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The problem: with the previous version, above, hotel guest users were overwhelmed with the ambiguous springboard menu. User test findings revealed most guests simply wanted to ask the staff for something.

The solution: to reduce the users cognitive workload the springboard was ditched. A lead card was coalesced with a clear call-to-action for guests to easily contact staff. Furthermore, a most popular card was created to automatically display content that previous guest have viewed; establishing a clear path to the content of primary interest for the convenience of future guests.


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When the hotel staff sends a message to a guest it appears within a texting style experience where further messaging can easily continue. On the hotel staff side, the messages are received in a request management system which functions like an email inbox.


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Further enhancements included a step-through room service ordering process presented in a modal; to allow users to intuitively switch context from selecting an item, specifying any preferences if needed, to returning back to the menu.


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Previously, local attractions where manually entered by the hotel concierge. This process is now automated and consumer rated content is pulled into the experience from TripAdvisor (partnership/API). The integration is curated to only show categories most relevant to hotel guests within the branded app.

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Shown below, the detailed information of a point-of-interest is displayed in a modal where users can book an activity or scroll to read more reviews.


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Although, this app is available on the App Store we found that many users are engaged more effectively through the hotel's wifi access screen–which cuts the need to download the app!