Resort experiences for everyone – all the way
“By listening to guests with a wide range of needs, we become better at creating more inclusive experiences.” – Head of Sustainability, Skistar
Skistar wanted to take the next step in their social sustainability work by developing “Skistar for All” – with the goal of making mountain experiences more inclusive. To succeed, they aimed to reach voices rarely heard in traditional guest surveys – and to understand the wide range of needs that exist.
The Assignment
Our Normal got the assignment to carry out an inclusive needs assessment focused on families with children with different types of disabilities. The target group included families from across the country, representing a wide range of interests, ages, and lived experiences.
Approach
We gathered insights through a digital survey, in-depth interviews, and on-site visits. Guest journeys were mapped and complemented with an insights report highlighting both strengths and areas for development.
Together with Skistar’s team, we held a workshop and a staff training session on inclusive interaction. The project concluded with a concrete action plan outlining activities in three key areas: Communication, Guest Interaction, and Physical Environments.
Photo: Skistar
Results
- A mapped guest journey with identified areas for improving guest satisfaction
- Deeper staff understanding of what inclusion means in everyday practice
- Inclusion-focused training developed and delivered for employees across various business areas
- A multi-year action plan with concrete initiatives for accessibility and inclusion
Photo: Skistar
