As Runnr.ai explored expanding into the holiday park market, I conducted exploratory UX research to understand operational workflows, uncover user needs, and identify opportunities to adapt the platform.
Runnr.ai is an AI-powered guest communication platform that helps hotels automate conversations, streamline operations, and enhance the guest experience.
| Team | 1 Product owner 1 Senior designer |
| Role | UX Research lead |
| Duration | 3 weeks |
Runnr.ai's AI guest communication platform was built for hotels. However, holiday parks operate differently, with larger teams, shared responsibilities, and more complex operational workflows. Before expanding into this new market, Runnr.ai needed to understand whether its existing product met these needs.
To understand daily operations, I conducted contextual interviews with operational managers responsible for guest communication and chatbot management of six holiday parks.
The research focused on:
All interview findings were analyzed through affinity mapping and clustered into nine recurring themes, revealing the most significant user needs, workflow challenges, and product opportunities.
The themes below represent the main insights from the research. Hover over a theme to explore the findings in more detail.
While many factors contributed to this growth, the research established a clear understanding of user needs and product opportunities that helped shape Runnr.ai's expansion into the holiday park market.
At the start of the project, Runnr.ai worked with 7 holiday parks. Within a year, that number had grown to 150+ clients.
