Case Study

Marriott International

Reimagine the training experience for 1M+ employees

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Overview

Marriott International employs over one million associates worldwide, across 30+ brands, all of whom need to be trained when joining the company or moving to a new position. Career development paths are a vital feature of Marriott's retention strategy, and training is integral.

Marriott faced many training challenges. Marriott provided employee training through multiple platforms, which was confusing to associates and expensive to maintain. Training new associates could take between 5 to 10 days, during which trainees could not perform their job duties. Individual employees wanted learning tools to take charge of their career development. And General managers must ensure that their associates complete their required training on time to comply with Marriott's quality standards. They needed a better way to keep tabs on training activities and manage their compliance.

Variate interviewed many associates at the beginning of the project to understand their unique approaches to career advancement, what factors contributed to their progress, and what type of training helped them the most. We used this information to create a new strategy for training employees across all brands. Then we designed a unique personalized training experience that became the foundation for a new Learning + Development system across all brands. Marriott used the new system to train over 1M employees across all properties for COVID cleaning.


What We Did

  • New product redesign
  • New user research program
  • Team training
  • Created a new design system for 30+ brands

Outcomes

1 New user research program to support all products
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New user research program to support all products

1 New training product
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New training product

3x Increased speed to complete required Training
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Increased speed to complete required Training


3 Big Takeaways

  1. Personal growth is not linear
  2. Make your experience hyper-relevant to each employee
  3. Design a system that enables brands to shine

1.

Personal growth is not linear

Personal growth with a company with many brands is not linear. We learned that many employees felt that many different types of personal growth interest them through employee research. We defined three learning stages -- Ramp-up, Grow + Deepen, and Grow + Expand -- and then developed and tested potential solutions for each. Initial solutions were high-level illustrations which then evolved into high-fidelity interactive prototypes. We outlined a "product roadmap" based on each solution's potential impact on associates and core business needs, and technical feasibility.

1.

Personal growth is not linear

Personal growth with a company with many brands is not linear. We learned that many employees felt that many different types of personal growth interest them through employee research. We defined three learning stages -- Ramp-up, Grow + Deepen, and Grow + Expand -- and then developed and tested potential solutions for each. Initial solutions were high-level illustrations which then evolved into high-fidelity interactive prototypes. We outlined a "product roadmap" based on each solution's potential impact on associates and core business needs, and technical feasibility.

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2.

Make your experience hyper-relevant to each employee

Companies care about their employees and do their best to enable each employee to accomplish their daily tasks most efficiently. Upon login to the new training platform, the system knows the name and role of each employee. It shows the most relevant information making it easy for each employee to perform required training pertinent to the company and individual brands. Some brands have additional required training and offer brand-specific training so that employees can build a personal curriculum around future position growth.

2.

Make your experience hyper-relevant to each employee

Companies care about their employees and do their best to enable each employee to accomplish their daily tasks most efficiently. Upon login to the new training platform, the system knows the name and role of each employee. It shows the most relevant information making it easy for each employee to perform required training pertinent to the company and individual brands. Some brands have additional required training and offer brand-specific training so that employees can build a personal curriculum around future position growth.

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3.

Design a system that enables brands to shine

The new employee experience strategy enables the Marriott loyalty brand to coexist with 29+ individual hotel property brands, including luxury, premium, select service, and extended stays. Each brand's specific needs vary considerably--for example, luxury and premium brands have richer stories about their culture, features, amenities, etc. Variate created a framework for the design system that allows all brands to coexist in one system and "flex" throughout the customer journey to create the optimal brand experience. Each employee completed all training on brand, making it easier for each employee to stay focused and retain knowledge.

3.

Design a system that enables brands to shine

The new employee experience strategy enables the Marriott loyalty brand to coexist with 29+ individual hotel property brands, including luxury, premium, select service, and extended stays. Each brand's specific needs vary considerably--for example, luxury and premium brands have richer stories about their culture, features, amenities, etc. Variate created a framework for the design system that allows all brands to coexist in one system and "flex" throughout the customer journey to create the optimal brand experience. Each employee completed all training on brand, making it easier for each employee to stay focused and retain knowledge.

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Get in Touch

Are you interested in learning more about Marriott International or any of our other training or enterprise transformation projects? Contact Us.