Background
Revolutionize Digital Experiences, Elevate Guest Satisfaction
Sokoshotels.fi (SH.fi) has long been Sokos Hotels’ primary hub for travel and hospitality sales, driving high daily traffic and steadily increasing revenue. As a leader in the hospitality industry serving diverse domestic and international guests, Sokos Hotels recognized the need to modernize this critical channel. Its aging Liferay platform was falling behind, creating friction in user experiences for both customers and staff. Partnering with Nordkapp, the mission was to transform the digital landscape—streamlining the customer journey for effortless service discovery and bookings while enhancing loyalty programs to deliver greater value and satisfaction. Starting with a Minimum Viable Product (MVP), we set clear objectives to unlock the platform’s full potential and elevate the guest experience at every touchpoint.
Our Process
Strategic Vision Meets Agile Execution
Nordkapp worked hand-in-hand with Sokos Hotels’ stakeholders to define a bold, actionable vision. From wireframes to MVP rollout and continuous refinements, we shaped the design scope to fit timelines and team capacity. Daily collaboration with the product owner, developers, and QA kept the momentum strong—sharing user research insights, leading design reviews, and providing clear guidelines to ensure seamless progress.
Our Approach
Data-Driven Precision
We harnessed a mix of quantitative and qualitative analytics tools to gain deep insights. Multiple rounds of user testing with real hotel guests and loyalty members validated our direction. Partnering closely with the Sokos Hotels team, we prioritized key challenges and outlined targeted solutions, grounding every step in data and user feedback.
The Solution
A New Sokoshotels.fi: Modern, Intuitive, Impactful
The reimagined Sokoshotels.fi replaced its outdated predecessor with a powerful platform that boosts sales, simplifies journeys, and strengthens loyalty engagement. Here’s how we delivered:
01. Simplified Booking & Elevated Experiences
We streamlined complex booking processes—multi-room reservations, edits, and loyalty reward redemptions—into one intuitive flow. Enhanced navigation and a clear information structure make hotel details readily accessible, cutting friction and elevating satisfaction.
02. CMS-Powered Design
Managing content for nearly 50 unique Sokos Hotels required a robust yet flexible Content Management System (CMS). Our modular design approach supported diverse content types and structures, empowering content creators with an adaptable, user-friendly solution built to last.
03. Design System Optimization
Outdated design libraries were slowing progress. By collaborating with the S-Group’s Design System (SDS) team, we crafted a tailored local library for Sokos Hotels. This ensured visual consistency, streamlined workflows, and enabled the product team to integrate components effortlessly.
The Impact
The new Sokoshotels.fi has redefined success for Sokos Hotels, delivering measurable growth and enthusiastic customer feedback. Its clarity and ease have transformed the booking experience while setting the stage for ongoing improvements driven by user insights. The numbers speak for themselves:
- Revenue Growth: +20%
Surpassing 2023’s results with the old site - Room Sales: +16%
Increasing occupancy with 16% more rooms sold compared to 2023 - Conversion Rate: +40%
A striking improvement, proving the impact of exceptional service design - Customer Effort Score (CES): 4.5/5
Showing how seamlessly guests find what they need to book.
Through our partnership with Sokos Hotels, Nordkapp turned a vital digital touchpoint into a standout advantage. The renewed Sokoshotels.fi exceeds expectations, blending innovative design with concrete business outcomes.
