Custom Software Solutions for Hospitality
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The Client
This global hospitality company has dozens of brands and 800+ locations in countries all around the world. This corporation is committed to caring for people, whether they are guests at their hotels and resorts or members of local communities. This business was founded by family more than 50 years ago and has continued to succeed by putting people first.
The Problem
Frequent guests can enroll in a loyalty program to earn points and receive rewards and discounts for future stays. However, the client was experiencing some problems with user enrollment.
Users were creating an abundance of different accounts for themselves when they forgot they had one, forgot their password, or otherwise became locked out of their previous accounts. In addition, the enrollment process was not very intuitive, leaving users confused and unsure which action to take next.
Since the client’s target demographic tends to be more comfortable on the phone, they would frequently call in to discuss their issues when lost. These calls resulted in frustration and time lost for employees that had to handle these issues via telephone.
The Solution
Geneca collaborated with in-house technical teams to make updates to each of the enrollment forms that would simplify the process for users, prevent an individual from creating multiple accounts, and free up employee time.
We focused on enhancing the user experience to simplify sign up and direct user flow in an intuitive way for our client’s main user persona. These changes to the enrollment forms saved time, reduced user error and frustration, and redirected users quickly and clearly to their available options, especially whenever they encountered a potential set back.
What We Did
Geneca developers worked onsite with our client’s internal IT teams to propose and execute the best solution for user enrollment issues.
- Added more, clearly designated optional fields to each enrollment form
- Introduced autofill to pre-populate user information
- Coded validations upon sign up that prevent one user from generating multiple accounts
- Made the enrollment process more intuitive by directing users through available user flows
The Results
Geneca assisted our client in enhancing the enrollment process for new members of a rewards program. The changes we implemented resulted in a 96% decrease in errors on enrollment forms, indicating a simpler and more intuitive sign-up process. In addition, we reduced the amount of time employees needed to spend solving issues with users on the phone and the possibility of one user creating multiple accounts.
About Geneca
Geneca is a custom software consulting company with 20+ years of experience using advanced strategies to help clients stay ahead of their competition. At Geneca, we know that software isn’t one size fits all. We explore your unique needs and identify the right solution to accomplish your goals. We create lasting, solid partnerships with our clients and work together to design revolutionary products that engage users, transform industries, and evolve with your business.