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