MOBILE AND VIRTUAL PRODUCTS IN TOURISMJohanna Heinonen11.3.2015

First practical assignment 1 One sunny August day Sam the Student walked in the

doors of Leppävaara campus. He was about to starthis studies in tourism in Laurea.

He stood in the lobby, looked around and wonderedwhere he should go. He was lost. His head wasspinning and he felt ill.

So he went outside to get some fresh air and to think. And then he saw a QR code in the front door. He

scanned it and it told him to go to one place wherehe find another QR code to show him to anotherplace.

QR codes saved Sam’s day. With the help of them he learnt his way around the campus and was never lostagain.

Your job is to find evolve the story and create one QR code to the place you’ve been given. Add also someaction there, e.g. jump like a frog in the lobby!

First practical assignment 2 Team 1: Library Team 2: Students’ office Team 3: Helpdesk Team 4: Comms Team 5: LaureAMKO Team 6: Bar Laurea

Go and take pictures of the place. Go on with the story of Sam the Student What is this place and what is he supposed to do there? Create a video, a picture with text or add instrcutions to

a website Create a QR code of this Send QR code and possible pictures / videos to teacher

johanna.2.heinonen@laurea.fi for further use

First practical assignment 3EXAMPLE: Health services Sam has found the nurse, but there is a

long queque to her. One of Sam’s fellow students is really

nervous, so Sam decides to measure herpulse.

Take a picture of Sam taking the pulseand post it to Instragram with hashtag#Laurea_UAS and autogram it to @Laurea_UAS and write something Sam would have said about Laurea healthservices

First practical assignment 4SOME INSTRUCTIONS If you are creating a website, you can use following:

https://sites.google.com/site/leppavaaramobile Log in with

Username Laureamobiletourism@gmail.com Password LaureaUAS

Go to the page where your destination is mentioned Click the pencil on the right hand corner and edit the

page

Creating QR code Go to e.g. http://www.qrstuff.com/ Choose the type of original ”data”

on the left Follow instructions in the middle (stage 2) Download QR code (on the right)

First practical assignment 5WHAT DID YOU LEARN? What is important in creating

this sort of ”product” fromcustomer/user perspective?

What are the essential issuesyou must consider?

What was hard / difficult? Is this something you would

use as a tourist? Challenges?

Johanna ”Jonna” Heinonen Senior Lecturer in Laurea since September 2014

(before Haaga-Helia) Marketing, communication, digitalisation, tourism Background in tourism: destination & regional tourism

development/EU-projects in Kymenlaakso region, Viking Line (conceptualization/service development)

Social media, ebusiness, digitalisation ”nerd” since 1990 Latest effort in ”real business” developing Southeast135

(= tourism brand for Kotka-Hamina region) ebusiness 2013 – 2014

Tourism efforts at the moment Putting Kerava on world map (mobile ”adventure” in Kerava

city center) Selling Finland to scouts abroad = organizing tours for foreign

participants of the Jamboree in July 2016

ONLINE PURCHASES DURING THE

PAST 12 MONTHS

2015

Source: http://bit.ly/Eurostat_Onlinepurchases

What type of informationare peopleusuallylooking for in localbusinesses?

Source: Consumerbarometer.com

DIGITAL TOURISM TRENDS

Tourismcompanies and digitalopportunities

Source: The e-Business Index (2006) for sectorshttp://www.umic.pt/images/stories/publicacoes/BR06.pdf

3,1

%

12,0

%

16,4

%

17,6

%

26,0

%

8,3

%

8,4

%

12,4

%

8,5

%

21,4

%

0%

5%

10%

15%

20%

25%

30%

Blogs Feedback Shopping Offers Information

Company Customer

Identity“Companies should understand that social media is something they must done continuously. They should hire someone to follow social media and customers’ opinions and post instead of doing this job just besides the regular tasks”

4,1

%

5,2

%

7,5

% 13,2

%

31,3

% 38,6

%

7,0

%

2,2

%

15,8

%

16,5

%

28,1

%

30,4

%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

Any

one

Oth

er

Cus

tom

ers

Age

ncy

Pers

onne

l

Entr

epre

neu

r

Company Customer

Profile“Companies should try to create a dialogue with a customer. It is just not enough to create a fan page in Facebook and fill it with offers and advertisements”

“I don’t want everybody to see when customers we don’t even want to have write negative things about us”

53%

47%

Measuring the impact of social media use

Yes

No

The more you understand what is wrong with a figure, the more valuable that figure becomes ~ Lord Kelvin ~

Image“I do not travel anywhere without checking the destination, accommodation and restaurants in Tripadvisor. That is part of my everyday life. I have even sometimes sent mail to some persons who have given their comments and asked them for further details.”

“People are always talking, why should we care about that. There will always be negative feedback and if someone decides not to visit us based on that, then they maybe are the wrong customers for us.”

35%

65%

Knowledge of customer thoughts

YesNo

Essentials in creating mobile / virtualtourism services Story (ie Citynomadi and Kotka) Easy to use for customer Clear & simple (also technology behind) Interesting External service provider vs. Ownership (Google Maps

vs. Here) Affordable (also offline vs. roaming) Website or App IOS, Android, Windows Known and ”famous” Resources (especially human)

So how to do it?1. Goals2. Who is your customer? What

channels / devices s/he uses? What kind of information / products / services s/he searches?

3. Resources4. Contents5. Technology6. Key persons and budget7. Measurement

THANK YOU!Further questions:Johanna Heinonenjohanna.2.heinonen@laurea.fihttps://www.facebook.com/JohannaHoohttps://twitter.com/Jonna_Hoohttps://fi.linkedin.com/in/johannaheinonen