EXPERIENCE DESIGN TOOLS
Design With Intention:
Opportunity-to-Offer Matrix™
You're not just fixing friction-you're designing a more thoughtful journey. Every unmet need, confusing moment, or recurring complaint is an opening for something better. The Opportunity-to-Offer Matrix™™™ helps you meet that moment with creativity and care.
This is your tool for turning patterns into possibilities. Start with a loud word from your Word Cloud—something that keeps showing up. Then work your way across the matrix to turn that gap into a guest-centered idea.
You're not alone in guessing what matters. You've already listened. Now you're responding—with intention.
Use this matrix to:
✔ Align ideas with Opportunity Zones
✔ Cross-check survey insights
✔ Build guest experiences grounded in empathy, not assumption
✔ Connect solutions to your VX Pillars
✔ Sense-check feasibility (and impact)
You don’t need a big budget to make a big difference. Just a clear signal from your guests and the courage to design better.
Use the template below to start your own matrix. Want to work in Google Sheets? Click here to open a digital version.
Craft responsibly. Lead with listening. And let the data guide the design.
