3. Project Goals
For this project you will take the existing mobile app for the Marriott Hotel and Resorts and improve upon it. They would like
it to make it more cohesive with their updated branding as well an overall update in design. One of the common complaints
Marriott has received about their mobile app is that it is not user friendly so they would like to fix that as well.
4. Brand Research
Marriott Hotel and Resorts is an American-based hospitality company that manages and franchises a broad portfolio of hotels
and related lodging facilities. They have 3,800 properties in 74 countries and territories around the world. Marriott International
manages 16 different brands of hotels, including:
Bulgari Hotel & Resorts
AC Hotels by Marriott
Residence Inn by Marriott
The Ritz - Carlton
Marriott Hotels
TownePlace Suites by Marriott
JW Marriott Hotels
Courtyard by Marriott
Marriott Executive Apartments
EDITION Hotels
SpringHill Suites by Marriott
Gaylord Hotels & Resorts
Autograph Collection
Fairfield Inn & Suites by Marriott
Renaissance Hotels
MOXY HOTELS
Marriott Rewards is the guest loyalty program that offers travelers their choice of points toward free vacations and merchandise
or frequent flyer miles, as well as other membership benefits, when staying at Marriott brand hotels worldwide.
5. Competitors
Hilton Worldwide Holdings, Inc.
Accor SA
Best Western International, Inc.
The company is one of the world’s
France’s Accor is one of the world’s
Best Western has more than 4,000
largest hoteliers with a lodging empire
leading hotel operators and the market
independently owned and operated
that includes more than 4,000 hotels and
leader in Europe. Present in more than
hotels throughout the globe (including
resorts in some 90 countries operating
90 countries, it owns or manages more
nearly 2,200 in North America), making
under such names as Doubletree,
than 3,500 hotels worldwide. About
it one of the world’s largest hotel
Embassy Suites, and Hampton, as well
two-thirds of its hotels are located in
brand. Hotels sport its flag in about 90
as its flagship Hilton brand.
France and other European markets; a
countries and territories.
quarter are located in Asia/Pacific. The
remainder are dispersed throughout
Africa and the Middle East, Latin
America and the Caribbean, and North
America.
6. Current App Review
To determine how users thought the app could be improved, a sample of negative reviews was selected from the Marriott app
page on the Apple App Store.
By crestwood26
Classic case of IT being completely disjointed from the business. No one cares about mobile check in if the only thing you’re
doing is telling the hotel what time you will arrive. That doesn’t even work properly since you have to mash the button to
increase the time by 15 minute increments instead of just typing out the time. If you want some level of happiness from mobile
check in allow people to select the gold/platinum arrival gift, change rooms, or something that’s actually valuable to the
customer. Why are you even trying to roll out something people don’t want when plenty of people have commented on wanting
to be able to book rewards stays through the app. Luckily for Marriott, their hotel customer service is vastly better than their
mobile app development team. I wouldn’t be a Platinum Premier otherwise...
By 160+nights@year
Use apps 100% to book rooms. Will not book another stay at Marriott until this app vastly improves. How does a global top tier
company produce such a poor product! In early 2013 Marriott got about 50 nights from me for business travel. In 2014 it will be
zero. Don’t care about member status if I have to put up with an app that’s useless.
7. Current App Review
How can you have saved
hotels if you aren’t logged
in? You should have a login
screen first.
Why do you need “All
Hotels”? It looks at all the
hotels in a location regardless
of date and availability.
The + and - for number of rooms
and number of guests can be
difficult to maneuver and is easy
enter the wrong information
I just left making my
reservation to sign in.
Isn’t all of my information on
this page? Why do I need to
see a card?
Members shouldn’t have to
remember to go to another
screen to log in. It should pop
up first.
There are two buttons to see
my reservations.
8. Current App Review
What is the difference
between city and distance? If
I search a city I’d like to be in
the middle of the city.
From what?
Where did this design come
from? It now looks totally
different from the rest.
There still hasn’t been a sign
in for me to save this to.
Is this a button? It doesn’t
read as one.
Shouldn’t all the information
I would need be here? Why
would you need to go to the
full site?
Refine Search, Home and the
back arrow all go to the same
place. There doesn’t need to
be that many options.
9. Other Hotel Apps
By Gus NJ
Excellent functionality and visually
appealing. Has every feature that you
find on the full site, plus the added
feature of Tripit. Well worth using.
By Nick of
I wish it gave me an option to save my
password and also the option to save
most or all of my personal information
to book rooms quicker.
BEST WESTERN TO GO
Best Western International
Rating: 4+
Compatible on the iPhone,
iPad and the iPod Touch
Overall Rating:
10. Other Hotel Apps
By Hawkeye829
At first I didn’t like it. But after the last
update, I can make reservations from
anywhere, check my points, use the
map feature to see EXACTLY where the
hotel is. Much better than calling or
even the website! I stay an average of 3
nights a week 52 weeks a year, luv this
app!
By RATTOM
CHOICE HOTELS
Choice Hotels International, Inc
Rating: 4+
Compatible on the iPhone,
iPad and the iPod Touch
Overall Rating:
Am trying to make a reservation for
4/18/2014 and today is 1/16/2014
using points. App says it is more than
100 days until 4/18/2014 and will not
let me use points. App cannot count.
11. Other Hotel Apps
By Sasqch
This is the app I got to first for checking
out hotels airfares cars etc. One thing I
would love to see in the application is
the ability to save hotels that I may be
interested in without actually booking.
Please add that function.
By Patague
Kayak is THE best to find a hotel for you
and anywhere and you can compare
KAYAK
Kayak Software Corp
Rating: 4+
Compatible on the iPhone,
iPad and the iPod Touch
Overall Rating:
from other websites or apps and kayak
will have the lowest price for the same
room you’re looking at.
12. Improvements
• Make the overall visual design cohesive throughout the whole app.
• Open the app with a login screen
• Get rid of “All Hotels” tab
• Swap out the + and - for picking the number of rooms and guests.
• The “Rewards Page” can be changed to a Profile and have access to more information.
• Add a progress bar for how close you are to getting the next level of membership.
• Get Rid of the “Home” and “Refine Search” bar at the bottom.
• Instead of tabs to re-order the hotel list, have a dropdown choice.
• When looking at the hotel before looking at details... only have: Name, Address, Price, and Rating
• Change the tabs for “Overview, Amenities, and Getting Here” to + and - drop downs.
• Picture of hotel should be larger on the “Hotel Details” screen
• Once on the “Hotel Details” page have static “Book it” Bar at the bottom
• On the the “Review Confirmation” page have a static “Confirm” bar instead of having to scroll all the way to the bottom.
13. User Personas
Name: Jim Cerrington
Age: 46
Location: Charlotte, NC
Occupation: Businessman/Entrenpour
Technical Proficiency: Advanced
Name: Kimberly Pent
Age: 35
Location: Peachtree City, GA
Occupation: Stay at Home Mom
Technical Proficiency: Average
Name: Harry and Marie Steinburg
Age: 67 & 64
Location: Newburyport, MA
Occupation: Retired Principal and Teacher
Technical Proficiency: Below Average
As a businessman Jim is constantly trying to new
clients. Philadelphia and Houston are two cities
that Jim frequents in his travels. He has been a
Marriott Rewards member for 10+ years and wants
an app where he can quickly book his usual hotels.
Kimberly’s son is on a travel baseball team so
they travel about once a month to competitions.
Kimberly just joined the Marriott Rewards program
and would like to be able to find a hotel that is on
her route while roadtripping to tournaments.
Mr. & Mrs. Stinburg are finally getting to travel
since they retired five years ago. Besides traveling
to other countries they visit their son and his family
in San Fransico twice a year. Harry uses his son’s
Marriott Rewards number and gets tired of having
to punch it in each time he books a hotel.
14. Flowcharts
Scenerio 1- Book a Saved Hotel as a Marriott Member
Login
Select Hotel
Select Availability
Enter Information
Select Room Size
Login
Select My Favorites
Select Hotel
Enter Dates
Choose Preferences
Select Preferences
Complete Reservation
NEW APP
CURRENT APP
Select Saved Hotels
NOTE: Once a Member
has logged in they won’t
have to do it again (if
they use the “Remember
Me” Preference. That will
eliminate another step.
Complete Reservation
15. Flowcharts
Scenerio 2- Unsave a favorite hotel as a Marriott Rewards Member
Login
Select Hotel
Select My Favorites
Swipe Left on Hotel
Tap Unsave Hotel
Tap the Star
NEW APP
CURRENT APP
Select Saved Hotels
NOTE: Once a Member
has logged in they won’t
have to do it again (if
they use the “Remember
Me” Preference. That will
eliminate another step.
16. Flowchart
Of Course!
Login
Profile
Looking for
Hotel that
isn’t in your
favorites?
Should Be!
No But I
Are you a
Marriott
Rewards
Member?
Select Room
Size
Are you a
Marriott
Rewards
Member?
Details of Room
Size and Hotel
Details
Name and
Location of
Hotel
Name, Location
and Dates of
Your Stay
Hotel Details
Early Check-In
Check which
preferences
you’d like to
always enjoy.
Your
Preferences
Your Personal
Information
logged in!
Yes! Look! You’re
Select a
Hotel
Confirm
Reservation
Name and
Location of
Your Upcoming
Reservations
Your Favorite
Hotels
Your Previous
Stays
Find a Hotel
Insert Information:
Destination
Check-In/Out Dates
Number of Guests
Number of Rooms
Your Upcoming
Reservations
Address
Credit Card
Number
Extra Towels
Feather-Free
Room
Edit
Select
Preferences
Enter
Contact
Information
Enter
Payment
Method
Confirm
Reservation
People who are not Marriott Rewards Members can
only use the gray section. If they try to go to the
profile, it will have an informational screen about why
they should be Marriott Rewards Members.
