Boutique hotel chain, The Hoxton, commissioned digital agency Matter Of Form to develop ideas around how the hotel’s digital channels could be leveraged to help improve the guest experience. The focus was on three areas: facilitating integration of local day users and hotel guests, delivering the experience of ‘living like a local’ to first time visitors and providing guests with a more relevant and personalised experience during their stay.

The team and I mapped out a typical guest’s user experience journey, focussing on the pre stay and during stay segments to identify pain points and opportunities. We  used the insights from this exercise to develop a set of features and content ideas, such as ‘the Concierge’ and ‘HoxHub’ as further detailed below, that could be rolled out on the Hoxton’s digital platforms. The team produced some initial user flows from these ideas from which I selected three to refine into high fidelity mockups and prototypes for presentation.