UPSELL
OVERVIEW
The Upsell division of Hyatt deals with proving add-on’s or room upgrades pre-stay to the guest who has a reservation at select properties all over the world.
The flow starts via Email in this flow, guests view the email which gets populated with the offers which they can choose to add to their stay.
Hi-Fi Mockup Video of the Sketch Prototype used for UserTesting via Invision Prototyping.
GOALS FOR THIS PROJECT
Finding and improving the user experience for the consumption of addons and room upgrades.
Making sure that the designs are adhering to ADA and other compliances while providing the shortest path from viewing the email to making the purchase.
The guest flow was found to be flawed when due to inconsistencies that were found via User testing the live iteration of the experience. My goal was to improve this and improve how user go through the flow and ensure this is corrected.
MY ROLE
As the Product designer in charge of this project, I was charged with ensuring all the design needs for this project were met and documented for the upkeep and upgrade of the process.
Responsibilities included
Communicating with subject matter experts and stakeholders to help them understand how the guest navigates the flow.
Understanding requirements from a guest’s standpoint and understanding how the process fits into the Hyatt’s Ecosystem.
Conceptualizing what the user flow would be.
Creating Lo-fi > Mid fi > Hi-fi mockups of the pages which will be used.
Remote and in-person User testing to ensure that the flow is straightforward and intuitive.
Establishing KPI’s for mesurement of sucess.
AB testing different design concepts to ensure the goals are met.
Ensure the designs are viewable in all kinds of screen sizes.
TOOLS
Design Tools:
Sketch, Zeplin, Invision, Axure RP, Balsamic, Mural, Usertesting.com, Adobe Analytics, Fullstory.
Backend Knowledge:
Bootstrap, Hyatt’s Design System, Hyatt’s backend systems for Upselling
Communication:
Slack, Ringcentral