement a book service into their existing system?
What material would guests of hotels most like to see, what books would be
most useful?
What sort of hotels would this collaborative service suit?
Does the library have a problem charging hotels money for this service and
creating a business model?
4. Initial visits to hotels to promote the new service and speak to guests and
members of staff, to gage initial reactions.
Dan Hostel
Radisson SAS, Fredriksberg
Comfort Hotel, østerbro
D’angleterre
A one week experience prototype at Hotel Fox
Getting Feedback from Pernille about the service concept (showing her inital concept video)
5. “when i get home i just want to sit and relax, I may not always read, but it
would be great to have the option of having them their, reading a little is
good, it is good for the eyes and good for the mind”
“this hotel definitly needs it, there is nothing here at all, you even have to
order in your own food!”
Indian Business Man
“If I was really interested in a book i was reading and didn’t have time to
(captain Mehra)
travels between India and
read it all before i left, i would try and find it in the next place he was going”
Copenhagen Frequently
Had been staying the the
Comfort Hotel for 3 months
to date
“people very rarely ask for books, our guests are either on holiday or
business men, they don’t want books, i am chief concierge here, i know my
guests and they are not the sort of people who want books, if they need
information we provide it for them on copenhagen, we provide the service
for them!”
Head Concierge at
D’angleterre
11. “oh wow thats lovely”
english couples reaction when hearing about
the service during check-in
12. would like to see ‘classic’
books and Films/DVDs’s
would be useful
Pedersen, regular guest at hotel FOX (didn’t loan a
book, but filled in the deedback form)
13.
14. fancy hotels showed less interest
fox hotel was unsure about success of service but was happy to experiment
fox hotel manager was concerned about amount of extra work it would mean for reception staff
service was not difficult to integrate, handing out brochures was natural
management was more difficult... books quickly became unaccounted for
best responses from people who stayed for more than a couple nights
fox hotel avoided handing out information if people were staying only 1 or 2 nights
‘copenhagen architecture’ was first book to be checked out
people were generally happy when told about the service
classic books and dvds were requested
people enjoyed reading recommendations
even though people expressed interest, it does not mean they would borrow a book
people preferred to read newspaper at breakfast time
