About the Project:
July 2013 - December 2015
After 10 years of operation, this family-run hospitality chain was rapidly losing ground to chain-based competitors. Looking to reconnect with established patrons and connect with new ones, the entire customer-experience was mapped out for expansion and updating.
During this process, the business experienced explosive growth and set the industry standard for the area, until it was sold for over three times its initial valuation.
My Role:
As the Lead UX/CX Designer for this project, I worked directly with ownership, management, staff, and customers to create a seamless, industry-class hospitality experience.
Although very challenging, this project was a great opportunity to bring user-experience design to a larger business context, and generated incredible results for both the business and their customers.