Marriott Bonvoy Self-Service Vision
A 7-screen prototype, designed in 48 hours, that helped close a $500K deal.
Pre-sales Experience Architect
Andre (Business Strategy Director)
2-Day Rapid Sprint (Scope to Executive Presentation)
7 Interactive Web Prototypes + 1 Mobile Concept Screen
Direct Contribution to $500K+ Project Booking
The Context: Moving from Abstract Strategy to Tangible Experience
Marriott was evaluating a modernized self-service support portal in a highly competitive enterprise vendor selection process. While business strategy documents outlined the potential ROI, Marriott executives needed something tangible to react to, critique, and buy into before committing capital.
Partnering with our Business Strategy Director, I owned the end-to-end design response. My mandate was to build a credible, brand-aligned future-state vision in just two days—bridging executive business strategy with human-centered product experience.
The 48-Hour Sprint Framework
To deliver 7 full web prototypes and a mobile concept within 48 hours, I established a high-velocity 4-step workflow:
1. Scope & Align (Hours 0–6)
Partnered with the Business Strategy Director to clarify core requirements, key guest personas, and prioritized support journeys.
2. Analyze & AI Synthesis (Hours 6–12)
Audited Marriott’s legacy support flows and leveraged NotebookLM to rapidly synthesize guest feedback patterns, identifying friction points in booking modifications and loyalty support.
3. Brand System Alignment (Hours 12–24)
Decoded Marriott Bonvoy’s brand guidelines to ensure typography, color palettes, and UI components felt premium, recognizable, and native to their ecosystem.
4. Prototype & Storyboard (Hours 24–48)
Designed 7 full web screens and 1 mobile concept in Figma, refining navigation, conversational UI hooks, and self-service resolution paths.
WHAT I DEFINED IN TWO DAYS
Turned a business strategy into a testable product vision in 48 hours.
Working from Andre’s business strategy, I rapidly synthesized the opportunity into a clear interaction direction, then designed 7 web prototypes and one mobile concept to give stakeholders something tangible to react to. The deliverable wasn’t a shippable product - it was executive storytelling: a fast, credible way to show what a modern Marriott self-service experience could feel like, built to move a $500K+ opportunity toward close.
The Executive Storyboard Architecture
The 7 prototypes were not standalone UI screens; they were structured as a progressive narrative arc for executive decision-makers:
1. Current Friction vs. Modernized Vision
Contrast baseline support friction with an intelligent, self-service search experience.
2. Tier 1 Self-Service Resolution
Instant guest management for reservation edits, amenity requests, and digital key troubleshooting.
3. Tier 2 Conversational AI Handoff
Smooth transition from automated assistance to live agent support without losing guest context.
4. VIP Bonvoy Member Loyalty Flow
Personalized support portals tailored to Elite member status tiering.
MEASURED OUTCOMES & REVENUE IMPACT
Directly contributed to a half-million-dollar project booking.
The pre-sales work supported the close of a $500K+ Marriott opportunity, delivered in a 2-day sprint.
$500K+ Deal Closed
The pre-sales experience vision played a pivotal role in securing executive alignment and winning the competitive Marriott pursuit.
48-Hour Velocity
Delivered full scope, brand alignment, 7 web prototypes, and mobile concepts in two days.
Production Handoff
The future-state vision was later implemented and taken live by the project delivery team.
Testimonial
Janie bridges business strategy and experience design effortlessly. By translating complex enterprise opportunities into a clear narrative and high-fidelity prototype direction, she gives stakeholders the confidence needed to move major pursuits toward a successful close.