World of Hyatt Mobile Housekeeping
OVERVIEW
During my summer internship with Hyatt in 2017, I took the lead in a team competing in the 2017 Hyatt Intern Challenge. Assigned to diverse groups, we aimed to enhance Hyatt's competitiveness. Being the sole UX intern, I proposed and led the development of a new feature for the World of Hyatt mobile app.
Ascent Order Entry
Ascent Order Entry
ROLE
Lead Product Designer
User Research, Architecture, Visual Design, Prototyping & Testing
September 2017 - May 2020
The Problem
The Problem
The Problem
During my time interning, I noticed that the mobile Hyatt application already consisted of practically every feature that is found in any other hotel mobile application. I sat down with two of my group members, who were interning as social media coordinators, and brought to my attention some interesting feedback from Hyatt’s housekeeping services.
The Twitter screenshots above were just a few of many complaints made by past guests who experienced problems or inconveniences from housekeeping services. Our research showed that many guests were experiencing problems where their days spent relaxing were constantly interrupted by housekeeping services. There was no way to essentially track or monitor when a guest’s room was finished being serviced.
On the contrary, the social media coordinator interns also found some fascinating FaceBook posts that gratified Hyatt’s housekeeping services by fulfilling a fun request by a past guest. Hyatt’s brand is to emphasize that their employees truly do care about their guests and wish to help and fulfill and request they have. The screenshot above showed us that there needs to be a stronger connection between the guests and the people who are taking care of their rooms.
During my time interning, I noticed that the mobile Hyatt application already consisted of practically every feature that is found in any other hotel mobile application. I sat down with two of my group members, who were interning as social media coordinators, and brought to my attention some interesting feedback from Hyatt’s housekeeping services.
The Twitter screenshots above were just a few of many complaints made by past guests who experienced problems or inconveniences from housekeeping services. Our research showed that many guests were experiencing problems where their days spent relaxing were constantly interrupted by housekeeping services. There was no way to essentially track or monitor when a guest’s room was finished being serviced.
On the contrary, the social media coordinator interns also found some fascinating FaceBook posts that gratified Hyatt’s housekeeping services by fulfilling a fun request by a past guest. Hyatt’s brand is to emphasize that their employees truly do care about their guests and wish to help and fulfill and request they have. The screenshot above showed us that there needs to be a stronger connection between the guests and the people who are taking care of their rooms.
During my time interning, I noticed that the mobile Hyatt application already consisted of practically every feature that is found in any other hotel mobile application. I sat down with two of my group members, who were interning as social media coordinators, and brought to my attention some interesting feedback from Hyatt’s housekeeping services.
The Twitter screenshots above were just a few of many complaints made by past guests who experienced problems or inconveniences from housekeeping services. Our research showed that many guests were experiencing problems where their days spent relaxing were constantly interrupted by housekeeping services. There was no way to essentially track or monitor when a guest’s room was finished being serviced.
On the contrary, the social media coordinator interns also found some fascinating FaceBook posts that gratified Hyatt’s housekeeping services by fulfilling a fun request by a past guest. Hyatt’s brand is to emphasize that their employees truly do care about their guests and wish to help and fulfill and request they have. The screenshot above showed us that there needs to be a stronger connection between the guests and the people who are taking care of their rooms.
The Process
The Process
The Process
Since I was already working closely with the mobile team, I was able to schedule meetings with my fellow coworkers and also the Product Owner and Head of IT to receive feedback on the idea. Once our idea was confirmed, it was time to begin sketching out the interface and interactions of the feature.
Since I was already working closely with the mobile team, I was able to schedule meetings with my fellow coworkers and also the Product Owner and Head of IT to receive feedback on the idea. Once our idea was confirmed, it was time to begin sketching out the interface and interactions of the feature.
Since I was already working closely with the mobile team, I was able to schedule meetings with my fellow coworkers and also the Product Owner and Head of IT to receive feedback on the idea. Once our idea was confirmed, it was time to begin sketching out the interface and interactions of the feature.
Checking In
Checking In
Checking In
To begin the housekeeping services feature, the user must be a World of Hyatt member and logged into their account on the mobile app. The user is presented with the Staycard on the main home screen where they are able to select “Check In.” The user is then able to select their desired time of check in and also their desired form of payment.
To begin the housekeeping services feature, the user must be a World of Hyatt member and logged into their account on the mobile app. The user is presented with the Staycard on the main home screen where they are able to select “Check In.” The user is then able to select their desired time of check in and also their desired form of payment.
To begin the housekeeping services feature, the user must be a World of Hyatt member and logged into their account on the mobile app. The user is presented with the Staycard on the main home screen where they are able to select “Check In.” The user is then able to select their desired time of check in and also their desired form of payment.
Drink Promotion
Drink Promotion
Drink Promotion
While meeting with the mobile app Product Owner and Head of IT, they mentioned some good points regarding the initiative to use this feature of the application. We decided to come up with a drink promotion to attract users to the app. By leaving the Do Not Disturb button active all day, the guest will receive a notification that will allow them to redeem a complimentary beverage at the location’s bar. By implementing this feature, we are aiming to cut down a housekeeping service for that specific guest, which will ultimately lead to increasing Hyatt’s budget for less maintenance work done within the hotel.
While meeting with the mobile app Product Owner and Head of IT, they mentioned some good points regarding the initiative to use this feature of the application. We decided to come up with a drink promotion to attract users to the app. By leaving the Do Not Disturb button active all day, the guest will receive a notification that will allow them to redeem a complimentary beverage at the location’s bar. By implementing this feature, we are aiming to cut down a housekeeping service for that specific guest, which will ultimately lead to increasing Hyatt’s budget for less maintenance work done within the hotel.
While meeting with the mobile app Product Owner and Head of IT, they mentioned some good points regarding the initiative to use this feature of the application. We decided to come up with a drink promotion to attract users to the app. By leaving the Do Not Disturb button active all day, the guest will receive a notification that will allow them to redeem a complimentary beverage at the location’s bar. By implementing this feature, we are aiming to cut down a housekeeping service for that specific guest, which will ultimately lead to increasing Hyatt’s budget for less maintenance work done within the hotel.
Drink Promotion
Drink Promotion
Drink Promotion
While meeting with the mobile app Product Owner and Head of IT, they mentioned some good points regarding the initiative to use this feature of the application. We decided to come up with a drink promotion to attract users to the app. By leaving the Do Not Disturb button active all day, the guest will receive a notification that will allow them to redeem a complimentary beverage at the location’s bar. By implementing this feature, we are aiming to cut down a housekeeping service for that specific guest, which will ultimately lead to increasing Hyatt’s budget for less maintenance work done within the hotel.
While meeting with the mobile app Product Owner and Head of IT, they mentioned some good points regarding the initiative to use this feature of the application. We decided to come up with a drink promotion to attract users to the app. By leaving the Do Not Disturb button active all day, the guest will receive a notification that will allow them to redeem a complimentary beverage at the location’s bar. By implementing this feature, we are aiming to cut down a housekeeping service for that specific guest, which will ultimately lead to increasing Hyatt’s budget for less maintenance work done within the hotel.
While meeting with the mobile app Product Owner and Head of IT, they mentioned some good points regarding the initiative to use this feature of the application. We decided to come up with a drink promotion to attract users to the app. By leaving the Do Not Disturb button active all day, the guest will receive a notification that will allow them to redeem a complimentary beverage at the location’s bar. By implementing this feature, we are aiming to cut down a housekeeping service for that specific guest, which will ultimately lead to increasing Hyatt’s budget for less maintenance work done within the hotel.
Track Housekeeping
Track Housekeeping
Track Housekeeping
After the setup is complete, the user may go about their day at the hotel. They will then receive a notification informing them that housekeeping is currently on the way to their room. Once the user opens the application, they will be presented with a message that states, “Housekeeping is on the way,” underneath their Staycard. By tapping the “Track” button, they will be presented with a pop-up screen that displays the timer, providing the user a visual progress timer for their housekeeping status. The screen also displays who exactly is cleaning the room. By tapping on the profile underneath the timer, the user can learn about the housekeeper’s profile.
After the setup is complete, the user may go about their day at the hotel. They will then receive a notification informing them that housekeeping is currently on the way to their room. Once the user opens the application, they will be presented with a message that states, “Housekeeping is on the way,” underneath their Staycard. By tapping the “Track” button, they will be presented with a pop-up screen that displays the timer, providing the user a visual progress timer for their housekeeping status. The screen also displays who exactly is cleaning the room. By tapping on the profile underneath the timer, the user can learn about the housekeeper’s profile.
After the setup is complete, the user may go about their day at the hotel. They will then receive a notification informing them that housekeeping is currently on the way to their room. Once the user opens the application, they will be presented with a message that states, “Housekeeping is on the way,” underneath their Staycard. By tapping the “Track” button, they will be presented with a pop-up screen that displays the timer, providing the user a visual progress timer for their housekeeping status. The screen also displays who exactly is cleaning the room. By tapping on the profile underneath the timer, the user can learn about the housekeeper’s profile.
Track Housekeeping
Track Housekeeping
Track Housekeeping
After the setup is complete, the user may go about their day at the hotel. They will then receive a notification informing them that housekeeping is currently on the way to their room. Once the user opens the application, they will be presented with a message that states, “Housekeeping is on the way,” underneath their Staycard. By tapping the “Track” button, they will be presented with a pop-up screen that displays the timer, providing the user a visual progress timer for their housekeeping status. The screen also displays who exactly is cleaning the room. By tapping on the profile underneath the timer, the user can learn about the housekeeper’s profile.
After the setup is complete, the user may go about their day at the hotel. They will then receive a notification informing them that housekeeping is currently on the way to their room. Once the user opens the application, they will be presented with a message that states, “Housekeeping is on the way,” underneath their Staycard. By tapping the “Track” button, they will be presented with a pop-up screen that displays the timer, providing the user a visual progress timer for their housekeeping status. The screen also displays who exactly is cleaning the room. By tapping on the profile underneath the timer, the user can learn about the housekeeper’s profile.
After the setup is complete, the user may go about their day at the hotel. They will then receive a notification informing them that housekeeping is currently on the way to their room. Once the user opens the application, they will be presented with a message that states, “Housekeeping is on the way,” underneath their Staycard. By tapping the “Track” button, they will be presented with a pop-up screen that displays the timer, providing the user a visual progress timer for their housekeeping status. The screen also displays who exactly is cleaning the room. By tapping on the profile underneath the timer, the user can learn about the housekeeper’s profile.
View the App Demo
The Results
My team and I won first place for the 2017 Hyatt Intern Challenge with our application idea and presentation. The following week, we were asked to present our idea to the Head of IT of Hyatt, along with other IT employees who are currently working on the backend of the current app. They loved our idea and presentation so the housekeeping feature is currently being implemented into the existing application.
© 2024, SCOTT KEHRES