A cohesive app that enhances the benefits of staying at an invisible hotel
I designed an experience that provides confidence, independence, and security to guests without needing to rely on staff. However, the invisible service shouldn’t be void of human touch or feel transactional in nature. The app enhances the independence that an invisible service hotel gives but still connects the guest to the area around them, and in case of need, those who can help.
Role
I conducted the research, user experience design, and created a visual design system for this app. I also created final mockups, a prototype, and presentation.
Tools
Sketch, Invision, Keynote
The Problem
Provide guests with the tools they need to feel independent and connected while staying at a hotel with no on-site staff
An invisible service hotel provides many of the amenities of a modern luxury hotel, but without a front desk or onsite staff. From check-in to check-out, how can we provide concierge-level services that are traditionally handled by a hotel staff.
Timeline
Design Challenge April 2018
The Solution
The creative direction for Haunt is based around the concept that the staff at an invisible service hotel are like friendly ghosts. Familiar with the environment, helpful, friendly, there if you need them, but more or less unseen throughout the stay. Playing off of the word “Haunt”, in the context of being a place frequented by a specified person or group of people, I wanted to create a brand for this hotel that was approachable, modern, and comfortable...with a dash of whimsical spookiness.
I had never heard of an invisible service hotel but it turns out that there’s one right here in Philly. So my partner and I thought it would be a great staycation and opportunity to do some research on how a real invisible hotel operates. I took notes and screenshots of their digital process getting you ready for your trip, and also what resources you have once you get there. My main question at the end of it was, “how could an app enhance this experience and fix the pain points we experienced?”
With the brand goal of being approachable, modern, and whimsical, I chose two sans-serif typefaces and colors that gave the app a bit of pop, good contrast, and weren’t overwhelming. The app is focused around creating an easy check-in experience and providing everything a user might need during their stay. The homepage provides easy access to their room information and contact information for any emergencies or questions.
Additionally, I wanted the app to provide a sense of guidance for those who may be unfamiliar with the area. Haunt contains recommendations for food and entertainment as well as connects users to a store located on the bottom floor of the building. This store has a focus on stocking what people may have forgotten to pack, the essentials. The app could handle all browsing for what the user is looking for. From there, they’d simply have to go down to the store, pick out what they need, and use a self checkout to purchase their products.
The Haunt app is designed as a resource to enhance the invisible service experience. It provides confidence and security without the need to inconvenience the guest or the staff who, while unseen, make things run behind the scenes. The invisible service shouldn’t be void of human touch or feel transactional in nature. Haunt is a home away from home during work trips, vacations, or extended stays, and you should always feel comfortable and cared for in your own home.
