Customer Journey

Experience

Pre-order a coffee before heading to the office so it’s ready – just how you like it – when you arrive.

Request services to improve the quality of your day.

Receive a daily health & wellness message and personalized suggestions for healthy meals, beverages and snacks based on your personal profile.

I just got a welcome email with directions and parking information – that’s helpful!

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Technology enablers

Consumer App to save time with saved preferences and payment methods

Sensors solutions that register intent to come to the office

Welcome invitation email that sets the tone for arrival – directions, parking, reception contact, weather

Room booking for last minute meeting needs

Virtual concierge to help with errands or other daily “to dos”

View daily menus and get tips for healthy eating

Experience

Pre-reserve space in the café for lunch, book a room, or order catering for a meeting later in the day.

Receive automated alerts for weather changes at your destination.

Push notifications to your team regarding any changes to the meeting room or conference schedule.

Listen to a guided meditation on the ride to work.

Looks like it’s raining now; great news, this office has covered parking.

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Technology enablers

Consumer App to reserve space or order hospitality

Automatic weather and traffic alerts

Edit conference or meeting room needs and send notifications to attendees

Custom wellness messages, support for special dietary needs, and promotions coordinated with on-site activities

Experience

This is your first experience with Morgan Stanley in person, ending the commute.

Upon arrival you’re warmly greeted and put in contact with the appropriate colleagues.

Safety measures due to COVID -19 may be in place - for example, the receptionist is trained in thermal temperature monitoring and welcome signage includes social distancing guidelines and PPE requirements.

The check in process may be automated to help eliminate lines.

Lockers / pick up areas are clearly marked for your pre-orders.

Clear wayfinding directions are provided to help you navigate to where you’re going.

The receptionist was nice and had a visitor pass ready for me. I was met by my Advisor in no time.

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Technology enablers

Collect pre-ordered food and beverages from pick up lockers

Automated check in and badging process; alerts sent to hosts when guests arrive

Wayfinding and connectivity to conference services

Health and safety tips for how to protect against COVID-19

Experience

This is your first experience with Morgan Stanley in person, ending the commute.Find a desk space to work; it’s available, quiet, and clean.

Pre-order and advance pay for lunch, so you don’t have to wait in line.

Network with colleagues in a unique collaboration space.

Get confirmation that your meeting room is set up and ready, and the catering has arrived. And, receive an automatic alert when your visitor arrives.

Send a ping to your wellness group to connect at lunch time and share health habits to motivate each other.

There’s a pop-up event today featuring Shake Shack via Alchemista – I’m going to pre-order!

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Technology enablers

Suggestions for on-site refreshment options with mapping / wayfinding

Sensors help to find clean desks

Receiving meeting room confirmations and easily connect with conference

Help guests by escorting through the building

Health reminders for exercise and nutrition, meditation for relaxation

Experience

Optimize performance in your role for Morgan Stanley using technology as an enabler to maintain your focus, for example:
- Set up silent notifications so you’re not interrupted when you need focused time.
- Make real-time changes to scheduled catering breaks or lunch based on the flow of your meeting.
- Advance order a meal for you and your family to take home.
- Order a healthy snack delivered to your desk, so you don’t loose momentum.

While you’re working, our staff are preparing healthy meals with locally sourced ingredients and working to reduce food waste.

I’ve ordered a take home meal package and I’ll pick it up on my way out.

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Technology enablers

Real-time updates to modify scheduled hospitality breakfast, lunch, or snack breaks

Pre-order and pre-pay for meal packages to take home

Delivery to wherever you are in the building

Videos on stress management, healthy cooking, or meditation to help maintain well-being and focus

Kitchen and plate food waste tracking and measurement

Experience

Check the capacity of the dining area to decide when to visit

Grab a healthy and delicious meal, your way…pre-order, click & collect, click & deliver

Support small businesses by visiting a retail pop up

Enjoy fresh ingredients from local farms and artisan producers

Get great service from fun and engaging GEC team members and partners

Support your health by linking nutritional information from lunch to your fitness tracker.

I’m going to complete the Wellbeing Assessment today during lunch.

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Technology enablers

Pre-order, pre-pay, click & collect, click & deliver – from on-site options and local restaurants

Sensors with real- time information on customer counts and space utilization of the dining areas

Health assessments, nutrition tracking, meal recommendations aligned to personal preferences and wellness goals

Kitchen and plate food waste tracking and measurement

Experience

Check which rooms are available and clean for your meeting

Order catering to be delivered to the room based on your meeting agenda

Get notifications when guests arrive; they will be escorted to your meeting or you can personally greet them in the lobby

Start the meeting with a Wellness Moment or plan for a Wellness Break

One-button support to request service right from the room

We can grab a room on the 10th floor; #1027 is available.

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Technology enablers

Pre-order, pre-pay, click & collect, click & deliver

Room availability

One-button support

Guest alert on arrival

Wellness video to share healthy habits to reinforce a culture of well-being

Experience

Take a walk from your desk or meeting room and visit the pantry for a healthy snack

Enjoy a barista coffee or other beverage of your choice

Grab something from the self check out micro market any time of day

Manage your physical wellness; track your workout and meals and share your progress

Manage your financial wellness with metrics that are easy to track and aligned to your goals

I’m going to grab a healthy snack from the pantry.

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Technology enablers

Self-check out / contactless service

Health assessment, healthy food habit program, financial wellness goals, personalized well-being content

Experience

Access information about local traffic, mass transit and weather

Easy, quick check out / departure process through reception

Automatic notification to the facilities / conference team that the meeting space is vacant and ready for cleaning and resetting

Book follow up meetings with automatic invites sent to the group

The receptionist thanked me for visiting and gave me a complimentary water for the drive home.

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Technology enablers

Connected devices with real time reports on weather, local traffic, etc.

Efficient visitor check-out

Easy room booking

Experience

Participate in a volunteer activity with Morgan Stanley in your local neighborhood.

Track tonight’s workout at your own gym.

Sign up for a subscription-based take home meal package because next month is going to be busy!

Connect with a virtual nutrition consultant.

Tonight’s the night I sign us up for weekly meal kits.

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Technology enablers

Link to activities in the local community

Well-being health and nutrition coaching

Connect with local merchants and food delivery services

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