Travel & Hospitality

As a result of the global COVID-19 pandemic, the travel and hospitality industry experienced a dramatic transformation in 2020. By 2022, a resurgence in demand drove substantial increases in interest and web traffic for industry leaders. Organizations that focused on understanding customer behaviors and expectations through continuous user research and analytics secured record bookings and earned the opportunity to build enduring customer relationships.

The desire to travel is now at an all-time high, with travelers seeking attractive deals, immersive real-world experiences, and a seamless, efficient digital interface for exploration and on-the-go booking. We collaborate with the industry's most ambitious companies to design extraordinary, customer-centric experiences that meet the unique needs of their current and prospective customers.

We provided Marriott with strategic support on nearly two dozen consumer- and employee-facing digital projects. Our design work included migrating 7,200+ hotels onto a new template system, creating on-property front desk and in-room TV experiences, and executing major mobile features including digital key, key station printer, and room service requests. We also led massive redesigns for Marriott.com, Marriott mobile, the Sheraton brand, the personalization engine, and the call center experience.

Our design operations work included building the new standards team, process, and governance model and creating a company-wide design system that supports 30+ brands across Marriott.com, email, hotel websites, and all digital experiences.