Using the resort property your group selected for the final project, (desert hot spring spa) design the pre-arrival and arrival processes to your property.

Reminder: Every assignment attached to the final project will have the name of the resort in the page header or footer.

The Customer Journey map is like a blueprint but is from the customers perspective. This Journey map will not include back of house processes. Your Journey map will include at least the following swim lanes:

• Phases
• Customer Activities
• Emotional Experience
• Possible Pain Points
• Touchpoint Digital
• Touchpoint Physical

If you use Custellence (custellence.com use the free version and a snipping tool to save to a Word document. You can also use Word or PPT for this assignment. A list of touchpoints within an experience is not acceptable.

Writing, spelling, and grammar matter; proofread your work before you post. Up to 10%-point reduction for writing errors.