Our work focused on improving the digital guest experience across multiple platforms including the Atlantis/Monarch player rewards mobile app, resort property websites, and several internal hospitality systems.
We began by mapping guest journeys using persona-based design thinking. These personas represented major guest tiers and travel behaviors, allowing us to test hospitality user flows against realistic scenarios before development.
From there, we redesigned several high-value areas of the platform:
- We rebuilt the user registration and sign-in system to resolve technical issues that previously prevented some guests from accessing their accounts due to enrollment order errors.
- We redesigned the booking experience for hotel rooms, spa services, gift cards, and entertainment tickets, improving clarity and reducing the steps required to complete a reservation.
- We helped design a mobile digital key feature that allows hotel guests to unlock their room doors using a smartphone. The system integrates with the hotel property management system and uses Bluetooth-enabled locks with secure authentication tokens.
Throughout the project we also developed design systems, UI standards, and documentation that supported the marketing team and ensured a consistent guest-facing brand experience across mobile apps, resort websites, and third-party integrations.
All features were tested through iterative UX prototypes and refined through agile development cycles using performance metrics and usability feedback.
