Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Méthodologie et développement d’un support mobile idéal dans le secteur hôtelier

375 views

Published on

Le mobile est aujourd’hui le pilier central dans la recherche d’informations et la consommation de médias au quotidien. Étant donné que la majorité des recherches commence sur un téléphone, l’expérience mobile devient et est désormais un élément clé. Cette évolution touche également l’industrie du tourisme et des voyages. Le comportement des voyageurs a beaucoup évolué ces dernières années grâce aux nouveaux outils de communication: blogs, réseaux sociaux, géolocalisation, sites communautaires d’avis d’internautes…De ce fait les consommateurs se transforment peu à peu en consom’acteurs. C’est à dire que la technologie permet au voyageur de disposer d’un nouveau pouvoir, notamment via le mobile. On sait que 89% des voyageurs ont d’ailleurs dit avoir abandonné leur réservation sur mobile à cause d’une mauvaise expérience (difficultés de navigation, temps de chargement trop longs ou site trop lourd). C’est pourquoi, compte tenu de la croissance de ce canal de communication/réservation/distribution, l’industrie du tourisme et particulièrement les producteurs primaires, dont les chaînes hôtelières, ont tout intérêt à optimiser l’expérience utilisateur mobile vis à vis de leurs prospects et clients.

Published in: Travel
  • DOWNLOAD THE BOOK INTO AVAILABLE FORMAT (New Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download Full doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download PDF EBOOK here { https://urlzs.com/UABbn } ......................................................................................................................... Download EPUB Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... Download doc Ebook here { https://urlzs.com/UABbn } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THE can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THE is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBOOK .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, CookBOOK, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, EBOOK, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THE Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THE the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THE Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THIS BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download Full EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download Full doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download PDF EBOOK here { https://soo.gd/irt2 } ......................................................................................................................... Download EPUB Ebook here { https://soo.gd/irt2 } ......................................................................................................................... Download doc Ebook here { https://soo.gd/irt2 } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book THIS can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer THIS is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story THIS Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money THIS the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths THIS Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m6jJ5M } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • DOWNLOAD THAT BOOKS INTO AVAILABLE FORMAT (2019 Update) ......................................................................................................................... ......................................................................................................................... Download Full PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download Full doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download PDF EBOOK here { http://bit.ly/2m77EgH } ......................................................................................................................... Download EPUB Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... Download doc Ebook here { http://bit.ly/2m77EgH } ......................................................................................................................... ......................................................................................................................... ................................................................................................................................... eBook is an electronic version of a traditional print book that can be read by using a personal computer or by using an eBook reader. (An eBook reader can be a software application for use on a computer such as Microsoft's free Reader application, or a book-sized computer that is used solely as a reading device such as Nuvomedia's Rocket eBook.) Users can purchase an eBook on diskette or CD, but the most popular method of getting an eBook is to purchase a downloadable file of the eBook (or other reading material) from a Web site (such as Barnes and Noble) to be read from the user's computer or reading device. Generally, an eBook can be downloaded in five minutes or less ......................................................................................................................... .............. Browse by Genre Available eBooks .............................................................................................................................. Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, ......................................................................................................................... ......................................................................................................................... .....BEST SELLER FOR EBOOK RECOMMEND............................................................. ......................................................................................................................... Blowout: Corrupted Democracy, Rogue State Russia, and the Richest, Most Destructive Industry on Earth,-- The Ride of a Lifetime: Lessons Learned from 15 Years as CEO of the Walt Disney Company,-- Call Sign Chaos: Learning to Lead,-- StrengthsFinder 2.0,-- Stillness Is the Key,-- She Said: Breaking the Sexual Harassment Story That Helped Ignite a Movement,-- Atomic Habits: An Easy & Proven Way to Build Good Habits & Break Bad Ones,-- Everything Is Figureoutable,-- What It Takes: Lessons in the Pursuit of Excellence,-- Rich Dad Poor Dad: What the Rich Teach Their Kids About Money That the Poor and Middle Class Do Not!,-- The Total Money Makeover: Classic Edition: A Proven Plan for Financial Fitness,-- Shut Up and Listen!: Hard Business Truths that Will Help You Succeed, ......................................................................................................................... .........................................................................................................................
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Be the first to like this

Méthodologie et développement d’un support mobile idéal dans le secteur hôtelier

  1. 1. Méthodologie et développement d’un support mobile idéal dans le secteur hôtelier Mobilité & expérience client 11/09/2014 DESK STUDY – Marion Plouvin 1
  2. 2. Mobile et industrie du tourisme 2012 Google = 25% des recherches Travel via mobile Booking.com = + 200% 60% des réservations mobiles le Jour J… 2014 Mobile > Ordinateur 2016 Les ventes mobiles + 55% 11/09/2014 DESK STUDY – Marion Plouvin 2
  3. 3. Mobile et voyageurs 74% 54% Informations + Services Optimisation: Temps+ itinéraire 11/09/2014 DESK STUDY – Marion Plouvin 3
  4. 4. Sommaire QQOQCCP (Qui, Quoi, Où, Quand, Comment, Combien, Pourquoi?) La recherche d’une application mobile idéale 11/09/2014 DESK STUDY – Marion Plouvin 4
  5. 5. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Chaîne hôtelière intégrée ou volontaire Clientèle Affaire + Leisure Réservations individuelles 11/09/2014 DESK STUDY – Marion Plouvin 5
  6. 6. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Smartphone Tablette Utilisation en mobilité Séjour – longs - luxe Utilisation domicile Séjours + longs + luxe 2’53 sec. 9 pages visitées Intuitif et simple Solution adaptée: aux deux formats Aux systèmes d’exploitations (Android…) 11/09/2014 DESK STUDY – Marion Plouvin 6
  7. 7. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Où? Cible mondiale = solution multilingue Quand?  Parc des terminaux mobiles renouvelés pour intégrer les nouvelles technologies 11/09/2014 DESK STUDY – Marion Plouvin 7
  8. 8. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Application mobile Site Web mobile Fonctionnalités & ergonomie poussées Sollicitation aisée avec des messages push Personnalisation bénéfice expérience client + Wifi dans l’hôtel 11/09/2014 DESK STUDY – Marion Plouvin 8
  9. 9. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Un budget illimité… 11/09/2014 DESK STUDY – Marion Plouvin 9
  10. 10. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Expérience utilisateur Personnalisation  Profils établis par le Data Mining Facilitation  Technologies NFC  Géolocalisation 11/09/2014 DESK STUDY – Marion Plouvin 10
  11. 11. 1. QQOQCCP Qui? Quoi? Où? Quand? Comment? Combien? Pourquoi? Impacts hôteliers Distribution directe  dernière minute  coûts moindres vs. Call Centers Communication & Marketing  image moderne, innovation  interactions réseaux sociaux Relation clientèle  profils personnalisés  réponse aux besoins Corporate 11/09/2014 DESK STUDY – Marion Plouvin 11
  12. 12. 2. L’application mobile idéale Accès par QR code  Site enseigne  Via le TM/Assistants Profils  Pré- enregistrés/ Premier accès  Convergence pro/privé 11/09/2014 DESK STUDY – Marion Plouvin 12
  13. 13. Nos destinations Réserver Door to Door Réseaux sociaux Profile Assistance Informations pays, villes santé, nourriture, Visas guides touristiques des sites locaux Réseaux sociaux: Partages de posts & photos sur les pages de la chaîne Réservation simple, intuitive: Villes, dates Fiches hôtels (prix, infos) Contenus vidéos Visite virtuelle Géolocalisation de l’hôtel et distance au RDV Services annexes  Options: températures, ambiances Assistance: Click to call Visioconférence Profile voyageur: Pro/privé Historique Résa à venir Factures Club fidélité (points) Annulation/modifications Wishlist Empreinte carbone 11/09/2014 DESK STUDY – Marion Plouvin 13
  14. 14. Nos destinations Réserver Door to Door Réseaux sociaux Profile Assistance Door to Door: Réservation confirmée Réservations partenaires de l’hôtels (taxis) Récapitulatif total du trajet 11/09/2014 DESK STUDY – Marion Plouvin 14
  15. 15. A quelques heures du séjour Upgrade possible par ciblage profil  Reconnaissance vocale « “Nous disposons d’une suite Luxe disponible pour vous ce soir Monsieur X, souhaitez-vous en profiter?”.  Donnée transmise sous forme texte à l’hôtel Messages d’informations & alertes Bienvenue en France Mr X! Votre chambre est prête Avant l’heure! Chambre N°112 Happy Hour au bar de l’hôtel à 18h00. Participer? OUI/NON 11/09/2014 DESK STUDY – Marion Plouvin 15
  16. 16. Pendant le séjour E-check-in / E-check-out Paiement Ouverture de la chambre La réalité augmentée: j’achète tout! Technologie NFC 11/09/2014 DESK STUDY – Marion Plouvin 16
  17. 17. Pendant le séjour Messages push  Selon le profil client  Géolocalisés Besoin d’un massage? Créneau libre à 17h00 Oui / Non Réduction immédiate de 15% sur le plat du jour! 11/09/2014 DESK STUDY – Marion Plouvin 17
  18. 18. Pendant le séjour Synchronisation des terminaux: Smartphone Wifi Tablette Autres Télévision Un contact permanent avec les services de l’hôtel Hello Marion, How can I help? Make a request Request status Films, Photos de vacances, Playlist… 11/09/2014 DESK STUDY – Marion Plouvin 18
  19. 19. Après le séjour Notation de l’expérience utilisateur Questionnaire de satisfaction “Qu’auriez-vous aimé avoir pendant votre séjour?” Intégration: réservations, factures centralisées.. 11/09/2014 DESK STUDY – Marion Plouvin 19
  20. 20. Conclusion Une invitation au voyage Le voyageur Technologie & Big Data Expérience client Les services La marque Réservation Communication Contraintes technologiques et financières 11/09/2014 DESK STUDY – Marion Plouvin 20
  21. 21. MERCI DE VOTRE ATTENTION! 11/09/2014 DESK STUDY – Marion Plouvin 21

×