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.
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.com, 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 Marriott.com, email, hotel websites, and all digital experiences.
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.
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.
Create a seamless customer journey across all platforms and services.