What is the project?

Oaxaca Hotel Case Study

Oaxaca is located in Central Mexico and is a renowned cultural hub…. However, it is also one of the poorest regions in Mexico. Working with a start-up hotel in this location, the main goal was to establish a foundation for a website to attract more international tourists and technologically advanced services that are accessible for the hotel staff and meet the needs of current guests.

  • With Oaxaca being one of the poorest regions in Mexico it is already hard starting/maintaining a business, coupled with COVID-19 this start-up hotel was hit hardest. This business needed to establish an online presence to attract more international tourists to gain more revenue.

  • Establish the foundations for a virtual presence for this hotel to bounce back from the detriments COVID-19 and other factors had on revenue.

  • Create a rebranded website that attracts new customers, retains existing ones, and impacts the bottom line of the hotel in order for them to stay competitive and thrive in the cut-throat hotel industry.

What is the history?

The family-owned multiple properties and built apartments serving as landlords to residents in the area for years.

Daniel (current hotel owner) decided to take the properties his father left him and turn these apartments into a hotel to build revenue and take care of his mother. (Arrow pointing at Daniel’s parents)

What are the research insights?

According to reports from the state government, Oaxaca recorded less than half of its 2019 visitor arrival numbers in 2020. This hotel has been hit hardest. With cheaper prices than the average market price in the area, limited rooms available, and a lack of a digital presence, their case worsened during the pandemic.After COVID 19, the hotel owner decided it was time for a change and branch out for new ways to appease existing guests and work on a digital presence to attract new guests.

Key Interview Takeaways:

The real issue was with the services of the hotel that was negatively affecting their stay

Research Methods:

Qualitative Data

One on one Interviews

Surveys

Who Are Our Users?

I had the pleasure of speaking with Emiliano and Rob who are both longterm guests of the hotel

    • Needs access to an updated website for booking with friend groups

    • Access to the various locations of the hotel with updated pictures and descriptions

    • Updated means of communication with hotel staff other than Whatsapp

    • Needs a long term place to stay

    • A service that caters to his needs as a tenant

    • Proper communication channels with staff

Brainstorming Session

After compiling data, my team and I decided to focus on designing specific features to cater to user pain points identified

  • To properly showcase all of the rooms grouped in each hotel location with proper pictures and descriptions

  • Designing a more efficient way to communicate needs with hotel staff

  • Finding an easier and more interactive way for the hotel manager (Aransa) to work with the hotel staff and guests to cater to their needs

Brainstorming Highlight

  • Scan QR Code

    QR codes will be placed in each room and on keychains attached to hotel keys to notify the hotel staff

  • Guest Flow

    Once the guest scans the QR code they are redirected to a chatroom to discuss their concerns with a 24/7 chatbot

  • Hotel Staff Flow

    From the hotel staff’s perspective they will have an internal profile to log into where they can see all of the guests concerns on their main dashboard

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Project Takeaway

This has been one of the most difficult projects I have ever worked on. Adjusting to a new country, to a different work culture environment, and figuring out how to collaborate with the hotel owner and coworkers with a massive language barrier.

However, this has also been the most rewarding project. Getting a chance to collaborate with people from different backgrounds/cultures, working completely from scratch with this start-up hotel, and coming up with design solutions that meet the needs of the hotel and their guests.

Skills Unlocked:

Creative Direction
Service Design
Product Development

Special Thanks to My Team

  • Aransa

    Hotel Manager

  • Aris

    Interpreter

  • Maria

    Cultural Liason