Marriott customer loyalty research

Travelers know how to get the most out of the apps that make booking and scheduling easy. We asked some loyal travelers to provide feedback on how we can make the Marriott Rewards platform more intuitive and easier to use.

 

ROLE

Research

DELIVERABLES

User Interviews
User Surveys
Usability Studies
Data Analysis
Actionable Recommendations

Key takeaways

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There’s so much information in the research report that we wouldn’t do it justice here on the site. However, here’s our key takeaways and quick links to the video’s from our interviews.

  1. User show significant difficulty around adding guests to their reservations

  2. Users need more robust filtering and searching options within the map portion of the site/app

  3. Provide a special call-out on “luxury” and “lifestyle” properties" within the search results

  4. Promote “favorites” or “often-booked” for power users of Marriott products

  5. Consider partnering with an airline for travel perks

  6. Provide more rewards for booking specifically on marriott.com or through the app