Fontainebleau Hotel APP

Design an integrated platform providing innovative convenience services for existing customers at the hotel

  • Product
  • Service Design
  • Case Study

Situation

Fontainebleau has received the lowest ratings on TripAdvisor and Google compared to other competitors.

TripAdvisor

4.0

Fontainebleau Miami

4.5

Wynn Las Vegas

4.5

Four Seasons Miami

4.5

InterContinental Miami

Google

4.2

Fontainebleau Miami

4.7

Wynn Las Vegas

4.7

Four Seasons Miami

4.5

InterContinental Miami

PART 01

Design Concept

CODENAME “LIGHTHOUSE”

How can we improve customer service and feedback through the app?

The project goal is to enhance the overall user experience, increase customer satisfaction, and ultimately drive revenue growth by focusing on improving customer service and feedback through the app.

Project Overview

My Duty
User Research
UX/UI Design
Design System
Prototype
Duration
2 Months
Team
Designer × 2
Product Manager × 1
Art Director × 1
Tool
Adobe XD
Illustrator
Photoshop

Develop an integrated platform to quickly access the services, rather than waiting for assistance

Launch the product within two months before the hotel’s opening ceremony

Design a service platform for current customers in the hotel

Guide users to easily discover services and amenities within the app

PART 02

Research and Analysis

Problem Identification

I gathered user reviews from multiple rating platforms and conducted an analysis to uncover common pain points in the guest experience at the Fontainebleau Miami Hotel.

Charts comparing guest review themes and satisfaction drivers across competing luxury hotels.

Check-in Process

With a high volume of daily check-ins and check-outs, lobby wait times can approach 30 minutes during peak hours.

Valet Parking

During peak periods, hotel valet parking may require guests to wait outside for over 35 minutes to retrieve their car.

Indoor Dining

Customers often wait nearly 40 minutes to receive their food after placing an in-room dining order without any notifications.

Wayfinding

When guests get lost in the resort, they struggle to find any assistance for help.

Key Insights from the Primary Research

Due to the imbalance in guest-to-staff ratio, many guests may not receive satisfactory and timely service during peak travel periods.

Must Do

Features that are industrial-standard or validated in research

  • Timely service delivery
  • Clear communication

Opportunities

Potential opportunities that makes the experience better

  • Real-time visibility
  • Guided service flow

Potential Threats

Features that are seen in other products nevertheless cause harms

  • Service fragmentation
  • Lack of transparency
PART 03

Brainstorm

Meet Our Develop Team

We held a brainstorming meeting to discuss solutions for the pain points we were currently facing. Once we gathered our ideas, we communicated with the development team to determine how we could implement them in reality.

The project team collaborating around a conference table during a brainstorm.
PART 04

Ideation and Prototyping

1. Homepage Quick Link

We placed 6 quick links on the homepage of the app, leading to frequently used guest services. In addition to the essential four services for our guests, we’ve also included rewards cards and offers for marketing purposes, aimed at promoting customer purchases.

Mobile app home screen with quick links for My Stay, maps, parking, dining, rewards, and offers, with callouts.

2. Digital Room Key

Guests can easily check-in and check-out themselves instead of waiting in the lobby. After verifying their identity, they will receive a digital room key on the app.

Screens for digital check-in and the digital room key in the Fontainebleau app.

3. Search for Directions

Guests can view maps of all resort levels and search for specific locations for directions.

Resort map and wayfinding search flow in the mobile app.

4. Claim Your Car

Guest will now be redirected to their text message inbox, and click on the link in the original text to claim their cars anywhere and anytime.

Valet car retrieval flow linking to SMS in the app.

5. Track Delivery Progress

Guests can check the menu and pre-order their in-room dining on the app. After they place their orders, they can track the delivery progress.

In-room dining order and delivery tracking screens.

6. Membership QR Code

Guests can view their digital reward card here to check tier credits and display their QR code when making purchases.

Digital reward card and membership QR code in the app.

7. Special Offers

Guests can view their special offers for discounts or benefits within the resort.

Special offers and promotions for resort guests in the app.
PART 05

Project Challenge

Time limitation

Due to the limited timeframe, we were unable to conduct user testing before the launch. Consequently, we have been continuously updating the app based on user testing and customer feedbacks after the launch.

Project timeline from Ideation through Research, UX/UI Design, and Development to Launch.

Trade Off

Due to resource constraints, we prioritized high-value features and adopted a lean approach—launching early and continuously iterating based on user feedback and testing.

PART 06

Design Showcase

Full-screen showcase of the Fontainebleau app UI.
Additional screens from the Fontainebleau guest app.
Guest services and loyalty experience in the app.
Marketing and offers within the Fontainebleau mobile experience.
PART 07

Results

8-Week Product Launch

The app was designed and developed from concept to launch within just 8 weeks, demonstrating rapid execution under tight timelines.

+10M+ Downloads

The app reached over 10 million downloads shortly after launch, indicating strong market demand and user adoption.

+1.2 Rating Points

The optimized service flow and reduced wait times resulted in a measurable increase in overall hotel ratings.