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