Accor Hotels

How can AccorLive be integrated strategically and coherently into the Group’s digital ecosystem, in order to respond effectively to the very varied needs of its employees, whether they are based at head office or in the hotels?

The aim of this project was to carry out an in-depth analysis of the digital environment, and the uses and expectations of Accor employees, in order to design appropriate and intuitive user paths. With 25 years‘ experience in digital, we mobilised our UX Research expertise to help streamline the existing ecosystem, clarify the role of each touchpoint and propose tailored solutions focused on users’ real needs. As part of this audit, we carried out a benchmark of 12 companies. This comparative analysis enabled us to identify best practices and enrich our recommendations, particularly in response to the irritants revealed by the initial feedback from the internal questionnaire. This project is part of a dynamic in which the human element is once again at the heart of the digital experience: today’s employees expect tools that are more personalised, more fluid and more engaging.

Accor is the leading hotel group in Europe and the sixth largest in the world. It has a portfolio of 40 brands covering all segments: luxury (Raffles, Fairmont, Sofitel, etc.), premium (MGallery, Pullman, Swissôtel, etc.), mid-range (Novotel, Mercure, Adagio, etc.) and economy (ibis, hotelF1, etc.). The group is present in over 110 countries worldwide.