GuideMe | Digital Concierge
Challenge: Today, when people can ask Google almost everything, the concierge desk at hotels is still "hot". Getting to the new place, guests want to know all the tips&tricks in order to get that "local" feeling. But what if there are too many people waiting to talk to the concierge. What if it is late evening and he/she will not get back to work until the next day. Digital Concierge could be a perfect solution, as soon as it is totally able to transfer the idea of getting the first-hand information.
Company: Hotel | IronHack Bootcamp Project
Role: UX/UI Designer
Duration: 2 weeks (October 2017)
Lean UX Canvas
Lean Survey Canvas
Pen and Paper
Web App will be designed for hotel guests in order to make sure that all the guests, including international ones, can get advice on the trip like if they would talk to their concierge, without any difficulties or awkwardness.
UX/UI challenge for me will be to design a product that will give simple answers to the most frequently asked questions as well as will be friendly for international travelers disregards of their language.
Hotel guests want to get tips & tricks that will let them feel like “locals”
Hotels want to use in the most effective way the man hours they are paying for
To make hotel guests’ trip to a new city more smooth and pleasant
To design an App that will allow international travelers to use it even with a basic English level
Surveys and Interviews were designed to answer three main questions:
What are the top 5 most popular questions tourist prefer to ask a local person, instead of “Google”?
If they would be offered to use a digital service for that kind of advice, which way they would like to use a service?
Any other concerns or further discovery ways that may come out the open-ended question.
Upon reviewing the research data, my original assumptions were disproved in some points.
As the answers to the first question were not a big surprise- as 2000 years ago, people still want "Bread and Circuses".
But the answers to the second question disproved my original assumption that a product should be developed for Ipads that would be installed in hotel lobbies ( for the easy access of everybody who doesn't have internet on their phones while traveling). Only 3% of responders would prefer this option. So I've decided to go further with a responsive web app that can b opened from all the different types of phones.
Here are more detailed answers to my main questions:
Based on demographic and travel habits questions answered during my research, I've defined who our typical hotel guest is.
WHO IS THE USER
Made in a Balsamiq, low-fidelity wireframes help to start building the user-flow of a future website.
Restaurant Pictures: (c)
USABILITY TESTING RESULTS