I led a team of UXers on the redesign of HHonors.com (Hilton Worldwide's reward and loyalty program). To accomplish this, we looked at how the site was organized, how we could redesign and then validated our ideas with end users.

To begin this process, we internalized user needs and tackled the site content. This meant creating a site map of the current site, deconstructing and then rebuilding from the ground up. It became abundantly clear that users primarily are looking to log into their account and search for a hotel, but we also needed paths exploration and customer support.

After organizing the site, we tackled the design. To solve the complexity of the rewards system, we decided on clear navigation and descriptive data visualization. I emphasized scanability while giving the user the opportunities to dig deeper for more information. The biggest change was to the Account Overview page. My goal here was to give a quick snapshot of where the user is in their membership, their point total and what's needed to achieve the next tier.

Before going too deep, however, we knew we needed validation with users, so we created clickable prototypes and took our designs on the road for usability testing. We tested in Philadelphia and then Rome for our non-english clients. Besides the prototypes, we tested design concepts and to find out preferences.

Clear themes emerged and we couldn't be happier with the results.