To craft an iconic holiday experience that would make lasting impressions, we brought together a small can do team within the Gday Group.

We kicked things off by reviewing existing materials, setting up collaborative Miro boards, and conducting interviews with stakeholders and third parties to understand the operating landscape, aspirations and constraints. We followed up with a series of iterative virtual workshops with staff to create hypothesis-driven guest journey maps. This way we could test what staff thought internally versus guests.

In parallel we were recruiting for guests, so we could run at pace. These conversations helped us validate our journey maps and pinpoint specific guest needs, which we captured in personas and tension maps.

Armed with these insights and some global inspiration research, our virtual ideation sessions came alive. Staff and partners collectively envisioned and prioritised visual concepts for the future guest experience. We double-checked the desirability of these concepts with follow-up interviews and worked closely with finance and business leads to gauge their feasibility and viability.

The final outputs we pressure tested with the board to capture their guidance and ensure it stayed in sync with parallel work.