School of Service
Digital Service & Learning Platform
2025–2026Ongoing
Developing School of Service's digital platform and supporting the broader development of its hospitality services — connecting business needs, operational improvement, learning and digital tools in a scalable offering.
Project at a Glance
- Organisation
- School of Service
- Assignment context
- Client assignment
- Context
- Hospitality · Service & Business Development
- Status
- Ongoing — development progressing towards customer validation, pilot and implementation
- My role
- Business Developer · Project Lead · Product/Solution Development
- Scope
- Business & Service Development · Customer Validation · CRM · Learning & Onboarding · Communication · Operational Workflows
- Methods
- Business Analysis · Stakeholder Interviews · User Needs Analysis · Process Analysis · Iterative Development · Prototyping
- Technology
- AI-enabled / no-code development
- Next phase
- Market & Customer Research · Service & Value Proposition Validation · Willingness-to-Pay Testing · Hotel Pilot · User Testing · Iterative Development · Change & Adoption
Challenge
School of Service supports hospitality businesses in developing service, guest experience, operational behaviours and employee capabilities. At the same time, three separate systems supporting CRM, learning and operational processes created technical complexity, duplicated administration and high running costs. The opportunity is therefore broader than replacing systems: to develop a more integrated and scalable digital environment while continuing to strengthen and validate School of Service's services and value proposition for hospitality clients.
Approach
Analysed the existing system landscape, workflows, business requirements and user needs.
Translated the findings into a consolidated platform concept bringing CRM, learning and onboarding, communication and operational workflows together.
Developed and iterated the solution using AI-enabled/no-code development, continuously evaluating functionality from both the business and user perspective.
The next phase expands the assignment into market and customer validation, including willingness-to-pay research and a hotel pilot. Insights from customers and users will be used to further develop both the service offering and the digital platform before broader implementation and change/adoption activities.
Outcome / Business Value
A working platform concept that demonstrates how separate systems and workflows can be consolidated into a simpler digital environment while creating a scalable foundation for School of Service's broader service offering. The solution is designed to:
- simplify administration
- reduce technical and system complexity
- support lower future operating costs
- improve onboarding, learning and operational communication
- create a more modern and accessible user experience
- provide a scalable foundation for future service and business development
The project is ongoing — these are intended benefits of the solution, not yet realised results.