Generative AI-Augmented Survey Explorations
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Role
Lead Designer (12 weeks)
Goal
Pitch generative AI solutions to enhance guest experiences
Impact
Designs were packaged into a $5 million value-based proposal
Concepts were showcased at the client's annual conference
While not directly implemented, my work opened doors for additional strategy engagements
Context
Following a successful implementation of generative AI in customer support, our client sought to leverage their extensive data to pioneer guest-facing AI solutions. As the lead designer on this business development team, I was tasked with exploring and visualizing unique ways for generative AI to collect data from multiple choice to open response. These designs were purely conceptual as a way to pitch product ideas that would position the client to pioneer leveraging generic AI in the leisure and hospitality space.
Personas
We identified five guest types and focused on two high-value personas:
Business Travelers
Luxury-tier Families
Concept 1: Discovering Your Travel style
The core issue this solves is the lack of customer data about a customer’s interests during travel. This survey gives insight into the archetypes of what kind of traveler the customer can be without building a single profile. It’s similar to building a mood board to create the vibe for a trip. At the end, hyper-personalized offers are shared based on the customer's chosen travel interests.
Concept 2: Your Virtual Concierge
The virtual concierge in your messenger app allows the ability to ask concierge questions that are typically asked when building your itinerary or you need an idea now on what to do during your trip. At a basic level a customer has access to FAQs, all the logistical details about the customer's stay, and things to do right in their messenger app. Customers can build their itinerary during their trip to adapt to their needs because of advanced knowledge of customer information. On-site activities that are recommended are paired with custom incentives or discounts. The virtual concierge remembers and anticipates customer needs throughout the trip.
Concept 3: Itinerary Planner
This itinerary planner is designed to assist in building a personalized trip for existing bookings on a generated calendar. There is a focused set of forms that help narrow down the generative AI model to the optimal recommendations. The calendar generates a full day of activities that considers commute time and location of the property a customer is staying.
Reflections
While time constraints limited our ability to conduct in-depth research, we recognized its crucial role in validating the proof of concepts to the needs of the client and guests. Given more time, we would prioritize usability testing and iterative refinement based on actual guest feedback
Exploring these concepts revealed exciting possibilities for personalization and enhanced guest experiences with generative AI.
Without access to the client's design system, I re-engineered custom components that aligned with the brand's visual language
Let’s solve tough problems together. Contact at pandaymika@gmail.com