I began by understanding the core problem – burnout among urban professionals due to digital overload and high work stress. This involved analysing existing services' pain points, which overlooked quality travel and peaceful experiences

I utilised tools like an Ecosystem Map to identify and connect different stakeholders involved in urban well-being and local exploration. I also leveraged a Gigamap to understand the broader, complex system Serenity would operate within, revealing interconnected factors

A Customer Journey Map was crucial for visualising the user's current experience, revealing pain points and identifying opportunities for Serenity to intervene effectively

I developed user personas, such as the "Wildcard," to empathise with specific user needs, like the desire for local exploration breaks to combat boredom and stress from working at home