W HOTELS | TV INTERFACE
BRIEF
Create an on-brand Interactive TV app interface. The ITV system allows hotel patrons conveniences like ordering movies, making restaurant reservations, or booking spa sessions.
DURATION
6 months
PROCESS
I mapped the customer journey of W Hotel guests to better understand the context of use. User interview were conducted to better understand the needs and desires of hotel guests.
How might we design a solution to help hotel guests maximize their vacation and simultaneously upsell on behalf of the hotel client?
Working with a stakeholder on the client side I discovered insight on guest behavior and pain points of hotel guests at each stage in the booking and vacation process. Utilizing W Hotel Group’s style guide, I designed the user interface of W Las Vegas' in-room ITV app to serve as an intuitive tool upon arrival, during their stay, and at checkout. I worked as a part of a multi-functional team, visualizing the interaction within the app and producing deliverables for W Las Vegas.
A design challenge presented in this case was continuing the hotel's web experience in an interactive TV format that elevated the in-room features. We also wanted to encourage engagement with brand partners and improve the overall experience of the hotel patron's stay. Internally, I utilized a rigid legacy system for customizing the UI.
Users navigated the platform with a standard smartTV remote- this was ultimately the most challenging obstacle to design around. The remote had over 40 buttons, but an ethnographic study showed that users typically only used the 8 buttons that feature color.
