CASE STUDY
Marriott Enterprise Chat
Marriott sought to modernize its mobile guest experience and pre-empt service issues via AI automation, while unifying loyalty and in-room services across 30 brands.
Role
Director of UX
Team Size
1 UX Director
1 IA Director
4 Engineers
2 Product Managers
Timeline
Q3, 2025
Product Scope
Global Mobile + web guest experience and Native App
Role
As Director of UX, I led the design of Marriott’s enterprise chat ecosystem — an AI-powered assistant integrated across all digital touchpoints — unifying guest support, loyalty, and booking experiences under a single conversational platform.