ABOUT

Chiva Som are widely regarded as one of the best health resorts in the world – as regularly noted by the likes of Conde Nast Traveller.

Matter Of Form were procured internationally by the business in Thailand to redefine their digital service and communication architecture.

The complexity of the brief was around joining up the three strands of the Chiva Som brand (wellness therapies, cosmetic surgery and medicinal treatments) that were too disparate from each other.

We spent over a week on-site auditing every part of the business; we got to the heart of various treatments and modalities, and how they connected with different tenures of stay.

Our content strategy needed to remain sensitive to a wide variety of personas – guests varied from those seeking rehabilitation from serious medical conditions to those simply seeking detoxification and respite.

Functionally, we re-designed the experience and technical architecture for a complex set of booking processes. Conceptually, we considered how practitioners could stay with guests long after they’d left; changing behaviour through content and advice served via a mobile tool-kit after departure.

Our ostensibly simple outcome betrays a deeply complex set of operational flows, and has won awards for its ease of use and effectiveness.