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Port Noblessner served as an example for designing a universal service model for small marinas. A model that would meet the expectations and needs of any yacht owner and sailor.
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Noblessner Design Awards 2014
Intro !Noblessner Ship Yard & Marina served as an example for designing a universal service model for small marinas. A model that would meet the expectations and needs of any yacht owner and sailor. !The project was executed in close cooperation with Small Harbor Association of Estonia and Enterprise Estonia (EAS).
What was the underlying problem? !
!Far too often the marinas are designed from the service provider's and frequent visitor's points of view. Thus making it relatively difficult for first time visitors to find, understand and experience all the expected places and services. !Especially given the fact that the needs of overseas travellers are far different from those of local yacht owners. !Already one negative customer experience can start a chain reaction of bad publicity in the sailors's community.
Harbour Master's point of view
First time visitor's point of view
The design process
DEFINE DELIVERDISCOVER
Background researchPersonal experience
DEVELOP
Touchpoint matrix for marina services Building a service model for marina services
AC DC
wc
Mockups of marina servicesPROBLEM:FUZZY SERVICE FOR VISITINGSAILIORS
Communication /Signage
Interviews with yachts ownersin Estonia and Scandinavia
EXTRA
SERVICES
SERVICE MODEL
INSI
GH
T
Customer journey, mapping of a yacht owner from entering the port until sharing the experience with the community
Customer's needs and wants
NIGHTLIGHT &QUIET
CITY /VILLAGESIGHTS
NOT ADESTINATION
PORTHISTORY
WHERETO
GO?
CLUBCONCERT
SHOW
RACERS
SAFETY
SAFETY
NICEENVIRON-
MENT
HYGIENEWATERFUELAC/DCWC / SHOWER
PEOPLE
EASYENTRY WINTER
STORAGETECHSUPPORT
EXTRASERVICES
THECOST
PEERREFERENCE
PREINFO
WIFI
RESTO
SHOP
ATM
KIDS
RACEFAME
PORTCHAIN
WAVEBREAKERS
LOCALLIFE365
How was it achieved?
DOCKING
WELCOME &CATERING
ENTERTAINMENTENTERTAINMENT SANITARY
OFFICEWINTER STORAGE&
BOAT YARD SAILINGSCHOOL
BUSINESSSERVICES
BUSINESSSERVICES
Physical layout of services at the marina
DOCKING
WELCOME &CATERING
ENTERTAINMENTENTERTAINMENT SANITARY
OFFICEWINTER STORAGE&
BOAT YARD SAILINGSCHOOL
BUSINESSSERVICES
BUSINESSSERVICES
Physical layout of services at the marina
Measurable success !Reviewing the quality of Noblessner's everyday services (higher efficiency and new services) Improving user
experience and feedback (postive reviews and recommendations from visitors)
1 2
Measurable success !Prioritizing key services and making them more visible and accessible (wayshowing & wayfinding)
3Mapping alternative income sources for the off-season (the winter period)
4
20 MIN
PORT
OLD TOWN
MUSEUM
MUSEUM
ART CENTRE
Measurable success !Adding value to Estonia as a tourist destination and generating business to other service providers (visitors spend a lot of their time outside the marina as well)
5
Signage concept
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