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Marriott BonVoy

Provided UX feedback for an improved user app experience

Marriott BonVoy

My contribution: My role was not the designer, for this project I was contracted as a UX Strategist. During my time on this project, I collaborated with the research team to observe, collect testing notes/findings, and analyzed 12 1-on-1 user testing session interviews. In order to provide new and improved UX design feedback for a better user experience app journey. Created UX feedback and generated low-fidelity wireframes for the design team.
Client
Marriott (Work via Instrument)

Duration
1 month contract

Tools
LookBack, Miro, Figma

My Role
UX Strategist, Freelance

Observation
Key areas

Focused on the main key features within the app, for both web and mobile experience.

User testing sessions

The team ran 12 user testing session interviews that were 1-on-1 (60-75 mins per session), remotely via LookBack. Collected the session interview notes in Miro. We collected the participant's previous booking experience, app successes, fails, mismatched expectations, and user's needs and wants.


Compare Challenge

Provided UX feedback for the whole app, although for this case study, I will just detail on one UX challenge.

Compare mode

The compare mode is an immersive focus on each hotel property while highlighting key amenities to help customers decide where they want to stay during their trip. With the original experience, users had to switch out of the hotel specs page to the other hotel page, in order to compare amenities. The information wasn’t on the same screen. Basically, they had to memorize the information from hotel 1, click out then on hotel 2's page, then review. With this flow, there are a lot of unnecessary clicks and multiple backtracking.

Participant’s feedbacks

Some participants would want more details on the hotel information page to compare. Most participants like the compare idea within the app, but don't feel that this version is a true comparison. Felt more like a detailed information page. While all the participants didn't like the click out to view the other hotel information. All were suggesting a side-by-side comparison view instead. Which would be expected when you think about a compare mode feature.

One of the participant said, “Not impressed! This is not a compare page at all. It's more of a bio page. This method doesn't help to compare one to another. Am I supposed to remember all the items on the first one? I feel think is not doing a good job, comparing at all.”

UX Solution suggestion

Ideally, the compare feature should have the hotel specs & information on the same screen or an easier interaction than clicking out and memorizing content repeatedly. In order to have both hotel information/specs on the same screen, the layout design needs to be adjusted. (Option 01: Hotel specs & info on the same screen. Option 02: Toggle buttons to quickly switch hotel specs & info to compare)


Outcome
Project's sprint

Since I was only contracted with Instrument for this project sprint, I wasn't a part of the next phase which I assume would be the design team implementing the UX feedback. So unfortunately I don't know the success or failure rate comparisons against the old ux flows.