(MVW) Mobile PoT

Marriott Vacations Worldwide Corporation is a public timeshare company. They offer flexible vacation programs at resorts and vacation properties worldwide. MVW is committed to the constant evolution of its products. The goal was to maximize the time shared by owners with their loved ones while on vacation at one of their resorts through a custom Proof-of Technology (POT). This process prioritizes the customer’s needs and enables MVW to visualize solutions before committing time or resources.

This app aims to provide an engaging experience for time-shared owners and maximize their “time-shared” with family members. We identified three types of users 1. Owners who have a reservation, 2. Owners who do not have a reservation, 3. Users/Owners who choose to continue as guests.

Our main persona for this app is Angela. She is white, 43 years old, college educated, married w/ two kids, both under twelve years old. Angela is a heavy mobile user (she owns an iPhone). Very influential in Social Media and among extended family. Reads and generates tons of reviews on Trip Advisor and Yelp.

I was the lead UX and UI designer for this project. I worked with another UX colleague on the user research who helped me during the MVW product owners’ visit to our offices. During that visit, we held a 3-day discovery workshop to dive deeper into the personas and define goals and requirements, overall strategy, and KPIs. Efficiency, Connection, Engagement, Time Shared, and Location Awareness were the main themes identified in this engagement. I also worked with our technical IOS architect on specific mobile features, capabilities, and feasibility of some of the requirements identified.

There were several features that we needed to weave in to deliver during this project.

• Search for resorts by brand, amenity, or location.
• Enable usage of the app via guest/account creation.
• Show customer profile (Name, MR Number, Level). View upcoming reservations.
• Look up resort information.
• Vacation Planner: Aggregated content-based vacation builder focusing and specializing on the needs of multi-generational vacationers.
• Send push notifications based on location, enabling owners to get “in the queue” without having to be at the front desk physically. The front desk will receive a
• notification when the Owner is X miles/feet from the resort. At that time, an associate will start preparing the room.
• List of daily activities.

After the discovery workshop, I travel to the client location to continue collaborating with them for two weeks while creating the IOS prototype. I worked on low-fidelity wireframes and present them constantly to the stakeholders to gain feedback and iterate until internally validated. Then proceed to work on the high-fidelity prototype.

The resort can collect data from all customer touchpoints, including online channels, phone interactions, and physical interactions at the resort itself. In this app, the data collected during onboarding is then used to create a guest profile. Then this profile is used to provide targeted offers and personalized recommendations for guests. For example, the resort might send a guest a special offer for an activity happening later in their stay, or they might recommend a restaurant they think the guest would enjoy.