Redesigning the experience and interface of a hotel application

Client:  GHL Hoteles  I      Year: 2023/2024     I      Colombia


GHL Hotels is a prominent hotel group based in Bogotá, Colombia, with over 50 years of experience in the market and a strong presence in 11 countries, operating a total of 63 hotel properties under various brands.

During the crisis triggered by the pandemic in 2020, GHL Hotels demonstrated its commitment to the safety and comfort of its guests by developing an innovative application. This tool was designed to minimize contact with printed materials in rooms and restaurants, thereby reducing the risk of contagion. At the end of the pandemic, it was evident that the application not only served its initial purpose but also optimized the user experience in multiple aspects.

In this context, GHL Hotels sought strategic partners to further enhance this initiative. It was then that they approached with the aim of carrying out a comprehensive improvement in the digital experience offered to their customers.

Design process: Beginnings

Our work with GHL Hotels began with a deep investigation of the existing user experience (UX), supported by a detailed analysis of quantitative data obtained through Google Analytics. This approach allowed us to identify key areas that we would later leverage in the redesign of the application.

Subsequently, we embarked on a meticulous mapping of all possible interactions that users could have within the application. This process allowed us to thoroughly understand the needs and expectations of users, providing a solid foundation for the design and implementation of effective solutions.

UX Writing: The importance of words

During the DEFINE phase, one of our key processes is to establish UX Writing guidelines, determining how to craft the texts and what kind of vocabulary to employ throughout the application. This step is particularly crucial in the case of a hotel application, as it ensures consistency in tone, style, and terminology across every screen and section. This uniformity creates a unified and seamless user experience, facilitating navigation and understanding for our users.

The power of wireframes to anticipate

Wireframes are visual schematics that represent the structure and organization of a user interface. In our process with GHL Hotels, these wireframes were key tools for defining the layout of the different sections within the application. They allowed us to visualize the user flow and determine the screens necessary to streamline their experience. Additionally, they facilitated the precise identification of the placement of interactive elements such as buttons, forms, and navigation elements.

Interface Design (UI)

Once the GHL Hotels team approved the wireframes, we embarked on the User Interface (UI) design. Our main goal was to create an interface that offered intuitive and seamless navigation, allowing users to move effortlessly through the various sections of the application, such as room search, booking, and hotel services.

Furthermore, we strived to use colors, typography, and visual elements that faithfully reflected the hotel brand’s image and message. This not only helped to reinforce the hotel’s identity but also contributed to creating a cohesive experience for users, ensuring that each interaction with the application was consistent and memorable.