How Might We Enhance The Guest Experience At Hotels And Encourage Them To Utilize Hotel Facilities More Frequently?

Confidential Client

Intro: One of the leading global hotel chains has successfully implemented a mobile self-checking system into their application. They aimed to elevate the guest experience further by incorporating additional features for guests who have checked-in.

My team and I are assigned to improve the digital experience for hotel guests, enabling them to be informed about and utilize the hotel facilities more frequently.

Duration: 5 months

My Roles: I created Feature Mapping, User Flows, Wireframes, Hi-Fi Mockups, Prototypes

________________________

DISCOVERY

Background

The new hotel branch is located in one the world’s busiest city, catering to travelers visiting for either business or leisure purposes. Considering observations from other branches, there is a concern that the hotel guests may frequently explore outside the hotel, potentially leading to underutilization of the hotel facilities. Therefore, we were asked to enhance an app that can inform guests to conveniently discover and book the hotel’s facilities during their stay.

We divided the facilities into 3 categories, and then created aims for each category:

Comparative Studies

After looking at other hotel apps, we noticed that some of them have also tried to make booking and checking processes easier. But only a few of them already incorporate features to clearly display and inform users about the hotel facilities. Many of these apps still prioritize enhancing the pre-booking experience rather than focusing on post-check-in services.

________________

DESIGN

Wireframes - Facility Booking Flow

One of the booking feature we developed is specifically designed for the co-working space. Once guests have checked-in, we aimed to streamline the process, allowing them to swiftly secure a spot without unnecessary delays. Users will have the option to book instantly if they require the space promptly during their stay.

Hi-Fi Mockups

Alongside incorporating new flows, we also tried to improve the home screen experience for users who have checked-in. In our proposal, users can explore popular facilities within the hotels and discover interesting nearby areas.

________________

OUTCOME AND REFLECTION

While we received positive feedback from the clients for this proposal, the new hotel development has been postponed from 2024 to 2027, consequently delaying this app project.

Nonetheless, working on this project provided me with valuable experience in managing clients from East Asia, particularly Hong Kong. This exposure allowed me to gain insights into new design styles and best practices prevalent in the region.