Based in Singapore, Native App came to Brian Beavers and myself looking to build a mobile app that provides a contextual and personalized experiences for it's guests, and a companion concierge app for hotel staff.
For the guest mobile app, I wanted every interaction to feel personalized starting with the onboarding process, The homescreen reinforced the personalized virtual concierge experience by showing location or time based tips and messages. The core features of the guest app included communicating with hotel staff, sending requests, viewing trips, and setting their stay preferences.
For the concierge app, I wanted to ensure that the hotel staff could quickly respond to guest needs and efficiently communicate with them. The goal was to design an experience that could be used by various hotel employee groups in an efficient and simplistic way to provide the highest level of service as possible.
We started by building a narrative around the wireframes provided to us by the client. We filled in the gaps and determined the most important features by getting inside the users head.
I researched a number of hotel concierge, customer service apps, and chatbots that helped me define some of the core features.
To further clarify the requirements of both the mobile app and tablet app, we specked out the features and interactions core to each screen.
Using the user flows as a guide, I built high fidelity wireframes for both the tablet concierge app and the mobile guest app. I played with multiple different iterations of lower fidelity wireframes before finalizing these features with the client. Depending on the scope of the project, I often jump directly into Sketch to wireframe since it is my fastest tool.
Brian took the lead on the UI portion of this project, pulling the final feature ideas from my wireframes.