Maximize the hotel experience 

Context

Senior UX Designer for the Hyatt App, leading sketch sessions with Visual Designer, UX Researcher, PM, and Engineers to define user journeys and interaction specifications for Add-ons.

Problem

Guests had no way to discover or purchase Add-ons to enhance their hotel stay. The challenge was complicated by limited inventory and Add-ons spanning three disparate technology stacks — before booking, after booking, and during check-in.

Options Considered

Three journeys were designed: Add-ons at pre-submission, post-submission, and up to 2 days before check-in. Since A/B testing was not possible in the app, the PM decided to start with Journey 3 (during check-in) to extend the existing Room Upgrades experience rather than launching all three at once.

Trade-offs

Limited inventory was a documented constraint — extra feedback was added when orders could not be fulfilled. Research also revealed guests wanted Add-on taxes and fees included in the final reservation total, which was not addressed in this phase.

Outcome

The effort surfaced key inventory challenges and focused the team on Add-ons easier to fulfill. Research with hotel guests revealed two additional needs: seeing Add-on offers earlier in the booking journey, and taxes and fees in the final reservation total.

What I'd do next:

Surface Add-on offers earlier in the booking journey and include taxes and fees in the final reservation total — both documented as unmet guest needs from research conducted during this project.