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Navigating the Digital Wave: Wyndham Hotels Digital Case Study
In the ever-evolving landscape of the hospitality industry, the journey towards digital transformation is not just about staying current; it’s about staying ahead. Wyndham Hotels & Resorts, a well-known name in the global hospitality sector, has taken this challenge head-on, crafting digital solutions that deliver what guests expect from properties of this calibre. In this article, we will look into Wyndham’s digital evolution, focusing on user experience, security, and technological innovation.
Extending The Digital Guest Experience
Wyndham’s approach to enhancing the guest experience through digital channels is one of being open to the ‘new’ and willing to do what it takes to deliver what loyal guests expect and deserve. In an era where convenience is king, Wyndham has redefined what it means to provide a seamless digital guest journey. From intuitive booking systems to digital check-ins, every touchpoint is designed with the user in mind. But it’s not just about making things easier; it’s about making them better. Wyndham’s mobile app, for example, is a masterclass in user-centric design, offering personalised recommendations and acts as a direct booking portal for members.
Digital Integration and Simplification
Because Wyndham already had a very strong existing digital presence both for guests, public facing sites, members, and owners, the app needed to integrate with those existing touchpoints but also ‘de-complicate’ the user experience online. The app analysed what data was available—property data, availability, property information, location etc.—and then the UI/UX team from Placeworks crafted just the right balance of in-app data versus having users forwarded to internal web pages from company site pages to ensure analytics, tracking, and remarketing data were being optimised. The overall goal was to engage the public/guests and make the journey from first page landing to transaction completion a smooth one.
Custom Functionality and Cross-Platform Development
There are also peculiarities with Wyndham’s business model—like Housekeeping Credits, where custom functionality needed to be built into the app, and then seamlessly integrate with other APIs within the organisation. The solution was done in Flutter, enabling native-like usage on both Android and iOS devices but saving on development costs through using a unified code base.
The Road Ahead: What’s Next for Wyndham?
As Wyndham continues on its digital transformation journey, the focus remains squarely on the member experience. Emerging technologies such as virtual and augmented reality hold the promise of even more immersive and interactive guest experiences. Even as Wyndham looks to the future, the core principles that have guided its digital transformation remain unchanged: a relentless focus on the user experience, unwavering commitment to security, and a culture of innovation. It’s this combination that has positioned Wyndham at the forefront of the hospitality industry’s digital revolution, setting a standard that others are sure to follow.
Wyndham’s journey towards digital excellence is a testament to the power of technology to transform not just businesses but the experiences they provide. By placing the guest experience at the heart of its digital strategy, For industry professionals, Wyndham’s story offers invaluable insights into the opportunities and challenges of digital transformation. It’s a compelling reminder that in the fast-paced world of hospitality, staying still is not an option. Instead, the future belongs to those who embrace change, innovate relentlessly, and never lose sight of the people they serve.
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