W HOTELS
Elevating the in-room guest experience for W Las Vegas
Role: UX
Duration: 6 Months, completed in 2016
Through a brief and a review of the renowned W Hotel chain's brand identity, I was tasked with creating an on-brand Interactive TV app Interface. The ITV system affords hotel patrons the convenience of ordering movies, making restaurant reservations, among other utilities. This project lasted 6 months.
The Challenge:
A design challenge presented in this case was continuing the hotel's web experience in an interactive TV format that elevated the in-room features, encouraged engagement with brand partners and improved the overall experience of the hotel patron's stay. Internally, I utilized a rigid legacy system for customizing the UI.
Users navigated the platform with a standard smartTV remote- this was ultimately the most challenging obstacle to design around. The remote had over 40 buttons, but an ethnographic study showed that users typically only used the 8 buttons that feature color.
The Solution:
To compliment requirements, I mapped the customer journey of W Hotel guests to help understand the context of use. How might we design a solution to help hotel guests maximize their vacation and simultaneously upsell on behalf of the hotel client? I worked with a stakeholder on the client side to pull insight on guest behavior and pin point the major frustrations and concerns of hotel guests at each stage in the booking and vacation process.
Utilizing W Hotel Group’s style guide, I designed the user interface of W Las Vegas' in-room ITV app to serve as an intuitive tool upon arrival, during their stay, and at checkout. I worked as a part of a multi-functional team, visualizing the interaction within the app and producing deliverables for W Las Vegas. It was a dream project - the fact that the W Hotel brand is known for their prestige and acute attention to detail made it an honor to contribute to the W experience.
