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Guest Experience at Hyatt
Project type
Research Insights and Customer Experience
Date
2017
Location
USA and Asia
Owned the end-to-end redesign of the guest experience for three Hyatt brands—Andaz, Grand Hyatt, and Ziva/Zilara—focusing on integrated digital and physical journeys that enhance booking, check-in, and on-property engagement.
Conducted cross-cultural research across multiple continents, blending consumer psychology and behavioral analysis to uncover guest needs and regional nuances. Translated insights into experience roadmaps, prioritized investments, and digital interface requirements to improve usability and personalization.
Defined a unified experience framework connecting web, mobile, and in-hotel services, ensuring global brand consistency with localized relevance. Partnered with product, design, and operations teams to align execution and deliver cohesive, high-impact experiences.
This initiative strengthened Hyatt’s market positioning and customer loyalty, setting a foundation for scalable, user-centered design across hospitality platforms.
