I.guest
Service App for Hotel Guests
The Challenges
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Saving time of wait in line at the reception for check in and check out especially during busy periods
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Wait on the phone if there is a need for a service person
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Various hotel activities, updates and payments to the hotel for the various services
Opportunity
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Save a long wait for reception / phone service
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Allow hotel guests to perform the variety of operations
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Any update from the hotel will appear directly on the home page of the app
Research
Competitive Research
To better understand the competition, I selected four competitors. Three chains in Israel and one outside Israel.
Strengths
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Quick registration
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A variety of services
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Updates
Weaknesses
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Features are open to registered users only
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Unclear icons
Strengths
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Quick registration
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Chat online
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Clear icons
Weaknesses
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Relatively slow
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Registering to see features
Strengths
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User experience
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Digital room key
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Smart room
Weaknesses
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Confusing Navigation
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Icons are not aligned
Strengths
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Wide menu
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Reminders
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Questions & Answers
Weaknesses
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Side menu
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Small icons
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Crowded menu
Dan Hotels
Fattal Hotels
Hilton Hotels
Riadh Palm
Order a Service
App Payment
Mobile Key
Chat
Notifications
User Friendly
Research findings
Get used to a digital service
1.
A confusing user journey
2.
Business efficiency
3.
In a conversation with the programmer of the Dan hotel chain
The goal is to improve the guest service experience and streamline hotel manpower.
The Solutions
Digital check-in and check-out
1.
All types of services in one place
2.
Order services outside the hotel
3.
Understanding the users (Online Survey)
First and foremost, I wanted to understand about a broader perspective of goals, behaviors, user challenges, to further analyze the design process.
121
Respondents
64.5%
Women
34.7%
Men
62%
Age 25-39
The most Important questions
The goal is to understand what is actually most important to people in terms of check-in and check-out and what is really important in terms of service.
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What was the waiting time for check-in and check-out?
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What is the reason for the long waiting time?
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What types of service do you usually turn to for reception?
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Have you previously experienced the app for checking in and out / various services?
What the respondents say?
79.3%
Turn to the reception to order towels / change bed linen.
58.9%
Waited the longest for service were during the summer and holidays.
Recepation
Respondents Share
In addition to answering the survey, there are some people who have chosen to add about their opinion about in-app service / their experience in experiencing hotel service app.
"I was a guest in a park abroad and everything, great idea"
"In a hotel in India we were checked in via the tablet"
User interviews
Top questions
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When was the last time you stayed in a hotel in Israel / abroad?
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How long did you wait for service? Expand
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Which services do you mainly turn to for a reception service?
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Tell me about a good / less service experience while staying at the hotel
Interview findings
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I interviewed people and they have not heard such an app.
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Some of them were a bit "suspicious" because of the habit of frontal and telephone service.
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Compared to abroad, in Israel this technology is relatively new and therefore the implementation will take time as well as the logistical issue.
Personas
Based on our user interviews and research collected, I created the persona to help create an optimal experience for our target users.
Irit Maimon 40 , Bat Yam
Married+3
Work: Design
Education: B.A
Location: Jerusalem
Needs, pain points and goals
When I am on vacation with the kids then it is important
for me to keep up to date with activities for my adults and children
because sometimes there are changes in the hotel plans.
How can we help
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see the variety of hotel activities in the app
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Option for reminders
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Ordering various services in the app
Ariel Nevo 58 , Tel Aviv
Family: In a Relationship+2
Work: CEO Art Company
Education: B.A Economics
Location: Tel Aviv
Needs, pain points and goals
I fly a lot abroad and a lot in a round of meetings,
so the location of the hotel is important - traveling to exhibitions.
USB and Wifi connection and if possible a coffee machine
How can we help
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Tecnolagy- Smart Room
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Room service in a simple operation
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option to chat service representative from the reception through the app
User Journey
Irit booked a vacation at the hotel
Irit entered the app
Check-in
Receives a room number
Irit can order a service, to get updates easily even when she is outside the hotel
User Flow
Site Map
Mid Fidelity Wireframes
Following my research, I realized that service is a top priority for users.
It was important to me that all actions be centralized on the home page.
He can perform the action or cancel and return to the previous page and perform additional actions.
Log in
Registrar
Choose Service
Oreder Towels
UI Final Design
