Mollie's Motel Guest Experience
Client
Mollie's Motel
Year
2020
Scope of Work
End-to-end UX/UI Design
Location
United Kingdom
Mollies Motel, a UK boutique hotel, underwent a transformative digital experience redesign to enhance the guest experience. Leading as the UX designer, I considered the entire customer journey, mapped user flows, conducted user testing, and was responsible for UX and UI design. Additionally, I developed a comprehensive design system for web, iOS, and Android, incorporating brand colours and styles from a branding agency.
Problem
Traditional hotels, including budget accommodations, often lack a seamless and user-friendly booking experience. Guests can be subjected to long queues during check-in. Mollies Motel recognized this gap in the market and aimed to provide a technology-first user journey that prioritized user convenience and personalization. The goal was to offer features such as pre-booking EV charging spaces, easy TV control through the app, mobile key access to rooms, and online chat support with the concierge before, during, or after the stay.
Results
By prioritizing user research and feedback, the redesigned digital ecosystem successfully simplified the booking process and introduced additional features such as EV charging control, in-app TV control, and personalised recommendations for local attractions. This user-centric approach resulted in a seamless and delightful experience for guests, fostering increased engagement and loyalty. The implementation of cutting-edge technology and the careful crafting of intuitive interfaces allowed Mollies Motel to stand out as a forward-thinking establishment dedicated to providing exceptional service.
The streamlined booking process, intuitive navigation, and personalised recommendations led to a significant improvement in the guest experience. This was evident in the remarkable metrics achieved, including:
459% increase in app downloads
120% increase in the booking conversion rate
33% increase in average spend per head
saved over 5 hours per week on customer service
Additionally, the implementation of an efficient chat system not only saved over 5 hours per week on customer service but also improved service quality, resulting in increased guest satisfaction. As a result of these design enhancements, Mollies Motel was recognized with the Hotel Caseys Best Use of Technology Award 2022, underscoring the innovative and user-centered approach taken by the design team, including myself, in delivering an exceptional digital experience that truly resonated with guests.
Winner of Hotel Caseys Best Use of Technology Award 2022
