The Problem
When Simple Requests Become a Hassle
hotel guests face inconvenience when requesting basic services, accessing hotel information, or managing their stay. Today, guests often wait at the reception or rely on staff for simple requests like room cleaning or local recommendations.
Users Research
First, I had to understand hotel guests’ specific pain points to help me think of services that would make their stay much more comfortable. I did a In-depth interviews with 5 people from any age group from 25 -60, and came to a couple conclusions:
Interview Findings
Difficult communication with hotel staff
Guests feel uncomfortable calling the front desk, especially if there is a language barrier.
Lack of access to information and services
Guests depend on staff hotel to get information about hotel facilities, or services such as room cleaning and meals. This kind of information is not always accessible to them.
Inconvenient service request management
The process is not accessible or convenient for them. like tracking requests for room cleaning - has their request been processed? done?
Possible Solutions
After doing the interviews, i came up with the following app features that could make hotel guests’ stay much more relaxing and comfortable.
Mobile Check-In & Digital Key Access
Guests can check in on the app, verify their identity, and receive a digital key that allows them to access their room and other areas (e.g., pool, gym).
Recommendations
A feature that will offer guests a list of activities around/in the hotel - separated into categories and smart filters. Also, the app will offer guests a discount for places to go to.
Order room cleaning
The guest will be able to order room cleaning. The app will also display a status update of the cleaning request - for example, "cleaning in progress" or "cleaning completed".
Room Service
Guests can browse the in-app menu, order a dish and track order status.
User Flow Mapping
Before i went to onboarding i did a user flow mapping for room cleaning
WireFrames
The flow of a cleaning room service
The Solution
Home Screen
The Home screen includes essential, frequently-used features. Displaying room details and stay dates, with quick access to services like Room Cleaning and Room Service which are common in-stay needs.
Recommended nearby activities with provided exclusive offers, making the Home screen both functional and engaging.
Room cleaning Flow
Guests can easily schedule their preferred type of room cleaning —Quick Clean or Deep Cleaning—by selecting a date and time that suits them. This flow ensures a personalized, easy and quick experience for in-room service.
Notifications
The Notifications feature keeps guests informed about their scheduled services and any updates, helping guests stay in control of their service requests throughout their stay.
