Monarch Resort & Casino, Inc.

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Managed company-wide UX and UI for the player rewards app, hotel property websites and third-party integrations. Redesigned profit areas of the websites and apps, such as sign-in, user registration, hotel room bookings, gift cards, concert tickets and spa treatments. These changes resulted in a 70% decrease in customer service requests and a 20% increase in traffic.

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User Experience (UX) · UX Research/Analytics · Usability Engineering · User Interface (UI) · Front-End Development · Design Systems

Digital Key

This UX video depicts the viewpoint of a signed-in user from the user’s reservations page. This process allows the user to capture a digital key from the hotel management system and generate a unique token that can be used on a bluetooth enabled door lock.

This UX prototype also shows bluetooth error messages that might be encountered if the user isn’t close enough to the door.

Created user journeys and led the design thinking behind complex user experiences by utilizing personas for our major guest tiers and testing those against prototypes and development iterations. Once launched, the features were measured against success metrics and improved throughout our agile team development process.
style guides and color design systems
Created design systems, style guides, and materials to support Marketing team and ensured a consistent guest-facing brand experience.

User Registration Rebuild

Rebuilt the user registration system to improve the user sign-up experience.

The previous system had several flaws which prevented users that enrolled with a membership in the wrong order to be denied credentials.

The improved system lowered customer service issues by 70%, reducing strain on the company’s support personnel.

UX Case Study

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Download this UX Case Study

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