Wwalks
Hospitality Platform
Mobile-first hospitality platform for Southeast Asian markets. GTM strategy, service blueprint, omnichannel chatbot, room service digitisation, trip planning. The product where I first encountered panic monkey syndrome to and what it taught me about designing for user trust.
GTM pyramid to market entry strategy across SEA hospitality
The OTA commission wedge: Booking.com and Agoda charge 15 to 30% per booking. The GTM was built around one insight to we're not replacing OTAs for discovery, we're capturing the direct booking moment after discovery. Meet the guest on WhatsApp (where they already are) before OTA completes the transaction.
What panic monkey syndrome looks like in hospitality: Guests in unfamiliar cities experience sudden anxiety when something unexpected happens to check-in confusion, room issues, needing local recommendations at midnight. Their instinct is to panic and frantically call the front desk or Google everything at once. Every panic moment is a trust-destroying interaction that could have been a trust-building one. The room service app, chatbot, and attraction booking were all designed around these moments to fast, calm, contextual answers before the guest reaches panic state.
Service time blueprint to room service orchestration flow
Customer app to end-to-end user flow from arrival to checkout
What the service blueprint revealed: Requests were clustering to 2 to 3 runners while others were idle. Designed a floor-affinity runner assignment algorithm with a 20% random factor to prevent herding. The random component distributes load more evenly across long shifts without always routing to the same runner near the right floor.
Room service app to customer request tracking
Runner app to auto-assignment + task management + P2P chat
Attraction and ticket booking to curated experiences by property
Trip planner to personalised itinerary generation
15+ hotels onboarded at launch from zero. Key finding: different channels serve different purposes. Facebook for new leads discovering the hotel. WhatsApp for existing guest queries during their stay. Telegram for tech-forward guests. Building channel-specific behaviour rather than a one-size-fits-all bot was what converted sceptical hotel managers into advocates. The data from early adopters did the selling for subsequent hotel onboarding conversations.
at launch
WA · IG · FB · TG · Web
response target
reduction goal