stay Re-design concepts

HILTON WORLDWIDE • design explorations FOR THE MOBILE APPS

Display image for stay.png

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.

Stay- Old screens.png

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

Tiles.png

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

Pictured: Stay timeline

digital key example

Below is an example of the digital key tile changing according to the stay timeline and conditions.

DK EXAMPLE.png

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

  1. A status

  2. A primary CTA

  3. Secondary CTA’s

  4. Info items

Pictured: the new hierarchy

Pictured: the new hierarchy

TESTING OPTIONS

Pictured: An example of a user who has an upcoming reservation with 2 rooms.

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 A- 1.png
FLOW A -2.png

flow b

B-  check in ready.png
B- check in complete.png
B- Dk ready.png
B- Checkout available.png

Next Steps

In order to prioritize the update of this section, usability must be validated through testing and iteration.

  1. Test wireframe options

  2. Use learnings to iterate designs - specific to layout preference and grouping items