The Arrival Experience
Satisfying the guest on their terms !
As regular travelers we are all increasingly exposed to a broad array of mobile accessible features and functions associated with our flights, ground transportation, and hotel stays. However, our adoption and ongoing use of these is directly related to the convenience they afford us and their usability respectively.
“Keep it simple” is often a mantra that resonates with software developers and software product managers alike but, as each will tell you, keeping it simple is perhaps the most difficult aspect of delivering any guest-facing mobile service. Within a very short time of embarking on guest-facing technology initiatives, the desire to add more and more features to the mobile experience often overtakes the core relevance, convenience and usability design criteria agreed at the outset.
This is evident in hotel mobile experiences that offer far too many capabilities rather than doing the top five functions exceptionally well.