Getting ahead in the mountains is the alpine school’s claim. Getting ahead is also true for the digital strategy for one of Switzerland's leading mountain schools.
Challenge
Our aim was to rethink and rebuild the aging database and IT systems and to create an all-in-one solution, including:
a customer-friendly and appealing website with all event data at hand
an intuitive and hands-on interface for administrators to plan, overview, and coordinate bookings end-to-end
a virtual workplace for mountain guides with all information about upcoming events - online and offline
Process
Developing a Digital Strategy means starting with research and analyzing the status quo. Then we define our target picture by defining Personas and their User Journeys, writing loads of User Stories, prioritising, and creating a backlog.
Based on 78 User Stories that define our MVP we made an RfP and found our UX concept and implementation partner jk web.
After deciding for a design and UX concept implementation started, with a go live of the MVP in June 2021. Further development of features and functions, marketing strategy & automation are today’s challenges.
Approach to strategy
Personas
User journey ideation
Solution Architecture & User Stories
Result
In less than 8 months from the design concept to go live, and still not stopping to create new features and functions. The benefits are multifaceted and tailored for each user of the new platform:
Guest experience
Guests enjoy a user-friendly, engaging website with all event data at first sight
They choose their best match easily with all relevant tour-filtering options such as type of tour, level and experience.
Quick and simple online booking, including an equipment list and all info about the tour right from the start.
Plenty of inspiration through pictures, mountain stories and technical tips to fuel their desire for their next mountain tour.
Administrators
The office crew are now able to work with an intuitive and practical interface from creating an event to deriving all open todos in a task list.
They use a seamless booking process including confirmations and benefit from an automated payment and invoicing process.
Work from the mountains is now possible and so their work-mountain balance has finally come true.
Mountain guides
Mountain guides have a virtual workspace at their disposal, providing all information about upcoming events - online as well as offline.
They have the possibility to create and announce new events by themselves via mobile device - while travelling to their next mountain adventure.
An SMS function with all guests allows short-time planning and adaptation according to current conditions.
New Website on mobile device
Mobile filter function
User journey workshop
bergpunkt blog
Impact
I took responsibility for developing the digital strategy and supported the concept and implementation of the new digital platform from a customer & business perspective.
I support creating a marketing strategy and strengthen collaboration with our partners.