the problem

Introduce interactive technologies to maximize hotel efficiency, improve guest experience and maximize hotel revenue.

This was an intensive research project for a client who was launching a new hotel, Tiles Madeira. Our proposal, a service that connects Tiles guests to unique local recommendations from Tiles employees, enabling them to explore the island in the an authentic way. 

 

My role: Prototyping Lead, UX Design

Tools: Framer, Sketch

Project Duration: 12 months

Team: Catherine Chiodo, Mike Henderson, Miki Nobumori, Sara Stalla

product preview

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User research

We conducted various ethnographic studies for 6 months to retrieve data and discover trends within the hospitality industry. We also went into the field to understand traveler behavior. 

 
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understanding the business goals

I created a system map to understand where our solution would fit in the hotel ecosystem. This gave us a clear picture of how data flowed from the guest's initial booking to staying in the hotel. 

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involving the user to guide product direction

Our team conducted two participatory design workshops to co-create our design idea. The first workshop was held using Stanford D.School's method as well as Malmo Institute of Design. We gathered incredible insights from travelers within our research community at M-ITI.

The researchers and staff members were all frequent travelers giving talks at conferences, presenting papers and visiting friends and family all over Europe. They all mentioned wanting unique, authentic experiences when they traveled and also wanted to feel a sense of security by having concierge staff members giving them recommendations. These insights validated our opportunity areas. 

Our second participatory design workshop was held at the hotel we were designing for with the actual staff members. They were incredibly excited to partake in the activities we had planned, were very engaged, and loved the idea of being able to create internal staff profiles to provide recommendations. Through this process, our intuition told us we were on the right track with our concept.  

Prioritizing features based on user research

Guests can discover staff recommendations through a map view. Pop up cards were also chosen as the micro-interaction for this screen to give guests just enough information without overwhelming them. 

Itinerary

Guests can email their personalized itinerary to themselves to take when exploring the island

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We user tested our concept through a set of wireframes and finally, I coded the high fidelity version of our prototype through Framer. Here's the final version: 

 

Takeaways and next steps

Our interactive experience served its purpose in three ways.

1. Increased engagement with potential repeat customers 

2. Platform opened partnership opportunities with local business

3. Decreased employee turnover through employee engagement program

4. Increased brand awareness through implementation of kiosk in lobby of hotel

Lastly, our months of research were validated by Airbnb launching Experiences two weeks before we had to pitch our final concept and prototype to our client. 

This project is in progress further designed and developed by Edigma and BGuest in 2018. 

 

 

 
 

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