ONE&ONLY NYUNGWE HOUSE
An unrivaled rainforest oasis in the heart of Rwanda
Gisakura، Rwanda
Client
Kerzner
Scope of Work
Customer Experience Mapping Prototype | Uniform Guide
THE BRIEF
One&Only Resorts has an ambitious growth programme including the addition of a new brand in their portfolio, One&Only Nature Resorts. The first Nature Resort was slated for deep and lush hills of Nyungwe National Park in Rwanda. The 24 key property had been built 5 years earlier and was to undergo a luxury revamp in order to elevate it to One&Only standards.
Our role was to get a clear understanding of the capabilities and capacity of the lodge and its surrounding locale. From that, create a highly curated, ultra- premium Customer Experience Map. This was effectively a re-positioning and re-branding project with the customer experience at the forefront. It was also the prototype for all future nature resorts.
OUR APPROACH
We worked closely with the team, travelling to Rwanda, to define some very clear goals based on the brand values and the operational challenges of the remote location. We created a skeleton map of a customer journey from booking to long past the return home. We then filled the skeleton with experiences, storytelling and concepts that would appeal to the five primary target markets. We also defined specialized FF&E and OS&E that needed to be acquired.
THE OUTCOME
The successful launch of One&Only’s first Nature Resort, to the travel trade and media at ATM Dubai 2017.
