ux strat usa, shiloh barnat, "scaling ux strategy for digital interactions with physical...

“Let’s get PHYSICAL…”

Business Context | Methods | Strategy | Results

Business Context • Evolving

customer expectations

• Industry disruption

• Executive mandate

“The industry is moving fast and we’re trying to move fast with it…. We believe our guests want that sort of choice and control.”

~ Joshua Sloser, VP of Digital Product and Innovation

“Everyone will be forced to play this way eventually…. It is just a question of how quickly you get there.”

~ Jim Holthouser, Executive VP of Global Brands

Methods • Value proposition /

ROI

• Future vision goals

• 3rd-party research

“… the hospitality industry has a history of being hyper –focused on the booking portion of the customer journey..”

~ Joshua Sloser, VP of Digital Product

and Innovation

Strategy

• Business process mapping

• Custom workflow• Production process• Mapping engine• Automation scripting• Data specifications

Results• Mission accomplished

• World mapped

• Central repository

• Change management

• Future flexibility

183% conversion lift41 million+ users91% satisfaction

Key TakeAways • It’s all about the

people

• Vision matters

• Automation helps

• Plan for curved walls