CASE STUDY
Marriott B2C Marketplace
Marriott is the largest hotel and leisure real estate operator in the world.
I prototyped and tested booking system flows that had to be adaptable enough to be used by a global company that offers vacation ownership, exchange, rental and property management to over 400,000 customers across a portfolio of brands.
Impact
Unified multi-brand experience
Mobile app designs were used as a foundation for the desktop experience and platform redesign. The new design is flexible enough for brand partnerships.
A more accessible app
Business leadership worried that many of our customers were long time club ownership members and the assumption was that they would not be able to handle large changes to the UI. I was able to show that WCAG 2.1 compliance was achievable.
Role
Information Architect / UX Designer
Team
1 x business analyst
2 x information architects (UX)
5 x engineers
Year
2019
Process
I wrote use cases, prototyped extensively, and tested options for the vacation marketplace exchange experience.
I was the information architect within a digital transformation team tasked with creating a new experience for onboarding existing vacation club customers onto a native mobile app built for Android and iOS.
The Problem
Onboarding existing vacation club customers onto a native mobile app while complying with new GDPR law.
Complex business rules and technical limitations resulted in customers being exposed to unnecessary complexity. Marketing wanted to push forward a native mobile app, while business leadership needed updates that would make us compliant with new GDPR law.
Solution
New app with a familiar user experience.
Focus was given on reducing complexity while implementing familiar desktop experiences.
Business leadership wanted the mobile app to mimic the desktop browser experience. My role focused on showing what changes needed to be implemented in order to comply with GDPR law and accessibility standards. As we explored user flows we were mindful of how we would be collecting and storing data on the mobile app.
