When Reservations ≠ Relaxing:
Enterprise product strategy for roadmap planning, executive buy-in, and UX development.
Enterprise product strategy
These case studies include eCommerce planning, product user story development and strategic product vision in travel. They also have cross-functional team support from my developed Pivotal Moments™ System (Sunwing).
This work includes market analysis for gathering executive buy-in for customer management strategy with product design, technology, and marketing teams to align on roadmaps to optimize customer wallet share.
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Value Proposition with CX Success
Analytical CX and Business Alignment Measurement
Multichannel Communications Strategy
Qualitative and Quantitative Research Analysis from Ethnographic to UX Testing
Segmentation Analytics, Strategy
Design Thinking Workshops
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Journey Mapping and Blueprints with Analytics and Change Management
Use Cases and User Stories
Channel/Product Design Playbooks
Product Journey Touchpoints and Information Architectures
Enterprise Design Ops and Standards
User Flows and Activation Strategies
Rapid Prototyping and High-fidelity Wireframes with Requirements
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MarTech and Product Maturity Readiness with UX Requirements
Commerce and CRM Optimization from Segmentation, Engagement Analytics
Product Feasibility Prioritization
Agile Sprint Grooming and Design Deployment Management
Product Lifecycles and App sunset
SFMC and PaaS tech strategy
$7.54 x 44MM
Incremental revenue/customer X av. customers/hotel brand
=$332MM
Total revenue per CX point
Marriott’s Dominance
Sales revenue of selected leading hotel companies worldwide in 2020
Sales revenue
“A well-articulated strategy, consistently aligned with our overall process given the nature of the ask. Based on other feedback I've heard from Marriott, Josh did a great job of articulating the overall approach to the rest of the design team.”
— E.D. Design Director on Marriott
