Five diamond guest experience design

Spas at Four Seasons Hotels & Resorts are an expression of the brand's modern luxury to create a holistic wellness journey. The spa at Jackson Hole, Wyoming differentiates itself among the top 100 spa resorts in the world through curated sensory experiences and meticulous attention to brand standards. Intentional experience design sustains Five Diamond prestige recognized by awards from Forbes, Travel + Leisure, and Condé Nast.

Results

Designed services representing top-tier luxury.
Created award-winning holistic spa experiences.
Created training strategies to reinforce brand standards.

Methods

Instructional Design Journey Mapping Learning Strategy Service Design

Impact

AAA Five-Diamond Rating

Industry

Tourism

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A memorable brand that stays with you

At Ritz-Carlton, every detail of the customer journey creates memories that last a lifetime. The "Let Us Stay With You" rebrand prioritized creating a continuous journey for hotel guests for one of the most elite luxury brands in the world.

Results

Differentiated experiences with the Ritz-Carlton mystique.
Built brand loyalty by curating personalized experiences.
Developed learning strategies to reinforce the brand ethos.

Methods

Consumer Insights Instructional Design Journey Mapping Learning Assessment Learning Strategy Pricing Strategy Revenue Management Service Design

Impact

AAA Five-Diamond Rating

Industry

Tourism

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Dynamic pricing with artificial intelligence

Effective revenue management at Hilton is part of its brand strategy to precisely match the right product to the right guest at the right time. A Hilton franchise in Chicago embraced machine learning technology to connect revenue management to reinforce brand integrity. AI technology now enables the franchise to make real-time, data-informed decisions to match the right guest with the right hotel room for the right rate at the right time.

Results

Strengthend a competitive market position.
Increase profitability with intelligent dynamic pricing.
Designed training for dynamic pricing strategies.

Methods

Consumer Insights Digital Marketing Instructional Design Market Research Learning Needs Assessment Market Segmentation Pricing Strategy Market Positioning Market Segmentation Revenue Management Value Creation Strategy

Impact

$30M revenue budget

Industry

Tourism, Hospitality

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Magnetic employer branding strategies

Eighty percent of the world's Fortune companies rely on Willis Towers Watson (WTW) to create workplaces that empower people and organizations to thrive. The WTW global organizational development practice innovates ways to motivate and reward teams through organizational design, job architecture, and rewards strategies. Insights bridge psychology, business, and strategy to build high-performing workplaces and magnetic employer brands.

Results

Developed global organizational design strategies.
Designed learning resources to build leadership skills.
Identified key motivators for employees worldwide.

Methods

Change Management Competency Model Design Culture Activation Instructional Design Job Design Leadership Development Learning Strategy Organizational Design People Analytics Total Rewards Workshop Design

Impact

20+ Fortune Companies

Industry

All industries

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Global leadership capability development

At Royal Bank of Scotland (RBS), understanding the drivers of engagement is the foundation for a connected, high-performing culture. A global employee engagement initiative uncovered the emotional and behavioral drivers that predict motivation and performance. Insights revealed the factors employees value most to reimagine ways of working resulting in a boost in overall work engagement and leadership ratings.

Results

Increased overall work engagement by 3 percent.
Increased company-wide leadership ratings by 4 percent.
Developed learning plans to build leadership capabilities.

Methods

Change Management Competency Model Design Culture Activation Instructional Design Job Design Leadership Development Learning Strategy Organizational Design People Analytics Total Rewards Workshop Design

Impact

3K employees

Industry

Finance

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Proving the Value of Certification

Project Management Institute (PMI), the world's leading authority in project management, sought to understand the value of its globally recognized certification. Certified professionals across the world shared their perspective about ways PMI shaped their careers, leadership, and organizational success. A global research study uncovered clear evidence of professional growth and credibility across industries. Insights reframed the way PMI communicates its purpose and value — elevating the certification from a credential to a symbol of achievement, trust, and community in the world of work.

Results

Reinforced the professional value of certification.
Reframed the brand narrative around certifications.
Equipped leaders with insights to strengthen the brand.

Methods

Brand Strategy Market Insights Member Experience Strategy User Experience Research Value Proposition Design

Impact

60K project managers

Industry

Non-profit association

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Organizational design and career framework

As Vivint rapidly evolved from a tech startup to an industry leader in home security, the organization faced growing pains and needed a clear, structured career framework. A comprehensive organizational redesign transformed complexity into clarity through a structured talent development framework and job architecture. Employees gained clarity, leaders gained insight, and the organization strengthened its talent strategy — positioning the company for growth and a successful acquisition by NRG Energy.

Results

Established a career framework for future growth.
Strengthened organizational readiness for acquisition.
Created training resources for change enablement.

Methods

Change management Competency Model Design Design Thinking Graphic Design Instructional Design Job Design Market Research Organizational Design People Analytics Total Rewards Visual Identity Design Workforce Planning

Impact

12K employees

Industry

Information Technology

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Total Rewards Insights in Real-Time

Today's workforce demands transparency and equity in rewards. A live, interactive focus group with thousands of employees using Remesh gleaned real-time insights to inform a modernized rewards program. Feedback transformed into strategy reflecting both market realities and human expectations.

Results

Pinpointed focus areas to modernize rewards.
Developed equitable and transparent rewards strategies.
Created learning resources for change enablement.

Methods

Accessible Design Competency Model Design Design Based Research Human-Centered Design Information Architecture Journey Mapping Learner-Centered Design Persona Creation Workforce Planning

Impact

8K employees

Industry

Higher Education

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Digital skills portfolio and achievement wallet

WGU is at the forefront of creating the skills ecosystem — a network addressing skill needs, developing workforce competencies and connecting people with jobs. It realized that students and alumni needed a way to showcase their full capabilities to employers after graduation. WGU created the WGU Achievement Wallet for learners to translate degrees, credentials, and experiences into clear value for employers. The dynamic digital portfolio connects skill-based credentials to future opportunities.

Results

Enhanced a digital skills portoflio for learners.
Improved usability for a platform impacting 600K learners.
Featured on a Forbes panel about workforce skill gaps.

Methods

Accessible Design Competency Model Design Design Based Research Human-Centered Design Information Architecture Journey Mapping Learner-Centered Design Persona Creation Workforce Planning

Impact

600K learners

Industry

Higher Education

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Job architecture with artificial intelligence

A state government with 170,000 employees sought a unified vision for public service careers. Leveraging AI for organizational design, KPMG clarified roles, aligned organizational structures, and empowered leaders to make strategic workforce decisions. A cohesive and scalable vision guided creating the foundation for workforce mobility and developoment.

Results

Modernized a career framework for 170K employees.
Enabled workforce mobility with actionable insights.
Clarified career pathways for public sector employees.

Methods

Change Management Competency Model Design Information Architecture Instructional Design Job Design Learning Needs Assessment Organizational Design People Analytics Total Rewards Workforce Planning Workshop Design

Impact

170K employees

Industry

Government

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Portfolio