As a product design consultant, I have extensive experience in helping companies navigate digital transformations. One of my most notable projects was working with a Dubai-based luxury hotel group to re-platform, redesign, and launch their global loyalty program.
The hotel group had an outdated loyalty program that was not meeting the needs of their customers. They were looking to update their program to provide a more seamless and personalised experience for their guests.
To begin, we conducted research to understand the specific needs and pain points of the hotel's guests. This included conducting surveys, user interviews, and focus groups to gather feedback on the current loyalty program experience.
Based on this research, we developed a comprehensive digital strategy that included a re-platforming of the loyalty program, as well as a redesign of the user interface and user experience.
We also worked closely with the hotel's IT department to ensure a smooth and seamless integration with the company's existing systems and technologies.
One key feature we added was a personalised dashboard for guests where they can access all their loyalty program information, manage their rewards, and receive real-time updates on their status.
Another important feature we added was a virtual agent chatbot that can assist guests with their loyalty program queries, answer their questions and provide them with personalised rewards recommendations.
To ensure the launch of the new program was successful, we developed a comprehensive testing and quality assurance plan, which included user acceptance testing and thorough end-to-end testing.
The launch of the new loyalty program was a huge success. Guests praised the new program for its ease of use, personalised features, and overall improved experience. The hotel group saw an increase in loyalty program enrolment and guest satisfaction.
This project was a great example of my ability to work with a company to understand their specific needs, develop a comprehensive digital strategy, and successfully execute a re-platforming, redesign, and launch of their global loyalty program. It showcases my expertise in product design consulting and my ability to drive digital transformation for companies.