Understanding Millennials Needs In Hospitality Apps

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Fulfilled Users Make a Profitable Business

Many hotel brands have put out their own apps, trying to reach Millennials, but this doesn’t mean they will trust it.

We decided to figure out what is going on and tested 13 hotel app features. The goal was to discover which features they find attractive, and which ones they find irrelevant or frustrating. Our target were American Millennials from 25-35 years of age, both Android and iOS users.

It turned out that Millennials perceived that hotel content are untrustworthy.

We will share our study findings about what motivate modern travelers to actually use your app. Understanding the evolving Millennial mind, will help you define a mobile experience that everyone can trust and enjoy.

You’ll learn

  • Top Three Irrelevant Features (& real examples)
  • Top Three Most Attractive Features (& real examples)
  • Insights on how to build trust in Hospitality Apps.

WEBINAR ASSETS

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Participants

Denisse Gutierrez

UX Researcher

Diana Arvayo

UX Reseacher

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Understanding Millennials Needs In Hospitality Apps

Many hotel brands have put out their own apps, trying to reach Millennials, but this doesn’t mean they will trust it.

We decided to figure out what is going on and tested 13 hotel app features. The goal was to discover which features they find attractive, and which ones they find irrelevant or frustrating. Our target were American Millennials from 25-35 years of age, both Android and iOS users.

It turned out that Millennials perceived that hotel content are untrustworthy.

We will share our study findings about what motivate modern travelers to actually use your app. Understanding the evolving Millennial mind, will help you define a mobile experience that everyone can trust and enjoy.

You’ll learn

  • Top Three Irrelevant Features (& real examples)
  • Top Three Most Attractive Features (& real examples)
  • Insights on how to build trust in Hospitality Apps.

Participants

Denisse Gutierrez

UX Researcher

Diana Arvayo

UX Reseacher

WEBINAR SUMMARY

Webinar Slides

What Do Millennials Represent for the Hospitality Industry?

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88% of travelers with smartphones would switch to another site or app if yours doesn’t satisfy their needs.

According to the Boston consulting group, Millennials are the biggest generation ever

50% of all business travel spending in the U.S by 2010 will be from millennials

How Was the Research for Hospitality Apps Designed?

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As technology evolves companies integrating them to gain millennial attention. Our goal for this research was to identify the features that were more attractive for millennials when booking a room.

Our target for this research were: Travelers from the United States with the following characteristics:

  • 25 to 35 years old travelers from united states.
  • Android and iOs Users
  • Love to travel

Millennials’ Needs in Hospitality Apps

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In our research, we identify the most attractive features as well as the most irrelevant ones.

These are the features millennials don’t see value on:

  • Millennials perceived that hotel content is Untrustworthy
  • Loyalty Programs
  • 360 Video Tours
  • Chatbot Assistant

These are the top 2 most attractive features

  • Mobile Check-in
  • Front Desk Chat
  • Virtual Room Key

What Makes a Hospitality App Trustworthy?

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  • Social Validation.
  • look everywhere for personal connections
  • Show experiences not just rooms
  • Build payment features

How to Make Your App More Attractive to Millennials?

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Make it personal.

Millennials trust in experience of people and look everywhere for personal connections

Put on your traveler shoes.

The only way to understand what your customers need is to feel empathy.

Data-Driven Decisions.

User research is quick and inexpensive. Knowing your users need will help you build better experiences.

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