Sid Mehta Works
Marriott

Marriott

One staff dashboard across 9,000+ Marriott properties, with a 17% lift in employee usage and customer satisfaction.

  • Role Product Designer
  • Partner Deloitte Digital
  • Client Marriott International
  • Year 2023

Project highlights

9,000+

properties in scope

1 pane

for the whole shift

17%

lift in employee usage and customer satisfaction

Overview

I designed SPOG, a single pane of glass employee application that unified daily operations, reservations and loyalty enrolment across 9,000+ Marriott properties. The shipped system increased employee usage and customer satisfaction by 17%.

Enterprise UX · Design SystemsProduct Designer · Marriott International

Decisions

  1. Built one dashboard that reads in a glance, not a wall of dashboards

    An associate does not have time to hunt across screens mid shift. We put the whole day on one overview, arrivals and departures, occupancy, room status, cases and events, with a strict visual hierarchy so the most time sensitive numbers read first and detail waits one tap away.

    TradeoffSeveral secondary metrics moved into detail views so the overview could prioritize the live shift.

  2. Used a warm neutral system with one accent for dense operational data

    Operational data is unforgiving, and colour used carelessly turns a dashboard into noise. We held to a warm neutral base with one gold accent and reserved stronger colour only for states that need attention, so an alert actually feels like an alert.

    TradeoffA restrained palette gives up some quick visual coding. We made up for it with shape, weight and position so meaning still comes through without leaning on colour.

  3. Designed loyalty enrolment as a guided, glanceable flow

    Enrolling a guest into Bonvoy at the desk had to be fast and hard to get wrong. We built a membership card carousel and a guided enrolment with clear tiers and benefits, so an associate can move a guest through it while talking to them.

    TradeoffA guided flow is less flexible than a raw form. For the rare edge case an associate has fewer shortcuts, but the common path is far faster and less error prone.

An employee app for Marriott staff, across every Bonvoy property.

What we did, Marriott Bonvoy employee app

UX: the annotation system used across every spec, and how the dashboard scales from tablet to desktop.

Annotation examples: functional requirement, functionality, interaction, micro-interaction, transition, animation
The dashboard's responsive states, tablet through desktop, with the notifications panel open
Marriott Bonvoy SPOG: a whole shift in one place, read the day, watch what needs attention, help the guest

The dashboard

The specification. Every element mapped to a requirement.

Annotated dashboard specification

Notifications, broken down: the banner, the bell, and every state in the panel.

Annotated notifications specification: banner, bell icon, panel states, key functionality and user interaction

Loyalty enrolment

Loyalty enrolment, without leaving the desk.

Loyalty enrolment key functionality
Reflection

A busy associate had to understand the shift during a front desk conversation. The dashboard carries live arrivals, departures, occupancy, room status, cases and events, with the most urgent information visible first.

The same system works on a tablet at the desk and in a browser in the back office. A warm neutral base, one accent and a strict hierarchy keep the operational states distinct.

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