Hyatt Privé Program
OVERVIEW
I worked as a the single product designer for the Hyatt Privé team. Hyatt Privé is a subsection of hyatt.com that is an exclusive program for luxury travel advisors and agencies booking on the behalf of our guests. The program focused primarily on booking the luxury brands within the Hyatt portfolio.
Ascent Order Entry
ROLE
Lead Product Designer
User Research, Architecture, Visual Design, Prototyping & Testing
September 2017 - May 2020
Project Needs
Project Needs
Project Needs
The Hyatt Privé program had been established around a year before I officially joined their team as their product designer. The original site was developed and designed by a third-party agency. The scope of the initial launch of the program was developed within a short timeframe of the agency’s contract. Given that the site was young in its existence, there was an immense lack of design input, for only the site’s basic functionality was properly developed. As the program continued to grow and gain more users, the Hyatt Privé team reached out to me to assist them.
The Hyatt Privé program had been established around a year before I officially joined their team as their product designer. The original site was developed and designed by a third-party agency. The scope of the initial launch of the program was developed within a short timeframe of the agency’s contract. Given that the site was young in its existence, there was an immense lack of design input, for only the site’s basic functionality was properly developed. As the program continued to grow and gain more users, the Hyatt Privé team reached out to me to assist them.
The Hyatt Privé program had been established around a year before I officially joined their team as their product designer. The original site was developed and designed by a third-party agency. The scope of the initial launch of the program was developed within a short timeframe of the agency’s contract. Given that the site was young in its existence, there was an immense lack of design input, for only the site’s basic functionality was properly developed. As the program continued to grow and gain more users, the Hyatt Privé team reached out to me to assist them.
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
Architecture
Architecture
Architecture
While meeting with the stakeholders of the team to understand their business requirements, I began by analyzing the site as a whole by creating a high-level sitemap of its existing components and navigational elements. The site ensured that it would consist to the basic needs of travel advisors by containing a small amount of navigational items. These items included Hotels & Resorts, Client Reservations, About, Industry Events and Special Offers.
While meeting with the stakeholders of the team to understand their business requirements, I began by analyzing the site as a whole by creating a high-level sitemap of its existing components and navigational elements. The site ensured that it would consist to the basic needs of travel advisors by containing a small amount of navigational items. These items included Hotels & Resorts, Client Reservations, About, Industry Events and Special Offers.
While meeting with the stakeholders of the team to understand their business requirements, I began by analyzing the site as a whole by creating a high-level sitemap of its existing components and navigational elements. The site ensured that it would consist to the basic needs of travel advisors by containing a small amount of navigational items. These items included Hotels & Resorts, Client Reservations, About, Industry Events and Special Offers.
Implementing the Hyatt Design System
Implementing the Hyatt Design System
Implementing the Hyatt Design System
The first need from the site was a proper consistent design system. Our design team at Hyatt had already developed a design system that was currently implemented throughout the rest of the hyatt.com space so it was a matter of taking our team’s established system and redesigning the Hyatt Privé pages to be synonymous with the Hyatt visual identity. Given that the Hyatt Privé site consisted of a small amount of pages that were only necessary to the travel advisors’ needs, I implemented the appropriate amount of design system identity, which included the Open Sans font, universal coloring system and benefit icons.
The first need from the site was a proper consistent design system. Our design team at Hyatt had already developed a design system that was currently implemented throughout the rest of the hyatt.com space so it was a matter of taking our team’s established system and redesigning the Hyatt Privé pages to be synonymous with the Hyatt visual identity. Given that the Hyatt Privé site consisted of a small amount of pages that were only necessary to the travel advisors’ needs, I implemented the appropriate amount of design system identity, which included the Open Sans font, universal coloring system and benefit icons.
The first need from the site was a proper consistent design system. Our design team at Hyatt had already developed a design system that was currently implemented throughout the rest of the hyatt.com space so it was a matter of taking our team’s established system and redesigning the Hyatt Privé pages to be synonymous with the Hyatt visual identity. Given that the Hyatt Privé site consisted of a small amount of pages that were only necessary to the travel advisors’ needs, I implemented the appropriate amount of design system identity, which included the Open Sans font, universal coloring system and benefit icons.
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
Implementing the Hyatt Design System
Implementing the Hyatt Design System
Implementing the Hyatt Design System
The first need from the site was a proper consistent design system. Our design team at Hyatt had already developed a design system that was currently implemented throughout the rest of the hyatt.com space so it was a matter of taking our team’s established system and redesigning the Hyatt Privé pages to be synonymous with the Hyatt visual identity. Given that the Hyatt Privé site consisted of a small amount of pages that were only necessary to the travel advisors’ needs, I implemented the appropriate amount of design system identity, which included the Open Sans font, universal coloring system and benefit icons.
The first need from the site was a proper consistent design system. Our design team at Hyatt had already developed a design system that was currently implemented throughout the rest of the hyatt.com space so it was a matter of taking our team’s established system and redesigning the Hyatt Privé pages to be synonymous with the Hyatt visual identity. Given that the Hyatt Privé site consisted of a small amount of pages that were only necessary to the travel advisors’ needs, I implemented the appropriate amount of design system identity, which included the Open Sans font, universal coloring system and benefit icons.
The first need from the site was a proper consistent design system. Our design team at Hyatt had already developed a design system that was currently implemented throughout the rest of the hyatt.com space so it was a matter of taking our team’s established system and redesigning the Hyatt Privé pages to be synonymous with the Hyatt visual identity. Given that the Hyatt Privé site consisted of a small amount of pages that were only necessary to the travel advisors’ needs, I implemented the appropriate amount of design system identity, which included the Open Sans font, universal coloring system and benefit icons.
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
The Hyatt Privé site needed design input within the following fields:
UX Architecture and organization of content
Consistent design system and standards
User-centric features for travel advisors to easily manage their guests
Program Benefits
Being a Hyatt Privé travel advisor meant that they were able to gain access to exclusive hotel benefits and commission for themselves as well as their guests. One of the first needs from the travel advisors was a way to properly communicate and display these benefits within the site. I decided to create a new page under the About section that would be dedicated to displaying the specific benefits and their descriptions. I also designed specific icons to visually identity each benefit.
Contact Us
As a user-centric product designer, I ensured that every business requirement was in parallel with our users’ actual needs. There was an ongoing issue of travel advisors experiencing difficulty in contacting the Hyatt Privé team in terms of general program questions or technical web issues. The original experience utilized a pop-up modal that displayed a lengthy list of reservation support phone numbers that ranged all throughout various country codes. Evidently, this was not an efficient experience for locating your specific phone number within a long list of countries that would not necessarily apply. The list modal was generated upon clicking the “Call Us” button within the footer. The placement of the phone numbers could also be improved for better visibility.
Hyatt Privé Client Reservations
Hyatt Privé Client Reservations
Hyatt Privé Client Reservations
While talking and interviewing travel advisors that used the site, many of them expressed that there was no way to properly track and look up their clients’ information. Many of the advisors used their own local Excel spreadsheets to log and manage their clients. This appeared to be an immense opportunity to improve the site’s functionality.
During our interviews, we learned that travel advisors focus primarily on tracking three key metrics within their clients:
Upcoming Reservations
Past Activity
Cancellations
After the interviews, I took this insight back to the Privé developers and project managers to discuss its possibility. I learned from my developers that client and reservation information is stored within its own specific database and could easily be pulled.
While talking and interviewing travel advisors that used the site, many of them expressed that there was no way to properly track and look up their clients’ information. Many of the advisors used their own local Excel spreadsheets to log and manage their clients. This appeared to be an immense opportunity to improve the site’s functionality.
During our interviews, we learned that travel advisors focus primarily on tracking three key metrics within their clients:
Upcoming Reservations
Past Activity
Cancellations
After the interviews, I took this insight back to the Privé developers and project managers to discuss its possibility. I learned from my developers that client and reservation information is stored within its own specific database and could easily be pulled.
While talking and interviewing travel advisors that used the site, many of them expressed that there was no way to properly track and look up their clients’ information. Many of the advisors used their own local Excel spreadsheets to log and manage their clients. This appeared to be an immense opportunity to improve the site’s functionality.
During our interviews, we learned that travel advisors focus primarily on tracking three key metrics within their clients:
Upcoming Reservations
Past Activity
Cancellations
After the interviews, I took this insight back to the Privé developers and project managers to discuss its possibility. I learned from my developers that client and reservation information is stored within its own specific database and could easily be pulled.
Next Steps
Next Steps
Next Steps
I decided to implement a new dedicated section for travel advisors to track and view their reservations. I labeled this section as “Client Reservations” and created a tabbing system to allow the travel advisor to switch between their upcoming, past and cancelled reservations. The travel advisor could also sort by switching between Arrival Date and Booking Date, as this was another key organization metric that they expressed they would use during the interviewing sessions. A travel advisor could simply input their client’s name and would populate with the corresponding reservation.
I decided to implement a new dedicated section for travel advisors to track and view their reservations. I labeled this section as “Client Reservations” and created a tabbing system to allow the travel advisor to switch between their upcoming, past and cancelled reservations. The travel advisor could also sort by switching between Arrival Date and Booking Date, as this was another key organization metric that they expressed they would use during the interviewing sessions. A travel advisor could simply input their client’s name and would populate with the corresponding reservation.
I decided to implement a new dedicated section for travel advisors to track and view their reservations. I labeled this section as “Client Reservations” and created a tabbing system to allow the travel advisor to switch between their upcoming, past and cancelled reservations. The travel advisor could also sort by switching between Arrival Date and Booking Date, as this was another key organization metric that they expressed they would use during the interviewing sessions. A travel advisor could simply input their client’s name and would populate with the corresponding reservation.
Post-Project
Post-Project
Post-Project
The Hyatt Privé travel advisors have expressed their satisfaction throughout the site enhancements. We have also viewed a higher amount of traffic and usage within the site using the analytics tool, FullStory. We were able to track the increased number of bookings, as well as revenue using the tool and witnessed a dramatic increase of popularity within the travel advisor ecosystem. The program has been featured in various travel advisor blogs expressing the advisors’ satisfaction and excitement. Below is just one of many blog links highlighting the great work of the program.
The Hyatt Privé travel advisors have expressed their satisfaction throughout the site enhancements. We have also viewed a higher amount of traffic and usage within the site using the analytics tool, FullStory. We were able to track the increased number of bookings, as well as revenue using the tool and witnessed a dramatic increase of popularity within the travel advisor ecosystem. The program has been featured in various travel advisor blogs expressing the advisors’ satisfaction and excitement. Below is just one of many blog links highlighting the great work of the program.
The Hyatt Privé travel advisors have expressed their satisfaction throughout the site enhancements. We have also viewed a higher amount of traffic and usage within the site using the analytics tool, FullStory. We were able to track the increased number of bookings, as well as revenue using the tool and witnessed a dramatic increase of popularity within the travel advisor ecosystem. The program has been featured in various travel advisor blogs expressing the advisors’ satisfaction and excitement. Below is just one of many blog links highlighting the great work of the program.
© 2024, SCOTT KEHRES