The Baroness Hotel
Hotel checkout experience
project objective
Purpose: To enhance the experience of the Hotel website.
Artifacts Used:
Conducted interview with Hotel and a few guests.
Define target user with a Persona
Sketches & Proof of Ideation Process
Open Card Sorting
Competitive analysis
Design Iterations validated by User Feedback
Site Mapping
user interviews
How you do feel about check in and check out
I think checkouts should be fast or express checkout because I hate waiting.
There are usually lines at the front desk and they take too long
I don’t like to go to the front desk. I’d rather receive it via email.
Just have them email me they have my credit card info anyway.
The faster the better.
I like the express checkouts when I travel with work.
Most hotels I stay at for work have fast checkouts. It's all online and so convenient.
What do people look at when booking a hotel online?
Good Deal and price
Nice website, easy to navigate
Restaurant or bar in the lobby
Close proximity walking distance to attractions and restaurants
King size bed and desk in the room to work
If they have a concierge floor that is a bonus
If they have a balcony or can open the window
Rewards programs, complimentary upgrades, and ways to earn points for free stays.
Review, how many stars
Images, photos
Cleanliness
Updated facility - granite, paint no wallpaper, nice looking sheets, modern look
Competitive Analysis
Lack of large photos on their website
Express checkout is a necessity for business travelers, cruise people, convention goers.
Rewards is always a plus for business and vacationers.
No discount packages to travelers.
They offer room service but not 24 hour room service.
They do not provide transportation but will call a cab if needed.
Rooms need to be Air Conditioned
I would recommend complimentary parking and/or Valet for their guests.
Competitors are offering theatre tickets and Dining Certificates.
BUSINESS ANALYSIS
Improving the check out system
Identified the services provided from our competitors and to make design decisions for The Baroness Hotel
Improving the website with more photos
primary persona
Key Characteristics
63 years old, Married
Human Resources Manager
Lives in Los Angeles, CA
One daughter, one grandson
Annual Income $130,000
Volunteers at church, and special events
Daniella (Grandma/ Loves to Travel/Human/ Resources Manager)
“I love this hotel! It's easy to book your stay and fast checkout, it’s a whole apartment and walking distance to everything. I wish I'd stayed longer.”
Travel Behaviors
Daniella is the grandmother of a 15-year-old who loves to visit her grandson in Seattle. She loves to travel alone or with friends to hotels that offer special deals to their guests. Daniella always books her hotel and dining reservations online. She enjoys staying at hotels that are historic, centrally located because her time is critical. She likes walking distance to restaurants, shops, and tourist attractions. When she is visiting her grandson for birthdays and holidays, she looks for fun places that he would enjoy and unique gifts for him.
Goals
Simple use of layout of the website for bookings
Discounts on hotel rates and services
She values her time
Close proximity to attractions, shops, and restaurants
Prefers historic hotels centrally located
Pain Points
Difficult navigating hotel website for reservations
No package deals or discounts offered
Waiting in Line to check out
Lack of photos
Have to drive to go places
Is always on time constraints
User Research Synthesizing Data
Open Card Sorting
THREE PAIN POINTS
Improving the check out process
Making improvements to Navigation Menu
Would like to see more photos on website
Site Map Iterations
NEW NAVIGATION MENU USER OUTCOMe
Prototype Iterations
Link to wireframe demo:
https://projects.invisionapp.com/d/main#/console/16723513/346773604/preview
