A product for Marriott's specialty hotels
UX Design - Concept and Service Design
With a group of 10 research participants from Marriott hotels, I was able to understand the daily challenges hotel staff has to work with in order to create the perfect guest experience.
The following is a section of a guest service system that helps guests place requests through a centralized platform where the hotel crew can track and prioritize tickets to improve customer satisfaction. Guests at W Marriott hotels would be able to place food or room requests, report maintenance issues, and stay engaged with the hotel staff from the comfort of their suite.
Why digitizing room service?
By using modern tools to centralize and track guest requests, hotel staff work-flows can be streamlined to improve customer satisfaction.
W Shanghai
Users groups
User groups + priorities
Guest:
Easy and fast way to request or report issues, convenient way to track progress or status on a request, tech accessibility.
Hotel Staff:
Ticket organization, clear communication across teammates, access to one record as the source of truth for all teammates.
Categorized guest services
A general overview of the available guest services were mapped out, as it would be logical to find and address them. Room comfort, dining, maintenance, reservations, events, and about W were the general groups that the information was structured under. Three sub-groups under "hotel staff" were identified as key contributors to the best guest experience.
Guest Portal Flow
From guest request to hotel team being notified. Additional flows were made for staff platforms.
Guest portal - Low Fidelity Mocks
Different platforms were developed for three categories of users: guests, desk clerks, and maintenance crew. This is only a few examples of how the guest platform was developed.
A complete ecosystem to track guest requests
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