Process Book

International Business Travelers Group

Prepared by:Landon Paul JD/MBA CandidateMichael Aboukhaled MBA CandidateMichael Doroghazi MBA CandidateRomereo Smith CIA Samantha Hourng MBA CandidateYashwant Yadav MBA CandidateXiang Wang MBA Candidate

April 26, 2012

Design in ManagementConcepts & Methods of PracticeMIDS 420R. BuchananK. BuchananF. CollopyK. Lee

Initial research started with members of the group going out and experiencing the initial touch points international travelers had with Cleveland.

Noticed issues dealing with currency exchange, transportation, and general way finding.

Next we visited Positively Cleveland’s Visitor Center to learn more about what was offered to guests of the city.

Banners communicate “Welcome” in several languages.

From the pictures you can see that there are several pamphlets, brochures and other collateral material dealing with Cleveland.

Sorting through so much could prove to be a hassle.

University Circle also has a visitor center.

A very similar setup was seen as at the CLE+ Visiter Center. One of the main differences was the map located outside on the intersection helping visitors find there way around University Circle.

The

follo

win

g pi

ctur

es sh

ow

brai

nsto

rmin

g se

ssio

ns in

whi

ch th

e gr

oup

map

ped

out t

he In

tern

atio

nal T

rave

lers

ex

perie

nces

in tr

avel

ing.

The

key

to th

is p

roce

ss w

as m

akin

g no

thin

g w

as m

isse

d. W

e tri

ed to

add

ress

ev

ery

touc

h po

int a

nd b

roug

ht o

ut a

ll th

e is

sues

that

mig

ht b

e fa

ced.

The

obj

ectiv

e w

as to

see

wha

t par

ts o

f the

trav

el st

ood

out i

n ho

pes t

hat w

e ca

n fo

rmul

ate

a pr

oble

m a

nd p

oten

tially

a v

iabl

e so

lutio

n.

Along with mapping out the international traveler’s experience we did research on Cleveland. The maps show population shifts and crime rates for the city. From the maps alone we could see a correlation between the two. Where the crime rates were increasing, the population had seen a decrease.

We saw this information as potential constraints when formulating a solution.

Two

of th

e gr

oup

mem

bers

had

the

oppo

rtuni

ty to

atte

nd P

ositi

vely

C

leve

land

’s D

estin

atio

n C

leve

land

Su

mm

it, in

the

Fall

of 2

011.

The

sum

mit

help

ed th

e gr

oup

see

wha

t C

leve

land

had

in th

e fu

ture

pla

ns to

he

lp b

ring

mor

e vi

sito

rs to

the

city

. One

of

the

bigg

est s

tand

out

s was

the

$2

Bill

ion

bein

g de

vote

d to

uris

m fo

cuse

d in

fras

truct

ure.

Second semester brought on ideations and concepts for potential solutions.

The following presents several ideas that were formulated by the group

The following pictures show us pushing our ideas further and relating them back to the issues we brought out in the first semester.

Afte

r sev

eral

mee

tings

we

star

ted

to c

onso

lidat

e th

e id

eas w

e ha

d in

to o

ne c

ompr

ehen

sive

solu

tion.

The

fo

llow

ing

imag

es o

n th

is p

age

and

the

next

show

us

poin

ting

out t

he a

spec

ts o

f eac

h so

lutio

n th

at st

and

out

and

have

the

pote

ntia

l to

be a

par

t of t

he fi

nal s

olut

ion.

Furth

er c

onso

lidat

ion

of id

eas.

Thes

e im

ages

show

the

initi

al c

once

pt b

ehin

d C

leve

land

Con

cier

ge. H

ere

we

star

ted

to m

ap o

ut th

e fe

atur

es w

e w

ould

like

to h

ave

with

in th

e so

lutio

n.

Thes

e im

ages

show

us fi

naliz

ing

the

aspe

cts o

f the

C

leve

land

Con

cier

ge, i

nclu

ding

pot

entia

l pro

duct

and

pa

ckag

ing

desi

gn fo

r the

Cle

vela

nd P

assp

ort.

The

follo

win

g pi

ctur

es sh

ow th

e fin

al

post

ers t

hat h

elpe

d co

mm

unic

ate

the

mes

sage

for C

leve

land

Con

cier

ge a

nd

Cle

vela

nd P

assp

ort.