Marriott Gen AI Incubator
As a Design Lead for a number of proof of concept (PoC) projects related to Gen AI at Marriott International, my role was pivotal in shaping the direction and success of Marriott’s Operations across their business functions. Gen AI typically refers to the use of artificial intelligence and machine learning to enhance and personalize guest experiences in the hospitality industry. My primary responsibility is to design use cases that demonstrate how Gen AI can be applied effectively within Marriott's ecosystem.
The Breakdown
Understanding Gen AI: Gained a deep understanding of what Gen AI means in the context of Marriott International. Research the existing technologies, trends, and best practices in the hospitality industry regarding AI and guest experiences.
Define Objectives: Defined clear objectives for the PoC. What specific problems or challenges do we aim to address with Gen AI? This could include improving guest satisfaction, personalizing services, optimizing operations, or enhancing marketing efforts.
Identify Use Cases: Collaborated with cross-functional teams, including data scientists, engineers, and business stakeholders, to identify and prioritize potential use cases for Gen AI. These use cases aligned with the project's objectives. For instance, we considered use cases like personalized room recommendations, automated check-in/out processes, AI-powered concierge services, or predictive maintenance for hotel facilities.
User-Centered Design: Implemented a user-centered design approach. Considered the end-to-end guest journey and how Gen AI can enhance each touchpoint. Created user personas, customer journeys, and wireframes to illustrate how the AI-driven features will fit into the guest experience.
Prototyping and Testing: Developed prototypes and conducted usability testing to refine the designs. Iteratively improve the user interface and interaction with AI-powered features. Gathered feedback from potential end users to ensure that the design aligns with their needs and expectations.
Data and Privacy Considerations: I stayed mindful of data privacy and security concerns. Ensured the designs and use cases adhere to relevant data protection regulations, such as GDPR or CCPA. Worked closely with the data team to define data collection and usage policies.
Integration with Existing Systems: Collaborated with the technical team to ensure that the Gen AI systems can seamlessly integrate with Marriott's existing infrastructure. This includes Property Management Systems (PMS), customer relationship management (CRM) software, and other essential systems.
Scalability and Long-Term Viability: We considered the scalability of our designs. Gen AI should not only work in the PoC but also be feasible for broader implementation across Marriott's properties. Also, evaluate the long-term viability and cost-effectiveness of the proposed solutions.
Documentation: Created comprehensive documentation for the designed use cases. This documentation included design principles, user personas, user flows, wireframes, and any technical specifications that developers will need for implementation.
Presentation and Communication: Effectively communicated my design decisions, rationale, and the expected benefits of Gen AI to stakeholders, both within and outside the design team. I presented the use cases and prototypes to secure buy-in and support for the PoC project.
Monitoring and Evaluation: Once the PoC is implemented, we plan to monitor the performance of the Gen AI systems in real-world settings collecting data on user engagement, satisfaction, and operational efficiency. We would use this information to fine-tune the design and validate the success of the use cases.
Sample of deliverables
