Role: Product Manager
Background > Problem > Use Cases > Competitive Research > Roadmap > User Flow > Usability Test > Final Designs
Everi, a leading provider of gaming and FinTech solutions, aims to scale its white-labeled mobile app with a hospitality module to boost conversions and engagement.
Background
Long check-in lines at hotels lead to guest frustration and inefficiency.
Hotels struggle to leverage guest data effectively to offer tailored experiences and promotions.
The manual check-in process is time-consuming and resource-intensive for hotel staff.
Lack of personalization in the check-in experience results in missed opportunities for guest engagement.
Traditional key card systems add friction, increasing the risk of lost or demagnetized cards.
Problem
Enhance conversion to mobile app by having CTAs to create an account to use the hospitality module
Drive conversions and adoption through personalization by gathering and analyzing guest preferences and recommending relevant content.
Guests can use their phones as digital keys, reducing the need for physical cards and front desk interactions.
Business Use Cases
Bridging the Gap: Achieving Market Parity Through Competitive Research
I conducted a competitive analysis to evaluate the key features that are available in our competitors' apps. The main findings are:
Guest mode users can check in via a CTA that prompts sign-up first.
Guests can add website or third-party bookings to their app account through a reservation look-up.
ID verification is required for remote check-in.
How other apps are handling payment via remote check-in.
Product Roadmap: What's Features to Prioritize For MVP?
The hospitality feature was going to be a long journey. Therefore for MVP, we had to prioritize features and mapped it out in our Product Roadmap planning session. Based on the session outcome, Phase 1 of implementation includes:
Check-in, check-out
Reservation Lookup
Payment
Quickbug (Shortcut to get to digital keys)
Digital Key
User Flow: How to Meet the Use Cases and Handle SDK Limitations
By creating a user flow, it allows me to figure out how to handle the happy path and unhappy path, see where dependencies may lie, and handle any edge cases.
A comprehensive evaluation was conducted to assess usability, intuitiveness, and effectiveness, focusing on navigation, layout, information architecture, and interaction design.
Iterations: Based on the usability testing results for Find Your Digital Key, we added a screen that displays how to access your digital key for the user to see right after a successful check-in.
Final Design and Thoughts
Increased Mobile App Sign
Up by 10% over MAU growth
Users in guest mode who want to use the hospitality feature clicks on the hospitality component will be guided to the signup flow first, then flow into the check-in piece.
Increased App Usage
Due to the guest using the app for check-in and digital keys, their engagement with content has increased. With more engagement, more personalization is happening.
Enhanced User Retention
By introducing intuitive self-service tools, it reduced frictions when using the mobile app.
