The Customer Experience Company

Creating the AyurvedicMedi Spa ExperienceNamrata Rana

CREATING A MEDI SPA EXPERIENCE

Positive Stress free Sensitive Unhurried Caring Relaxing Calm Soothing Comfortable Helpful Rejuvenating Understanding Educational Balanced

Innovative Smooth Effective Efficient Well-informed

CREATE THE CUSTOMER +

SERVICES MAP

Solutions for Family

In City When Traveling Events Social Media Web

Building Relationships

1

Problem SolvingFamily

Customer

At facility

Proactive Wellness

At home / Office

Before you start designing the experience make sure that the customer solutions are in place. There can be a vast range of solutions but it is always better to be focused and design the experience with a core audience in mind.

Ailments

Shoulders

Cervical

Knees

Customer Needs

Women

Men

Children

Packages

Sports injury

Healthy back

Arthritis

Indicative Service Design

+

Price Structure

CREATE THE SOLUTION MAP

Core Treatments

1. Abhyangam

2. Dinacharya – Dantadhavana, Anjanam, Nasyam, Gandousha, Dhoomapanam, Snana

3. Abhyangam with Nasyam

4. Abhyangam with Thalam

5. Yoga

6. Abhyangam with Pichu

7. Abhyangam with Navarakizhi

One can begin with a core set of service offerings such as these traditional Ayurvedic Treatments.

Mind + Body + Soul

1. Healthy heart

2. Healthy back

3. Arthritis

4. Skin remedies

5. Sports injury packages

6. Cervical Packages

Then packages can be designed keeping customer ailments / cures in mind. Packages are usually curative with spa type feel good experiences thrown in.

The fundamental premise being that the Medi Spa provides holistic healing for Mind + Body + Soul

CURE + EXPERIENCE

Focus on the curative + experiential aspects equally. The Medi Spa competes both with Medical Service Providers and Spa Services.

Doctors support all Medi Spa services. The difficulty lies in creating a menu of service that is synergistic with the doctor’s way of thinking, yet still a marketable product.

It is wise to present thorough research and sound medical proof of Spa services so that the Doctor can recommend and support the menu without compromising his/her integrity.

A creative treatment menu can be both luxurious and medically sound.

This will also greatly impact equipment purchase / products used and medicine supplies.

http://spas.about.com/cs/medicalspas/l/aa063002ga.htm

CREATE THE WELLNESS CYCLE

2Medical Spa is a comprehensive approach to caring for the client

before, during and after these procedures take place. The Wellness cycle is a comprehensive service cycle for your customers.

Therapies

- Types

- Oils

- Technology

Medical Treatment

- Medicines

- Home remedies

Diet

- Customized Plans

- Lifestyle change

Fitness

- Exercises

- Yoga

You

• Consultation

• Score Cards

• Prakriti

• Personal Health

•Therapy

• Medicines

• Doctor Monitoring

Know your Body

Treatment

Lifestyle Change

Diet Chart Fitness Chart Do’s & Don'ts Lifestyle Changes

Follow up Consults

Relaxation

THE WELLNESS CYCLE

Medicine

EXPERIENCE ELEMENTS

Consultation

Therapies

Sensory

ExperienceSeeHearTouchFeelSmell

BE SURE THAT YOU CAN HELP THE CUSTOMER

Always be sure that you can make a genuine difference to your customers. Its better to say ‘no’ rather than have a dissatisfied customer.

A detailed wellness cycle can play a crucial role in customer diagnosis and the right treatment.

MAP THE INTERACTIONS

3

1. Seek Information

a. Walk in

b. Phone

c. Email

2. Revisits

a Doctor Consult

b. Post Seeking Info

c. With Appointment

d. Without Appointment

3. Doctor Consult

a First Consult

b. Follow-up Consult

4. Package / Proposal

a. Need basis

b. Special Offers

c. Memberships

5. Treatment Appointment

a. One time

b. Rejuvenate Series

c. Change Timings

6. Treatment - Example Massage

a. Pre – Massage

b. During – Massage

c. Post – Massage

7. Medication

a. Healthcare

b. Personal Care

LIST THE INTERACTIONS

DETAIL THE INTERACTION ELEMENTS

DETAILING IS CRITICAL

Attention to detail in designing will enhance the experience. But always keep relevance in mind.

DESIGN THE EXPERIENCE

4

The experience design can cover the following aspects

1. Access

Phone, Website, Email, Social Media

Signage's, Accessibility, Parking,

Entrance Area

2. Infrastructure + Sustainability

Hygiene, Infrastructure,

Power Backup,

Reception, Waiting Area, Treatment rooms

Water recycling, energy efficiency, Green norms, Organic Products

Maintenance checklists

The Experience

3. Doctor Consultation

Appointment

Doctor Room

Customer Need

The Solution

Medication

Exercise Guidance

Personal Health Book

Customer Profile Documents

Customer FAQ’s

4. Therapy / Treatment Room

Massage

Masseur

Appointment

Room

Managing Pain

Benefits

Package or one off benefits

Customer Kit

Post Session Offering

5. Bath

Shower Area

Wash Room / Toiletries

Cleanliness & Hygiene

Basic Amenities & Facilities

Lighting Levels

Towel

Oil

Clothes

Water Management

The Experience

6. Medication

Prescription

Process of return

External store

Describing Usage

Bags / Display /

Packaging

8. Billing & Payments

Cash, Credit Card,

Installments

Manual Billing

Memberships

The Experience

7. Staff

Responsibilities, Grooming, Body Language

Customer handling protocols / standards / Special situations

Verbal / Written communication - Understanding customers, building trust, upselling / cross selling services

Dos and Donts

THE EXPERIENCE IS NEVER FINAL

A Medi Spa Experience constantly needs to be rejuvenated.

Monitor. Retrain. Enhance.

4 STEPSCREATING A MEDI SPA EXPERIENCE

create the customer + services map

map the interactions design the experiencecreate the wellness cycle

Futurescape, Delhi

Level 4, Rectangle 1, Commercial Complex D4Saket, Behind Sheraton, DelhiNew Delhi – 110017, INDIA

Futurescape, Mumbai

Level 2, Raheja Centre Point 294 CST RoadNear Mumbai UniversityOff Bandra–Kurla Complex, Santacruz (E)Mumbai – 400098, INDIA

Telephone: +91 9910201783

+91 (11) 6654 4196

Email: innovate@futurescape.in

Web: www.futurescape.in

Twitter: @futurescape