I. Strategic Framing: Problem & Goals
The Problem (The Business Pain)
Traditional hotel check-in and check-out processes are often slow and inconvenient for modern travelers. Guests are frequently forced to wait in long lines at the front desk just to verify their identity, provide a credit card for incidentals, and receive a physical key card. This friction creates a poor first impression, limits guest autonomy, and increases unnecessary physical contact in a high-traffic environment.
Problem Statement
How might we design a seamless, mobile-first experience that allows hotel guests to manage their stay independently? Travelers need a way to authenticate their identity, secure their room, and settle their final bill without the need for face-to-face interaction or physical key management.
II. Discovery: Persona and User Journey
User Persona: The Efficiency-Driven Travelerr
Alex is a tech-savvy professional who travels frequently for work and values time above all else. His primary goal is to minimize friction and maximize efficiency during the check-in and check-out process so he can focus on his busy schedule. He needs a mobile experience that offers proactive status updates, clear privacy assurance during sensitive steps like ID verification, and a reliable digital key that never fails. Alex's biggest pain points are waiting in long lobby lines after a exhausting journey and the fear of hidden incidental charges; he requires a transparent, one-tap solution that provides total control over his stay from arrival to departure.
Artifact: User Journey Map (UJM)
I mapped the entire traveler experience to identify emotional failures and digital opportunities. The UJM clearly contrasts the old, frustrating process with the new, efficient digital flow.
The UJM proved that solving the "Waiting in Queue" (Phase 2) and "Final Bill Payment" (Phase 5) moments would yield the highest user delight and business value.
| Phase | Old Process Pain Point | Emotional State (Opportunity) | New Digital Solution (Safe Stay) |
|---|---|---|---|
| 1. Pre-Arrival | Ambiguous check-in time, lack of clear next steps. | Neutral to Anxious | Proactive App Trigger: Initiates Express Check-in flow (ID, Payment pre-auth). |
| 2. Arrival | Forced to wait in long queues at the front desk. | Frustrated / Impatient | Digital Check-in: Traveler skips the queue and is directed to the elevator/room. |
| 3. Access | Key card may fail; user must return to the front desk. | Annoyed / Stressed | Reliable Digital Key: Immediate access upon check-in completion. |
| 4. Departure | Must queue again for final bill settlement/folio clearance. | Anxious / Stressed | Express Check-Out: Automated bill summary and one-click payment processing. |
Visualizing the flow from traveler anxiety to digital delight.
III. Design & Implementation
The User Flow Diagram (UFD)
The UFD directly translates the strategic needs identified in the UJM into a secure, sequential app process. Every screen is designed to facilitate a single, focused action:
Final 7-Screen Traveler Flow Mockups
These screens show the sequential, step-by-step user experience designed for speed and security.
Key Design Solutions & Accessibility
- We built trust by clearly showing security messages (like "Privacy Assured") when users upload sensitive information (Screen 2).
- The Digital Key (Screen 5) was designed large and simple so users can unlock the door without having to look closely.
- On the final bill (Screen 6), we made sure to clearly display the release of the $100 incidental hold to avoid any confusion about charges.
- The entire app meets basic accessibility standards (WCAG AA), using strong color contrast and large touch targets for easy use.