Enhancing the Guest Experience with DigitalGuest
May 2021 – Jan 2024 (+ subsequent freelancing)
Overview
When I joined DigitalGuest in 2021 as the sole UX/UI Designer, the platform had only a barebones core feature set in place. Over the course of nearly three years, I was responsible for designing every single feature from the ground up.
DigitalGuest is a B2B SaaS solution that enables hotels to seamlessly communicate with their guests through a digital guest directory. The platform integrates with hotel Property Management Systems (PMS), allowing hotels to send personalized messages, provide dynamic guest information, and boost revenue through upselling opportunities. My challenge was to transform the platform into a fully fleshed-out, user-friendly solution that enhances both guest engagement and hotel operations.
Objectives
I followed a user-centered design process, ensuring that both hotel staff and guests were at the core of every decision.
Design an intuitive and cohesive user experience across the entire platform
Enhance the digital guest directory to provide dynamic, personalized content
Develop a seamless upselling flow that increases conversions on in-app purchases
Improve the dashboard usability for hotel staff, streamlining content management
Optimize the messaging system for automated email and SMS communication
Ensure a fully responsive and accessible design for guests on any device
Process
I followed a user-centered design process, ensuring that both hotel staff and guests were at the core of every decision.
Research
Conducted user interviews and analyzed hotel staff feedback to understand pain points
Design
Created a scalable design system and built UI layouts for the entire platform
Outcomes
The platform evolved from a proof-of-concept into the leading hotel software within its category in the Nordics, now used by 650+ hotels with tens of thousands of guests interacting with hotel guest directories daily.
Hotels using DigitalGuest have achieved more than 300% ROI, thanks to drastically improved additional sales through upselling
Hotels have significantly reduced their climate impact, with some saving over 5.4 tons of paper annually by replacing printed materials with DigitalGuest
Transformed a minimal MVP into a fully-featured, industry-leading platform, designing and refining 100% of the UI/UX over nearly three years