Project 1
Studio IIGRDS 400-02Emily SuttonProfessor Waters
• Project Goals
• Brand Research
• Competitors Research
• Current App Review
• Other Hotel Apps
• Improvements
• User Persona
• Flow Chart
• Interface Inspiration
• Sketches/Wireframes
• Final Designs
Content
For this project you will take the existing mobile app for the Marriott Hotel and Resorts and improve upon it. They would like
it to make it more cohesive with their updated branding as well an overall update in design. One of the common complaints
Marriott has received about their mobile app is that it is not user friendly so they would like to fix that as well.
Project Goals
Marriott Hotel and Resorts is an American-based hospitality company that manages and franchises a broad portfolio of hotels
and related lodging facilities. They have 3,800 properties in 74 countries and territories around the world. Marriott International
manages 16 different brands of hotels, including:
Marriott Rewards is the guest loyalty program that offers travelers their choice of points toward free vacations and merchandise
or frequent flyer miles, as well as other membership benefits, when staying at Marriott brand hotels worldwide.
Bulgari Hotel & Resorts
The Ritz - Carlton
JW Marriott Hotels
EDITION Hotels
Autograph Collection
Renaissance Hotels
AC Hotels by Marriott
Marriott Hotels
Courtyard by Marriott
SpringHill Suites by Marriott
Fairfield Inn & Suites by Marriott
MOXY HOTELS
Residence Inn by Marriott
TownePlace Suites by Marriott
Marriott Executive Apartments
Gaylord Hotels & Resorts
Brand Research
Hilton Worldwide Holdings, Inc.
The company is one of the world’s
largest hoteliers with a lodging empire
that includes more than 4,000 hotels and
resorts in some 90 countries operating
under such names as Doubletree,
Embassy Suites, and Hampton, as well
as its flagship Hilton brand.
Accor SA
France’s Accor is one of the world’s
leading hotel operators and the market
leader in Europe. Present in more than
90 countries, it owns or manages more
than 3,500 hotels worldwide. About
two-thirds of its hotels are located in
France and other European markets; a
quarter are located in Asia/Pacific. The
remainder are dispersed throughout
Africa and the Middle East, Latin
America and the Caribbean, and North
America.
Best Western International, Inc.
Best Western has more than 4,000
independently owned and operated
hotels throughout the globe (including
nearly 2,200 in North America), making
it one of the world’s largest hotel
brand. Hotels sport its flag in about 90
countries and territories.
Competitors
By crestwood26
Classic case of IT being completely disjointed from the business. No one cares about mobile check in if the only thing you’re
doing is telling the hotel what time you will arrive. That doesn’t even work properly since you have to mash the button to
increase the time by 15 minute increments instead of just typing out the time. If you want some level of happiness from mobile
check in allow people to select the gold/platinum arrival gift, change rooms, or something that’s actually valuable to the
customer. Why are you even trying to roll out something people don’t want when plenty of people have commented on wanting
to be able to book rewards stays through the app. Luckily for Marriott, their hotel customer service is vastly better than their
mobile app development team. I wouldn’t be a Platinum Premier otherwise...
By 160+nights@year
Use apps 100% to book rooms. Will not book another stay at Marriott until this app vastly improves. How does a global top tier
company produce such a poor product! In early 2013 Marriott got about 50 nights from me for business travel. In 2014 it will be
zero. Don’t care about member status if I have to put up with an app that’s useless.
Current App Review
To determine how users thought the app could be improved, a sample of negative reviews was selected from the Marriott app
page on the Apple App Store.
Why do you need “All Hotels”? It looks at all the hotels in a location regardless of date and availability.
The + and - for number of rooms and number of guests can be difficult to maneuver and is easy enter the wrong information
Members shouldn’t have to remember to go to another screen to log in. It should pop up first.
How can you have saved hotels if you aren’t logged in? You should have a login screen first.
I just left making my reservation to sign in.
There are two buttons to see my reservations.
Isn’t all of my information on this page? Why do I need to see a card?
Current App Review
From what?
Refine Search, Home and the back arrow all go to the same place. There doesn’t need to be that many options.
What is the difference between city and distance? If I search a city I’d like to be in the middle of the city.
Where did this design come from? It now looks totally different from the rest.
Is this a button? It doesn’t read as one.
Shouldn’t all the information I would need be here? Why would you need to go to the full site?
There still hasn’t been a sign in for me to save this to.
Current App Review
BEST WESTERN TO GOBest Western International
Rating: 4+Compatible on the iPhone,
iPad and the iPod TouchOverall Rating:
By Gus NJ
Excellent functionality and visually
appealing. Has every feature that you
find on the full site, plus the added
feature of Tripit. Well worth using.
By Nick of
I wish it gave me an option to save my
password and also the option to save
most or all of my personal information
to book rooms quicker.
Other Hotel Apps
CHOICE HOTELSChoice Hotels International, Inc
Rating: 4+Compatible on the iPhone,
iPad and the iPod TouchOverall Rating:
By Hawkeye829
At first I didn’t like it. But after the last
update, I can make reservations from
anywhere, check my points, use the
map feature to see EXACTLY where the
hotel is. Much better than calling or
even the website! I stay an average of 3
nights a week 52 weeks a year, luv this
app!
By RATTOM
Am trying to make a reservation for
4/18/2014 and today is 1/16/2014
using points. App says it is more than
100 days until 4/18/2014 and will not
let me use points. App cannot count.
Other Hotel Apps
KAYAKKayak Software Corp
Rating: 4+Compatible on the iPhone,
iPad and the iPod TouchOverall Rating:
By Sasqch
This is the app I got to first for checking
out hotels airfares cars etc. One thing I
would love to see in the application is
the ability to save hotels that I may be
interested in without actually booking.
Please add that function.
By Patague
Kayak is THE best to find a hotel for you
and anywhere and you can compare
from other websites or apps and kayak
will have the lowest price for the same
room you’re looking at.
Other Hotel Apps
• Make the overall visual design cohesive throughout the whole app.
• Open the app with a login screen
• Get rid of “All Hotels” tab
• Swap out the + and - for picking the number of rooms and guests.
• The “Rewards Page” can be changed to a Profile and have access to more information.
• Add a progress bar for how close you are to getting the next level of membership.
• Get Rid of the “Home” and “Refine Search” bar at the bottom.
• Instead of tabs to re-order the hotel list, have a dropdown choice.
• When looking at the hotel before looking at details... only have: Name, Address, Price, and Rating
• Change the tabs for “Overview, Amenities, and Getting Here” to + and - drop downs.
• Picture of hotel should be larger on the “Hotel Details” screen
• Once on the “Hotel Details” page have static “Book it” Bar at the bottom
• On the the “Review Confirmation” page have a static “Confirm” bar instead of having to scroll all the way to the bottom.
Improvements
Name: Jim CerringtonAge: 46Location: Charlotte, NCOccupation: Businessman/EntrenpourTechnical Proficiency: Advanced
As a businessman Jim is constantly trying to new clients. Philadelphia and Houston are two cities that Jim frequents in his travels. He has been a Marriott Rewards member for 10+ years and wants an app where he can quickly book his usual hotels.
Name: Kimberly PentAge: 35Location: Peachtree City, GAOccupation: Stay at Home MomTechnical Proficiency: Average
Kimberly’s son is on a travel baseball team so they travel about once a month to competitions. Kimberly just joined the Marriott Rewards program and would like to be able to find a hotel that is on her route while roadtripping to tournaments.
Name: Harry and Marie SteinburgAge: 67 & 64Location: Newburyport, MAOccupation: Retired Principal and TeacherTechnical Proficiency: Below Average
Mr. & Mrs. Stinburg are finally getting to travel since they retired five years ago. Besides traveling to other countries they visit their son and his family in San Fransico twice a year. Harry uses his son’s Marriott Rewards number and gets tired of having to punch it in each time he books a hotel.
User Personas
Scenerio 1- Book a Saved Hotel as a Marriott Member
Complete ReservationSelect Saved Hotels
Login
Login
Select My Favorites
Select Hotel
Select Hotel
Select Availability
Enter Dates
Enter Information
Choose Preferences
Select PreferencesSelect Room Size
Complete Reservation
NOTE: Once a Member has logged in they won’t have to do it again (if they use the “Remember Me” Preference. That will eliminate another step.
CU
RR
EN
T A
PPN
EW
APP
Flowcharts
Scenerio 2- Unsave a favorite hotel as a Marriott Rewards Member
Select Saved Hotels
Select My Favorites
Login
Swipe Left on Hotel
Select Hotel
Tap the Star
Tap Unsave Hotel
CU
RR
EN
T A
PPN
EW
APP
NOTE: Once a Member has logged in they won’t have to do it again (if they use the “Remember Me” Preference. That will eliminate another step.
Flowcharts
Are you a Marriott Rewards Member?
Login
Find a Hotel
Select a Hotel
Select Room Size
Select Preferences
Enter Contact
Information
Enter Payment Method
Confirm Reservation
Confirm Reservation
Looking for Hotel that
isn’t in your favorites?
Insert Information:Destination
Check-In/Out DatesNumber of GuestsNumber of Rooms
Profile Your Upcoming Reservations
Name and Location of
Your Upcoming Reservations
Name, Location and Dates of
Your Stay
AddressCredit Card
Number
Check which preferences you’d like to always enjoy.
Name and Location of
Hotel
Details of Room Size and Hotel
Details
Hotel Details
Early Check-In
Feather-Free Room
Edit
Extra Towels
Your Favorite Hotels
Your Previous Stays
Your Preferences
Your Personal Information
Of Course!
No
But
I
Sho
uld
Be!
Are you a Marriott Rewards Member?
Yes!
Lo
ok!
Yo
u’re
log
ged
in!
Flowchart
People who are not Marriott Rewards Members can only use the gray section. If they try to go to the profile, it will have an informational screen about why they should be Marriott Rewards Members.
Interface Inspiration
Sketches
Marriott Rewards Members
Wireframes
Wireframes
Booking a Hotel that is NOT saved as a Marriott Rewards Member
Wireframes
Wireframes
Non-Marriott Rewards Members
Wireframes
Wireframes
Final Designs
Final Designs
Final Designs
Final Designs
Final Designs