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Ask Hyatt
Ask Hyatt
Goals
Enable guests to use a smartphone app to self-serve their hotel experience, reducing check-in and room service wait times.
Role
Senior IxD partnering with Visual Designer and Project Manager to:
Validate the usefulness of key tasks with low-fidelity designs.
Leverage Optimal Sort for hotel requests IA
Challenges
Overcame unknowns about the process and guest pain points by getting feedback directly from hotel guests while they waited to check into their rooms.
Capabilities
App notifications asking guests to check-in ahead of time to speed up the staff room assignment and room key process.
Use Chat and UI to fulfill orders for items such as pillows and towels instead of calling the front desk.
Outcomes
Positive feedback justified additional investments to update hotel IT systems to support these capabilities.
Mobile Entry
Mobile Entry
Goals
Help guests overcome blockers to using Mobile Entry so they can save time by skipping the check-in line.
Role
Sr IxD collaborating with Visual Designer and Product Manager
Designed Axure wireframes and annotations to get engineers started quickly with new onboarding and help screens.
Challenges
Overcame challenges by aligning design and instructions with research-driven insights into the users' mental model for using a smartphone to open their door.
Wireframes
Outcomes
Wireframes were validated with hotel guests and leveraged for the World of Hyatt App redesign.
Late Check-out
Late Check-out
Goals
Help eligible guests understand how to receive their Late Check-out benefit without disrupting hotel operations.
Role
Sr IxD collaborating with scrum team to design annotated wireframes.
Challenges
Overcame the challenge of providing Late Check-out by interviewing a VP of Hotel Operations to investigate the problem space and brainstorm solutions.
Wireframes for 3 key user journeys
Journey 1: Check-in
Journey 1: Check-in
Eligible members can select a check-out time later than the hotel's standard time.
Journey 2: Post Check-in
Journey 2: Post Check-in
Eligible members may also choose to change their check-out time at any point before midnight of their day of departure.
Journey 3: Check-out
Journey 3: Check-out
On the day of departure, eligible members may choose an earlier time in the check-out process.
Outcomes
Surveyed members said they were more satisfied and loyal when they could use this benefit.
Managing room inventory became easier for hotel staff.
Anecdotal feedback indicated users wished they could receive a guaranteed Early Check-in benefit.
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