Hyatt Hotel Projects
Hyatt is one of the leading hospitality brands that manages and franchises more than 1350 hotels and all-inclusive properties in 69 countries.
Role:
Senior Product Designer (2 yrs 6 mos)
Overview:
I’ve worked on multiple agile teams partnered directly with product management and engineering to achieve outlined business goals. I’ve worked on both the mobile app and .com website. Projects include: Digital check-in (app) , Experience booking (app + web), Room booking flow (app), Ungating (App), Step-up authentication (app), Text the Hotel (App), Promotions (app) and more.
Experience Booking
About the project:
Will customers book experiences directly through hotels (ex. Cocktail making class)? Turns out, yes they do. This project focused on designing the web flow for booking an experience directly through a hotel as well as touch points within the app and cross selling within the room booking flow. Checkout the full case study for an in depth view of my process. An initial pilot of a small pool of hotels resulted in a revenue gain that quickly evolved into designing the entire flow in a scaleable way that could span across the entire portfolio of hotels globally.
Ungating the App
About the project:
Will not requiring users to sign into the app increase room booking revenue? This project focused on analyzing the entire app and designing an unauthenticated app experience. Checkout the full case study for an in depth view of my process. Allowing users to explore the app and book without becoming a member was crucial to increasing room revenue and drop out rates.
Digital Check-in
About the project:
During the height of the pandemic, there was an increased desire to have more options for contactless interactions to self-serve. One of the areas looked at was during the check-in process when you arrive at a hotel. Was there a way Hyatt could offer a way for guests to check in with having little to no interaction with the front desk associates? This project focused on creating a digital check in process for guests to check in on their app or on web to get either a digital key or print off a physical key for room access. This came with many challenges, especially the need for identity verification which takes the main stage by way of 3rd party integrations. While this effort was eventually defunded for a global roll out, it did make it to a select few hotels and showed much success for achieving the original business goal and user need.
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Step-up Authentication
About the project:
Security is at the top of mind when it comes to protecting guests sensitive personal information. Step-up authentication requires a user to prove they are who they say they are with an added layer of security across multiple touch points within the World of Hyatt app. This project focused on designing native experiences for both iOS and Android resulting in a cohesive approach across web and achieving business goals all while protecting guests.
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Room Booking Flow
About the project:
The room booking flow is one of the most important revenue drivers for Hyatt as a whole. Projects I worked on for the World of Hyatt app include rate transparency and re-designing the booking flow. Rate transparency was born out of the two needs, frustrated users with unclear fees and charges and a larger initiative with regulations within the United States. To view some of the re-design work, please reach out to me directly.
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App - Global Promotions
About the project:
This project had a simple solution but a large company impact, especially with cross-functional team like marketing. As the app was being modernize from a coding and platform perspective, legacy patterns quickly became out of date. In addition, it was important for the app to utilize the most recent patterns released from Human Interface Guidelines and Material respectively. The goal for this project was to create a scalable template that the global marketing team could use to push promotions onto the app for target segments.
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Text the Hotel
About the project:
Hotel specific information isn’t always static and in instances may not always be up-to-date, unavailable or not easily found. Your best resource may be communicating directly with the hotel. With the rise of text based communication, there was a need to standardize this method across hotels. For this project, I worked with multiple teams to scale an initiative to text the hotel directly within the app. With this phased project, one of the goals was to understand in real-time what guests were asking for. Being able to collect this data would inform what information we could enhance to reduce overall call center volume.
*Work in progress getting visuals