Marriott Bonvoy is the benefits program for Marriott Hotels and Resorts. As part of my Master’s program I conducted user interviews about how they perceived the Marriott Hotels & Resorts booking process and ultimately whether or not they were interested in signing up for benefits/rewards programs as part of their booking process.
About the Study
The overall process of this study was to identify issues that may hamper users efforts to book travel through Marriott Hotels & Resorts. As part of the process of creating the interview questions, I created a proposal for Marriott (though this was never submitted to them to review as it was a case study). The below proposal addresses potential usability issues that I uncovered while doing an assessment of the site. After identifying these points of concern, the goals of the interviews were addressed and then proposed user research questions with rationales were provided.
User Interview Results
I conducted interviews with participants via Discord and used a bot to record the audio. The interviews all were really useful and revealed some common issues that I had initially discovered during my initial overview of the booking process and it also helped review what the interviewees wanted out of a booking website.
This review document contains a business summary of the project along with a summary of what issues exist that are impeding Marriott from achieving their business goals. Finally, there is a review of the interviews and recommendations for further studies that could help Marriott better reach their business goals moving forward.
**Note: while the presentation says 4 participants were interviewed that was the recommended number of interviewees for a quick assessment, I ended up only interviewing 3 participants as that was all that was assigned for this class assignment.
Design Portfolio for Andrew Noffke 