CitizenM's Contactless Journey: A Seamless Digital Transformation
In 2018, Hypersolid partnered with citizenM to reimagine their customer experience, focusing on a contactless travel journey. The hotel’s personalized staff interactions formed the core of their brand mission, but they needed a digital transformation to extend this experience beyond the hotel. Through strategic design and a brand book, Hypersolid infused citizenM’s human, playful, and personalized brand DNA into every touchpoint. The result was a seamless, contactless experience that enhanced guest convenience and loyalty. The project involved organizing design and strategy workshops to align all touchpoints, blending functional UI with vibrant, playful elements. This transformation not only improved customer lifetime value but also reinforced citizenM’s innovative image in the travel industry.
