I was brought on for the overhaul of the hyatt.com B2C home, property and room pages and booking flow. I also created the 'Match Maker/Hyatt Around the World’ product feature.
Hyatt wanted users to move from booking rooms through 3rd party online agencies to booking directly though hyatt.com, which would lower costs for the company, save money for end users and promote enrollment into the Hyatt loyalty program. Hyatt also wanted to be known more for their breadth of properties that includes higher end brands, rather than simple 'airport hotels’.
Through a robust partnership with Brand and Marketing, business analytics and engineering, I created a completely revamped hyatt.com website, booking flow and process as well as the Hyatt Around the World feature which resulted in a near immediate boost of visitors, user retention, loyalty program engagement and ultimately bookings through hyatt.com.
Hyatt Hotels brought me on board to also completely revamp both their internal Property Management System, used in every brand and property worldwide to check in/out guests and manage hotel operations, and the B2C hyatt.com.
The internal PMS was built on an outdated system that had an extremely high learning curve; was not able to scale or used on mobile devices and due to its one-size-fits-all nature; didn’t deliver the best experience for users in various positions (front desk, management, etc.), countries (languages), special needs users (lack of focus on accessibility) and environments (low visibility on certain screens due to lighting environments in some properties).
The initial roll out in properties worldwide saw a significant decrease in time to check in/out guests, a massive decrease in learning curve and desire for quick adoption by other properties and brands.
