I worked with Hyatt to extend their hospitality to a multi-channel digital booking flow for the iOS app, Android app, and mobile site.
Role: Lead UX/UI Designer
Challenge: Use existing APIs to improve the cross platform mobile experience of browsing, booking, and checking in.
The mobile site was hugely API driven, enabling us to optimize and rethink the experience for the mobile user, without restriction to adhere to the desktop structure.
BOOKING A ROOM
The booking flow is a critical part of the experience. I streamlined the process into 3 simple steps and kept all the user's information accessible at every step. After launch, customers responded with appreciation that the process had been made so much easier.
MOBILE APP (v2.0)
Designed for both Android and iPhone, the app was a major overhaul of the first version. This version helped lay the groundwork for later iterations, fixed some critical flow issues, as well as introduced a completely refreshed UI.
Unlike the mobile site, the app was primarily a tool for existing members of the hotel who travel frequently to favorite locations. It needed to be curated for those customers, rather than the more browsing-oriented mobile user.
The hotel experience starts with the app: before guests even arrive. With this in mind, the property pages featured local weather, prominent contact information, and an immersive image gallery. The branch's unique branding needed to be represented, while still maintaining cohesiveness with the rest of the app.
The icons, however, were universal for every hotel. One guest saw the swimmer icon for Activities, and upon arriving at his hotel of choice, was dismayed to find there was no pool on the property. The complaint made it all the way back to Hyatt's tech team, and since the first launch, the icon has been replaced in favor of a more generic activity icon!
Without leaving the app, users were able to call an Uber to and from their hotel and see updated arrival times and options.