Wynn hotel itinerary case study

Project Details

The following product is a case study done for the Wynn and this was intended as a proof-of-concept and research. The intent was to be able to display an overall improved customer experience with the product.

The process behind this design was to take the existing product and improve upon the existing user interface and customer experience.

Programs used:

* Adobe XD

Objective: The overall objective was to explore user outcomes and a flow for a new booking system for the Wynn which would include an outcome for allowing a customer to customize their itinerary.

How: By researching competitors as well as creating user personas for the kinds of customers that frequent the property, this would allow for a design that would achieve the overall opportunity to allow for an updated booking system.

Role: User research, personas, & journey, product design, wire-framing, medium fidelity mockups

Define

Because this was a case study that was focused more on the design aspect of the product, I wanted to be as thorough as I possibly could when it came down to designing and finally coming up with the overall UX flow for the booking engine.

Assumptions

The Wynn has an affluent base of clientele that visits the property and really overall stays and books there as well.
Kept research down to only a select few properties as well as high-end tourist destinations.
Also kept research down to a minimum of personas that I felt best matched the type of customer that would visit and stay at the property.

Constraints

Time: I only had a week to accomplish this task so my time was valuable

user personas

Creating the user persona provided me with a starting point for understanding the needs for the customer journey. I wanted to define what kind of customer would be visiting the property as well as provide context for what that customer’s frustrations were with other booking engines.

Customer journey map

By providing a customer journey map, this allowed me to understand the overall journey of booking a vacation through a resort, considerations that would need to be made, touch points, and of course ending at a happy path.

wireframes

reflection

Takeaways

Pains

The initial time constraint was a bit of a struggle having to conduct research as well as design an overall flow that would allow for the best possible outcome.

Gains

A deeper understanding of booking engines as well as understanding the overall concept of creating an itinerary based approach when it comes to booking a vacation.