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