Hyatt
A hotel booking experience redesign focused on modernizing Hyatt's online reservation process and boosting conversion rates.
2015 路 At Chico & Lui 路At the time
Hotel booking had been taken over by the middlemen. People started on Expedia and Booking.com, and the hotel brands were fighting to get them to book direct.
Rokkan, a Publicis agency, brought my wife and me in as Chico & Lui to pitch new Hyatt.com homepage concepts. We had a week, two concepts, desktop and mobile.
Most hotel homepages were a search box over a photo. Ours started from the person: search that remembered where you'd been looking, places picked by where you were (if it's cold in New York, it's warm in the Caribbean), and tips from Hyatt guests about the places they'd stayed.
The loyalty program was still Gold Passport then. Hyatt replaced it with World of Hyatt in 2017.
Another project that my wife and I designed while working together. Hyatt was looking to update their online booking process and in simply improve conversion on their own prooperties. It's another case of an internal team tossing over a big digital product over the fence. This time we were hired by an Rokkan (now defunct) to be hired guns essentially. Little oversight, just design "dope screens" for a pitch.
