STARWOOD HOTELS MOBILE CHECK-IN
BACKGROUND
Starwood Hotels was launching mobile check-in with keyless room entry through the SPG app. To the user, the overall flow and check-in form was very straightforward, streamlined to only show and collect the most pertinent information in a simple 1-page flow. Familiar with the kinds of information typically asked for upon checking into a hotel, users were comfortable with the information being collected, and the UI posed no usability issues.
THE CHALLENGE
As with any project that involves offline and online integration, the effort was enormous. In addition to thinking of the full offline and online guest journey, it was imperative for me to have a deep understanding of the multiple back-end and on-property systems working together to offer this feature seamlessly to the user.
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The Catalog Content Management System to display hotel Information
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The Reservation System for the guest's stay details
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The User Account database for recognizing SPG members and to present personalized features
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The On-Property Operations systems to integrate and communicate with housekeeping and front-desk scheduling
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The locking system on the room doors to provide the user 'mobile' digital keys
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The property "map" system to allow for users to choose their room upon check-in
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Collaborative working sessions with business and development teams to probe system capability and integration was critical throughout the process. It was necessary I understood each system's role and impact to the user's experience to ensure we could consistently offer a simple experience.
IMAGE: Wireframe of iOS app check-in form
MOBILE CHECK-OUT
Within the mobile app, the user was prompted to check-out on the last stay of the stay. With only a 1-step process, it was important to work with our copywriter to ensure that the user would have clear expectations on next steps.
IMAGES: Wireframe of iOS app check-out flow
APPLE WATCH CHECK-OUT
The user had the ability to check-out via the Apple watch app. The app was launched with an even more pared down experience. It was critical we used real estate intelligently and scrutinized what was the absolute priority information to show.
IMAGES: Wireframes of the Apple Watch check-out feature
PUSH NOTIFICATIONS CHECK-OUT
We wanted the user to also have the ability to check-out via push notifications. With even less real-estate space, it was imperative that every word would be clear and reassuring to the user on what to expect.
IMAGES: Wireframes of the SPG push notifications