A self service kiosk allows guests to expedite the check-in process independently by skipping the front desk, and maximizes the staff's ability to offer a more personalized and less transactional experience.
As UX lead, I envisioned the experience for self check-in, understanding that a highly branded experience would work to support a transaction with limited associate engagement. Intentionally infusing the brand voice in the interaction better supports an independent guest experience. In addition to capturing the brand, the scope of my work included the creation of end to end user flows, high fidelity wireframes and prototypes.
Leveraging the bar as the front desk, the Moxy Brand serves as a unique opportunity to offer a self-service check in experience to guests. Taking tradition out of the equation, independent check-in meets the guest's expectations for DIY, regardless of rewards status.
Field research entailed gaining an understanding of how others in hospitality are managing check in. Yotel and Citizen M both have a self-service experience with minimal staff and guest interaction.
As a UX team, we often work collaboratively to define a guest experience. In an ideation session of the the self service experience my design colleagues and I sketched a simplified version of the guest's primary steps to check in.
Leveraging the design system and tool kit for Marriott Mobile app, allowed for a quick turn around of a high fidelity flow of the self service experience for internal stakeholders, complete with error scenarios and edge cases of unique circumstances.
This experience enables hotel staff to deliver a more personalized service that better meets customer needs by putting them in the driver seat.