stay Re-design concepts
HILTON WORLDWIDE • design explorations FOR THE MOBILE APPS
The Assumption
The current layout of the “My Stay” section in the Hilton Honors apps display multiple actions that lack hierarchy and context to timing.
This could lower the rate at which users digitally
Check in
Request a digital key
Use the digital key
Check out
The Solution
Re-think the layout to
Establish hierarchy
Provide contextual prompts to the user based on their stay timeline
Long term: Increase user interaction with digital check in, check out, and digital key
My Role
As the lead UX architect, I was in charge of exploring design concepts and delivering wireframe options.
Since the highest priority from a business perspective was bookings, this particular area was not a priority for development.
The design team, however, felt passionate about updating this experience. Our goal was to create something visual to pitch to our stakeholders, as well as to test and learn.
Process
Part 1
Design and test to validate assumptions.
Part 2
Pitch designs with support of testing results to get stakeholder buy-in.
The previous design
Stay Section
Each reservation looks like a variation of the below, containing reservation details, action icons, and tiles.
The Logic
Conditioned Tiles: Check in, digital key, check out
Each tile will have a flow or a screen associated with it.
Conditioned tiles will have variations based on:
Timeline
User trigger
Hotel response
the problem
(Assumptions)
All tiles look the same, whether they are a status, an action, or an informational item
It is unclear whether an action should be taken or it is purely informational
Some tiles will be trigged by timeline and some will be triggered by a user action
Lack of hierarchy
Lack of consistency
stay conditions timeline
Stay conditions will determine what tile variation will display for each of the check in, digital key, and check out tiles.
Pictured: Stay timeline
digital key example
Below is an example of the digital key tile changing according to the stay timeline and conditions.
Designing a new flow
the new hierarchy
design goal
In order to increase primary interactions from the user, the new layout will aim to have hierarchy and context to justify what should help them in that given moment, while maintaining the ability to discover and use other related content.
It will contain
A status
A primary CTA
Secondary CTA’s
Info items
Pictured: the new hierarchy
TESTING OPTIONS
Pictured: An example of a user who has an upcoming reservation with 2 rooms.
A - Card Design
Each room will be represented by a card that displays the user status, room information, and primary action.
Below the room card(s) will display other information pertaining to your action and info, as well as information related to the city.
B - Bottom Sheet Design
Tile design is maintained, but tiles represent generic content that is maintained throughout the stay
Swipe-able bottom sheet reveals personalized information: contextual to time and user actions
Test Objectives
Does the user understand the following:
Their current status
What next steps will help them accomplish their goals
How to find stay information, information about digital key, check-in, and check-out
Grouping:
How can we group the other relevant actions and information so the user can easily navigate to what they need
Wireframes
flow a
flow b
Next Steps
In order to prioritize the update of this section, usability must be validated through testing and iteration.
Test wireframe options
Use learnings to iterate designs - specific to layout preference and grouping items