KINGS CROSS HOTEL
Client
SOLOTEL
Discipline
EXPERIENCE DESIGN
Roles
ETHNOGRAPHY
INSIGHTS & OPPORTUNITIES
CX PRINCIPLES
VISUAL DESIGN
The Solotel team partnered with Kinlab to deepen their understanding of the Kings Cross Hotel market and to create customer experience principles for the venue. The principles will guide the Solotel team as a new concept for the Hotel is developed and implemented. They will also underpin the creative vision and detailed design of the venue experience.
“KINGS CROSS IS DEAD NOW. IT NEEDS NEW BARS, A MORE VIBRANT NIGHTLIFE, NEW VIBES BROUGHT IN.”
-Anthony, long-time KX community resident & research participant
The Approach
Market and system analysis
Interviews with community influencers
Customer survey
Interviews with customers
In-context prototype solution testing
Market and system analysis
Our team undertook a market and system analysis of the local area catchment for the Kings Cross Hotel which included:
Mapping and analysis of local geographic region
Local area demographic analysis, including population, age, gender, income, family structure, household status, household spending (food, beverages and entertainment), education, car ownership and method of travel to work
Local area landmarks (universities, major entertainment venues)
Competition assessment
Voice of Customers and Community Influencers
We uncovered insights into the cultural direction and ambition of Kings Cross, the sentiment towards the venue and its role in the community and the impact of government policy and regulation on hospitality in the area.
Turning our focus to the customer, the team conducted a customer survey, exploring lifestyle habits, community perceptions, entertainment, venue choices and more. Immersive in-context research and in-depth interviews fleshed out our understanding of customer attitudes and perceptions towards a night out in Kings Cross; the barriers and pain points; and the opportunities for Kings Cross Hotel to attract them and deliver an experience that delights.
After analysing the results of our field research, the Kinlab team surfaced key insights and strategic opportunities to fuel the experience design at King Cross Hotel, Sydney.
The visual direction for the report was to create something that would come out of a DJs crate and get the dance floor moving.
*all information below is public information, information proprietary to Solotel is not being made public until implementation of the report
*WORK DONE AS AN EMPLOYEE OF KINLAB INC