UX STRAT USA, Shiloh Barnat, "Scaling UX Strategy for Digital Interactions with Physical Spaces"
Transcript of UX STRAT USA, Shiloh Barnat, "Scaling UX Strategy for Digital Interactions with Physical Spaces"
“Let’s get PHYSICAL…”
Business Context | Methods | Strategy | Results
Business Context • Evolving
customer expectations
• Industry disruption
• Executive mandate
“The industry is moving fast and we’re trying to move fast with it…. We believe our guests want that sort of choice and control.”
~ Joshua Sloser, VP of Digital Product and Innovation
“Everyone will be forced to play this way eventually…. It is just a question of how quickly you get there.”
~ Jim Holthouser, Executive VP of Global Brands
Methods • Value proposition /
ROI
• Future vision goals
• 3rd-party research
“… the hospitality industry has a history of being hyper –focused on the booking portion of the customer journey..”
~ Joshua Sloser, VP of Digital Product
and Innovation
Strategy
• Business process mapping
• Custom workflow• Production process• Mapping engine• Automation scripting• Data specifications
Results• Mission accomplished
• World mapped
• Central repository
• Change management
• Future flexibility
183% conversion lift41 million+ users91% satisfaction
Key TakeAways • It’s all about the
people
• Vision matters
• Automation helps
• Plan for curved walls