Making travel a secure & seamless
experience
CHALLENGE: International SOS is the largest travel security firm on earth, taking 5M calls annually. But without a deep understanding of their customers’ journeys, ISOS was unable to improve its current services, let alone develop new ones. We teamed
up to drive clarity and fuel their innovation machine.
APPROACH: Worked with stakeholders to uncover obstacles
in internal operations, resulting in a current-state Service Blueprint and Channel Ecosystem Map. Conducted 45 customer interviews in 7 countries, then synthesized data to create Personas, detailing specific frustrations, motivations and ambitions to inform a next-gen travel experience. Translated findings into foundational end-user insights, driving strategic outcomes for ISOS that more effectively intersect with their audiences.
IMPACT: With a newfound understanding of their customers’ journeys, ISOS is creating new offerings
at the intersection of physical, digital and service to revolutionize the travel experience and grow.Role: Research, Strategy, Concept Development
@LPK, 2018
