Find a Sport BuddyShare sport emotions

WORLDWIDE HOSPITALITY AWARDS 2019

BEST DIGITAL TRANSFORMATION

Introduction

With more than 60 sporting activities in all Club Med resorts and on the Club

Med 2 sail boat, Club Med is the biggest sports school in the world .

At Club Med we believe that digital is a means to make our holidays even

more amazing.

allows them to imagine their dream holiday, to prepare their

stay easily, to guide their journey every day, to follow their desires and now even

to share sport emotions .

« Find a sport buddy » is one of the brand new services of My Club MedApp, allowing the clients to create or join a sport event.

These sport events aim to create easy interactions between clients and enablethem to share amazing sports moments.

2WORLDWIDE HOSPITALITY AWARDS 2019 FIND A SPORT BUDDY

Why proposing Find a Sport Buddy in Club Med?

WORLDWIDE HOSPITALITY AWARDS 2019 FIND A SPORT BUDDY3

Club Med, the biggest sports school in the world

In Club Med, our clients can enjoy more than 60 sports amongst land

sports, water sports and snow activities,

for all levels, in amazing spots.More than 500 qualified G.O.®s are there to help children and adults during all -inclusive group classes, as well as on demand lessons and

courses.

Club Med clients can choose to

(re)connect with themselves

or to connect with G.O.®s and new

friends.

With My Sport buddy, Club Med eases

interactions amongst clients and give

them the opportunity and the freedom

to share sports moments and sports

emotions.

My Club Med App offers information and

services to amplify the customer experience

before, during and after his stay.

It is available in more than 50 resorts, within

a digital ecosystem (mobile application,

tablets and kiosks) in line with the various

customers uses. It is used by more than 25%

of our clients worldwide.

Room service, In room live request, Spa

booking, and now Find a sport buddy are

some examples of services available in My

Club Med App.

Happy Digital My Club Med App

#ClubMedSpirit

4

Timeline of the project A 12 - month process

Ethnographic

studies in some

Club Med Resorts

2 main needs

spotted :

Holidays as a

creator of social

ties

Freedom &

immediacy «Right

here, right now»

Brief

FullSix (agency in

charge of

developping My Club

Med App)

consultation by the

Club Med DXR team

(Digital Experience in

Resort) to specify:

Expected client

benefits

Operational needs

Budget allowance

and expected ROI

UX

Mock-ups

Specifications

Functional specs:Business rules

Customer path

Operational

impacts in resort

« Keep it simple »

UX & design:Several iterations

on wireframes and

mock-ups

Consultation of

operational teams

Developments

Done by Fullsix

(iOS & Android)

User Acceptance

Testing

Resorts

onboarding

UAT and bugs

resolution

Resort teams

training

Design of a

communication

plan to maximise

the use rate in

resort

Go Live

In Marrakech &

Punta Cana resorts

Open all year long

(not seasonal)

First on Tennis

Sports to come :

Golf

Running

Volley-ball

Oct. 2018 Dec. 2018 Apr. 2019Summer

2019

Sept.

2019

2017-

2018

WORLDWIDE HOSPITALITY AWARDS 2019 FIND A SPORT BUDDY

How does Find a Sport Buddy service work?

5WORLDWIDE HOSPITALITY AWARDS 2019 FIND A SPORT BUDDY

Create an event Join an event

To start the demo, click here To start the demo, click here

https://youtu.be/ljXGAEp9T5shttps://youtu.be/V2XJsi5H3m0

Communication & launch of the project

WORLDWIDE HOSPITALITY AWARDS 2019 FIND A SPORT BUDDY6

IN RESORT

COMMUNICATION PLANRESORTS TEAMS ONBOARDING TRACKING PLAN

Find a Sport Buddy demos to themanagers and the sports teams ofMarrakech and Punta Cana

Workshop on how the G.O.®s andsports G.O.®s in particular, canpromote the service in resorts

Presentation of the innovation tocome to all the Club Med sportsmanagers during WW annual training(Academy Weeks)

Implementation of a feed-backsgovernance with resorts teamswhere My Sport Buddy is deployed

10 resorts to be deployed by the end of 2019

Brief of two agencies (includingFullSix) to propose a relevant,services-oriented and «client -benefits -centric » in-resort communication plan

Workshop with operationnal teams(Product Directors) on the bestcommunication plan

KPI to be measured from end of September 2019:

Number of consultations of thefeature

Number of created sport events

Nombre of joined sport events

Number of users of the feature

Client voice: Qualitative clients feed-backs in resorts, on social medias, inthe App rates

Qualitative G.O.®s feed-backs

- Giant and regular

printed tennis balls

-

are on the tennis

path, find your sport

- Information at the

sports corner in the

boutique

WORLDWIDE HOSPITALITY AWARDS 2019 �t FIND A SPORT BUDDY

Thank you

Find a Sport Buddy

Share sport emotionsClick here, to start the video