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A quick overview that outlines the experience aspects of an Ayurvedic MediSpa.
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The Customer Experience Company
Creating the AyurvedicMedi Spa ExperienceNamrata Rana
CREATING A MEDI SPA EXPERIENCE
Positive Stress free Sensitive Unhurried Caring Relaxing Calm Soothing Comfortable Helpful Rejuvenating Understanding Educational Balanced
Innovative Smooth Effective Efficient Well-informed
CREATE THE CUSTOMER +
SERVICES MAP
Solutions for Family
In City When Traveling Events Social Media Web
Building Relationships
1
Problem SolvingFamily
Customer
At facility
Proactive Wellness
At home / Office
Before you start designing the experience make sure that the customer solutions are in place. There can be a vast range of solutions but it is always better to be focused and design the experience with a core audience in mind.
Ailments
Shoulders
Cervical
Knees
Customer Needs
Women
Men
Children
Packages
Sports injury
Healthy back
Arthritis
Indicative Service Design
+
Price Structure
CREATE THE SOLUTION MAP
Core Treatments
1. Abhyangam
2. Dinacharya – Dantadhavana, Anjanam, Nasyam, Gandousha, Dhoomapanam, Snana
3. Abhyangam with Nasyam
4. Abhyangam with Thalam
5. Yoga
6. Abhyangam with Pichu
7. Abhyangam with Navarakizhi
One can begin with a core set of service offerings such as these traditional Ayurvedic Treatments.
Mind + Body + Soul
1. Healthy heart
2. Healthy back
3. Arthritis
4. Skin remedies
5. Sports injury packages
6. Cervical Packages
Then packages can be designed keeping customer ailments / cures in mind. Packages are usually curative with spa type feel good experiences thrown in.
The fundamental premise being that the Medi Spa provides holistic healing for Mind + Body + Soul
CURE + EXPERIENCE
Focus on the curative + experiential aspects equally. The Medi Spa competes both with Medical Service Providers and Spa Services.
Doctors support all Medi Spa services. The difficulty lies in creating a menu of service that is synergistic with the doctor’s way of thinking, yet still a marketable product.
It is wise to present thorough research and sound medical proof of Spa services so that the Doctor can recommend and support the menu without compromising his/her integrity.
A creative treatment menu can be both luxurious and medically sound.
This will also greatly impact equipment purchase / products used and medicine supplies.
http://spas.about.com/cs/medicalspas/l/aa063002ga.htm
CREATE THE WELLNESS CYCLE
2Medical Spa is a comprehensive approach to caring for the client
before, during and after these procedures take place. The Wellness cycle is a comprehensive service cycle for your customers.
Therapies
- Types
- Oils
- Technology
Medical Treatment
- Medicines
- Home remedies
Diet
- Customized Plans
- Lifestyle change
Fitness
- Exercises
- Yoga
You
• Consultation
• Score Cards
• Prakriti
• Personal Health
•Therapy
• Medicines
• Doctor Monitoring
Know your Body
Treatment
Lifestyle Change
Diet Chart Fitness Chart Do’s & Don'ts Lifestyle Changes
Follow up Consults
Relaxation
THE WELLNESS CYCLE
Medicine
EXPERIENCE ELEMENTS
Consultation
Therapies
Sensory
ExperienceSeeHearTouchFeelSmell
BE SURE THAT YOU CAN HELP THE CUSTOMER
Always be sure that you can make a genuine difference to your customers. Its better to say ‘no’ rather than have a dissatisfied customer.
A detailed wellness cycle can play a crucial role in customer diagnosis and the right treatment.
MAP THE INTERACTIONS
3
1. Seek Information
a. Walk in
b. Phone
c. Email
2. Revisits
a Doctor Consult
b. Post Seeking Info
c. With Appointment
d. Without Appointment
3. Doctor Consult
a First Consult
b. Follow-up Consult
4. Package / Proposal
a. Need basis
b. Special Offers
c. Memberships
5. Treatment Appointment
a. One time
b. Rejuvenate Series
c. Change Timings
6. Treatment - Example Massage
a. Pre – Massage
b. During – Massage
c. Post – Massage
7. Medication
a. Healthcare
b. Personal Care
LIST THE INTERACTIONS
DETAIL THE INTERACTION ELEMENTS
DETAILING IS CRITICAL
Attention to detail in designing will enhance the experience. But always keep relevance in mind.
DESIGN THE EXPERIENCE
4
The experience design can cover the following aspects
1. Access
Phone, Website, Email, Social Media
Signage's, Accessibility, Parking,
Entrance Area
2. Infrastructure + Sustainability
Hygiene, Infrastructure,
Power Backup,
Reception, Waiting Area, Treatment rooms
Water recycling, energy efficiency, Green norms, Organic Products
Maintenance checklists
The Experience
3. Doctor Consultation
Appointment
Doctor Room
Customer Need
The Solution
Medication
Exercise Guidance
Personal Health Book
Customer Profile Documents
Customer FAQ’s
4. Therapy / Treatment Room
Massage
Masseur
Appointment
Room
Managing Pain
Benefits
Package or one off benefits
Customer Kit
Post Session Offering
5. Bath
Shower Area
Wash Room / Toiletries
Cleanliness & Hygiene
Basic Amenities & Facilities
Lighting Levels
Towel
Oil
Clothes
Water Management
The Experience
6. Medication
Prescription
Process of return
External store
Describing Usage
Bags / Display /
Packaging
8. Billing & Payments
Cash, Credit Card,
Installments
Manual Billing
Memberships
The Experience
7. Staff
Responsibilities, Grooming, Body Language
Customer handling protocols / standards / Special situations
Verbal / Written communication - Understanding customers, building trust, upselling / cross selling services
Dos and Donts
THE EXPERIENCE IS NEVER FINAL
A Medi Spa Experience constantly needs to be rejuvenated.
Monitor. Retrain. Enhance.
4 STEPSCREATING A MEDI SPA EXPERIENCE
create the customer + services map
map the interactions design the experiencecreate the wellness cycle
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