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.

Duration: 5 months

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

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DISCOVERY

BACKGROUND

Addressing facility underutilization at hotel branches in busy cities

The new hotel branch is located in one of the world’s busiest cities, 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 the app so it 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

Uncovering gaps in hotel apps for post-check-in experiences

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.

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DESIGN

Let users know about the hotel facilities and make booking easy for immediate use

We developed numerous experiences for booking on-site facilities. One of the booking features we developed is specifically designed for the 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.

Wireframe Examples - Booking a Working Space

Hi-Fi Mockups

Display detailed information about room amenities and services, including the option to request a late checkout

We improved transparency by detailing room facilities and services, while also enabling features like easy late checkout requests.

Personalize the home screen by showing facilities specific to each hotel branch

Once the user checks in, the app dynamically adapts to their location, displaying facilities and services specific to the hotel branch. This ensures a tailored experience for each guest, enhancing convenience and personalization.

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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.