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Guest Experience at Hyatt
Project type
Research Insights and Customer Experience
Date
2017
Location
USA and Asia
Led the end-to-end guest experience redesign for three Hyatt brands: Andaz, Grand Hyatt and Ziva/Zilara.
Conducted nuanced, cross-cultural studies across multiple continents, requiring expertise in cultural anthropology and consumer psychology. Synthesized insights to create differentiated experiences that balance universal appeal with local resonance. Integrated physical, digital, and experiential elements into a cohesive journey, adapting to regional nuances while maintaining brand consistency.
The resulting customer experience strategy delivers unique, culturally attuned experiences across diverse markets, reinforcing Hyatt's position as a globally-minded, locally-sensitive hospitality leader.
