Travel & Hospitality

a hotel guest using a Marriott app

Our Point of View

In 2020, the global COVID-19 pandemic changed the travel and hospitality landscape forever. Two years later, building off pent-up demand, the industry’s largest companies saw massive interest and site traffic. Those that invested in understanding customer behaviors and expectations through ongoing user research and analytics captured record bookings and an opportunity to build lasting customer relationships.

In 2023, the desire to travel is at an all-time high. Travelers are looking for deals, elevated real-life experiences, and a simple, smart digital experience that lets them explore or book on the go. Companies that integrate accommodations with experiences will differentiate themselves and capture potential customers longer, leading to more revenue. 



Average daily rate
Average response time per channel
Average review rating
Booking conversion rate
Brand equity
Content engagement
Conversion rate
Customer lifetime value
Direct bookings
Gross bookings
Guest satisfaction
Look-to-book ratio
Loyalty program members
Net promoter score
Occupancy rate
Online reputation and ratings
Rate promotion
Reservation abandonment
Revpar (revenue per available room)
Search ranking
Speed to book


Accessibility design (WCAG 2.2)
Brand ecosystems
Content strategy
Design systems supporting multiple brands
Guest journey experience design
Loyalty programs
Mobile apps and configurators
Offers and pricing engines
Omnichannel and responsive design
SAFe agile
Search landing experience
Search optimization
Targeting and retargeting
Upsell and additional services
User research across audiences

Partnerships with Results

I'm so grateful for the opportunity to work with such a talented and genuinely amazing group of designers. I’ve worked with much larger agency partners, and this was by far the BEST experience I have had yet. I can’t say enough good things about this group.

Jessica Dewing

Sr. Manager, Digital Optimization, and Marketing Ecommerce,
Carnival Cruise Line

20+ Strategy, Product, and Process Redesigns

We provided Marriott with strategic support on nearly two dozen consumer- and employee-facing digital projects. Our design work included migrating 7,200+ hotels onto a new template system, creating on-property front desk and in-room TV experiences, and executing major mobile features including digital key, key station printer, and room service requests. We also led massive redesigns for, Marriott mobile, the Sheraton brand, the personalization engine, and the call center experience.

Our design operations work included building the new standards team, process, and governance model and creating a company-wide design system that supports 30+ brands across, email, hotel websites, and all digital experiences. 


Booking Engine Optimization

We helped Carnival capture record bookings by enhancing and optimizing its digital booking path. Using a research-led approach, we redesigned the entire booking experience including search, cruise configurator, cruise summary, payment, and confirmation hold. We then supported multiple development teams in implementing the new designs. Our collaboration with Carnival also included optimizing the software delivery process by rebuilding the user research program, streamlining design and development handoff, and creating a new design system that’s now used for the entire website.


Sheraton Community Experience

We helped create a new community experience for Sheraton hotels by conducting market research, prioritizing features, brainstorming opportunities, and creating an immersive experiential prototype to demonstrate key features of the new experience.


Case Studies

Travel & Hospitality

Marriott International

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