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Services

UX Design, Data Analysis

Credits

Eshwar Murali
Ian Chang
Irene Zhen

Skills

Service Design
Stakeholder Communication
User Flows

Tools

PowerPoint
R (Data Analysis)
Figma
Qualtrics

Overview

Hilton Hospitality Hackathon was a weekend design sprint hosted by Hilton, Qualtrics, and Deloitte Digital at Cornell. We were tasked with developing a digital solution backed by Qualtrics guest experience data to measurably improve satisfaction and operational efficiency across Hilton's full-service and luxury brands.

View our pitch (2nd place out of 30 teams)

View our pitch (2nd place out of 30 teams)

View our pitch (2nd place out of 30 teams)

View our pitch (2nd place out of 30 teams)

Hilton guests often perceive room service as slow and frustrating, exposing a disconnect between the brand’s guest experience standards and Hilton’s current F&B operation model.

Hilton guests often perceive room service as slow and frustrating, exposing a disconnect between the brand’s guest experience standards and Hilton’s current F&B operation model.

Hilton guests often perceive room service as slow and frustrating, exposing a disconnect between the brand’s guest experience standards and Hilton’s current F&B operation model.

Sentiment analysis shows negative reviews nearly 2x when food service is mentioned. (n=20,425)

16% Negative

16% Negative

"Food" not mentioned

"Food" not mentioned

30% Negative

30% Negative

"Food" mentioned

"Food" mentioned

User Research

Business travelers emerged as untapped whitespace within F&B operations

Alongside the rise of Uber Eats and DoorDash, business travelers have developed new expectations for how they get their food: on-demand ordering, real-time tracking, and frictionless mobile transactions. When Hilton fails to meet these standards, guests redirect spend to third-party apps. By meeting users where they are at (on their phones, duh), Hilton can recapture lost F&B revenue while staying true to their northstar of being the 'most hospitable company in the world'.

Mobile applications account for 82.7% of all food delivery transactions.

We developed a pre-order system within the Hilton app that allows guests to always arrive to a hot meal waiting for them. Our pitch, judged by Hilton's Head of Brand, won 2nd place out of thirty teams.

We developed a pre-order system within the Hilton app that allows guests to always arrive to a hot meal waiting for them. Our pitch, judged by Hilton's Head of Brand, won 2nd place out of thirty teams.

We developed a pre-order system within the Hilton app that allows guests to always arrive to a hot meal waiting for them. Our pitch, judged by Hilton's Head of Brand, won 2nd place out of thirty teams.

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