Reimagine the Journey
We created a seamless journey from wanderlust to loyalty, where each touchpoint is precisely tailored to the customer's unique needs and the Marriott brand's distinct identity.
Marriott Bonvoy
Create a seamless customer journey across all platforms and services.
What We Did
Research & Insights
Digital Strategy
Service Design
Digital Product Design
Front-End Development
Back-End Development
In the vast and ever-changing world of the hospitality industry, where customer expectations continually evolve and choices are seemingly limitless, it requires creative intelligence, strategic foresight, and leading technologies to stand out.
As the world’s largest hotel company, Marriott International boasts 1M+ employees, 30 distinct brands, more than 7,000 hotels, a loyalty membership exceeding 110 million, and a website attracting over 500 million unique visitors annually. To consistently deliver impactful experiences across this complex organization, they partnered with us to transform their customer journey.
Driven by deep collaboration, we created more than 40 strategic and tactical projects that resulted in cohesive designs, empowered teams, and story-worthy moments. The success of this six-year collaboration is ongoing, with happier, more engaged customers, and improved efficiency across the organization.
200%
Revenue Increase
$800 M
New Revenue Year 1
$800 M
New Revenue Year 1
Reimagine the Journey
We created a seamless journey from wanderlust to loyalty, where each touchpoint is precisely tailored to the customer's unique needs and the Marriott brand's distinct identity.
Understanding the User
We interviewed more than 300 hotel guests and utilized these insights to establish a foundation for a new omnichannel design system that would best meet their needs.
Customizing the Experience
We crafted a unified customer experience that allows Marriott's 30+ brands to harmoniously coexist, while also enabling tailored, brand-specific interactions at key moments throughout the customer journey.
Partner with us
Offer your customers something no other brand can. Collaborate with our world-class design team to bring your vision to life.