The Challenge
Intensifying competition among online travel agencies (OTAs) is driving a decline in online bookings and hindering Wyndham Rewards’ membership growth.
Goals
Increase Online Bookings
Increase Rewards Acquisition
Increase Rewards Retention
Decrease Drop-Off Rate While Booking
Results
$1.56B in annual revenue in 2021, a 20% increase from 2020. – Macrotrends
Project Details
Company: Wyndham Hotels & Resorts
Role: UI/UX Designer, UX Researcher
Length: 12 Months
Team: 6 Designers, 3 Product Leads, in Partnership with Cognizant (5+ Stakeholders)
Year: 2019-2020
A Peek Into The Discovery Process
At Wyndham, I had the opportunity to dive deep into the world of hospitality and design a new app experience from the ground up. With 20+ hotel brands worldwide and a diverse user base, our primary goal was to focus on what truly makes a great hotel app: fast, seamless booking without the fluff.
I led the research efforts, conducting a comprehensive competitive analysis of major hotel brands and online travel agencies. Over several months, I mapped out the ideal state for key user journeys, including booking, registration, and rewards. To validate our approach, we conducted guerrilla testing across various demographics of travel app users, ensuring our solutions resonated with real customers.
As the project progressed, we presented wireframe concepts to executives and department heads, incorporating their feedback while working closely with development teams to scope and refine the project. Once the builds were ready, we conducted rigorous UAT testing to ensure a polished, high-performing experience at launch.
Whiteboarding & Card Sorting
Information Architecture
Wireframing
High-Fidelity Designs
New Features
Lightning Book
Mobile Check-In & Checkout
Road Trip Planner