AZULIK luxury resort

Case Study:

Transforming Hospitality Through Sensory Experience Design

Client: AZULIK

Location: Tulum, Mexico

Year: 2020

Role: Experience Designer & Wellness Strategist

Scope of Work: Experience Design, Wellness Program Development, Guest Engagement Strategies

Project Overview

AZULIK, a luxury eco-resort and cultural sanctuary, sought to elevate its guest experience during the COVID-19 pandemic, ensuring both safety and unforgettable moments for visitors. My role involved reimagining sensory-driven experiences, enhancing wellness offerings, and designing immersive spaces to maintain high guest satisfaction while addressing the unique challenges of the time.

Challenges

Designing experiences that adhered to pandemic safety protocols without compromising guest engagement.

Addressing a sudden decline in tourism while retaining staff and ensuring operational sustainability.

Reimagining the resort’s spaces and activities to create a stronger emotional and sensory connection with guests.

Solutions

Guest centered approach

Conducted a deep dive into AZULIK’s brand ethos and guest demographics to align experiences with their desire for connection, introspection, and sensory exploration.
Developed a holistic experience strategy blending nature, art, and cultural elements.

Experience Design

Curated multi-sensory events, including sound baths, moonlit ceremonies, and interactive art installations, to create an atmosphere of wonder and connection.
Introduced a new wellness program incorporating meditation, sound healing, and eco-conscious practices.

Staff Training & Engagement

Designed training sessions for staff to align with the newly developed guest experience strategy, emphasizing empathy and storytelling.
Enhanced staff engagement to ensure every guest interaction felt personal and meaningful.

Innovation in Dining & Spaces

Redesigned dining experiences to include immersive storytelling and rituals, such as ceremonial cacao tastings.
Transformed spaces with sustainable design elements to enhance sensory appeal while maintaining AZULIK’s natural aesthetic.

Outcome

Achieved a 30% increase in guest satisfaction ratings, attributed to the new sensory experiences and wellness programs.
Helped AZULIK navigate the pandemic without layoffs, ensuring business continuity and staff morale.
Elevated the resort’s reputation as a leading destination for transformative experiences, attracting new and returning guests.