Novotel’s Journey with NYP to Revamp Guest Experience via Service Experience Design and Job Redesign

Sep 11, 2019


Novotel Singapore on Stevens collaborated with 43 students from Nanyang Polytechnic, School of Design on a Service Experience Design and Innovation Project to enhance guest experiences.

Through a special eye tracking device worn by Six Le Club AccorHotels Platinum Members, the students mapped out the customer experience journey based on guests’ emotions, pupil movement, body language and tone of voice.

Innovative and Creative Solutions

The Nanyang Polytechnic’s School of Design students then prepared different ideas, recommendations and prototypes that the hotel could implement for an enhanced guest experience.

Some of the recommendations by students included:

  • Interactive WiFi-enabled Hotel Information Device
  • Waterproof Key Rings, in replacement of traditional key cards
  • Convertible Adult-Child Bedroom Slippers through a hook and loop fastener
  • Signage - “Tap Card Here” in Guest Lifts and “Shower Blind Control” in Guest Rooms

The hotel successfully adopted some of the recommendations and introduced the prototypes to AccorHotels Asia Pacific head office for future implementations in new opening hotels.

National Centre of Excellence for Workplace Learning (NACE)

Following the review of Service Experience, Novotel also worked with NACE to develop OJT Blueprints for their service experience experts. In tandem with the government’s initiatives/ programmes, the Talent & Culture department is leading the hotel to embrace structured OJT, job redesign with the emphasis on service experience design.

Novotel has since embarked on their job redesign journey – merging Concierge with Security, relooking the role of Banquet Operations to include AV element, reviewing processes for new hires and current roles to ascribe to higher productivity, employee retention and quality of service. Staff at all levels were involved in parts of the process, and this has helped to pique their interests to contribute their inputs and create buy-in.

To explore partnership with NYP School of Design, you may contact Ms Gina Tay-Weers at