Challenge: Make a hotel service experience and digital product where you don't interact with any in person staff.
Research: I did research in two parts. 1) Qualitative interviews with a range of people to hear in depth about their experiences at hotels. 2) A survey for some quantitative data on what was most crucial for a good hotel experience.
Research Findings: I boiled my research down into 3 main elements that were important to my users that I would center my product around. These were Attentiveness, Efficiency and Local Access.
User Personas: I made three user personas to capture the insights I gained from my research. Each had different needs and interests: The Adventurous Guest, the Blind Guest and the Working Guest. I decided not to specify information like race, gender and age in order to avoid making unhelpful assumptions about the hotel guests. I sketched each to be neutral instead of using stock imagery that could cause stereotyping. This hotel is for everybody!
Concept and Feature Mapping: I found inspiration from experiences I had had on Messenger and through using text and Google Maps. I decided I wanted to build my product around a helpful chatbot. I made a high-level feature map to get started.
UX/UI Design: Through multiple iterations under a tight deadline, I designed out the key screens. I made sure the look and feel was friendly, fun and modern. I established UI patterns and built out integrations I would want with other applications.