Hilton Tacit case study

We were contacted by our client during the lockdown to help with a once in a lifetime tectonic shift that happened to the industry. The task was to help Hilton Hotels & Resorts streamline their new product initiatives for a post COVID-19 market; designing long term stay products for knowledge workers. 

Due to the COVID 19 pandemic, travel has stopped completely during late March and April of 2020. Most travel and hospitality brands found themselves in a rare situation: having zero revenues and guests. 

Both startups and incumbent brands were equally struggling to provide any customer service/support  and grow - so Tacit identified major problems and growth opportunities for them. 

The brief was to granularly measure every potential product and identify product market fit: at scale, during lockdown and in a time-and-cost effective way.

Market Context 

Hilton Long Term Stay: discovering the ideal customer journey  

Here is the user journey mapping out the best and worst moments for the Hilton Long Term Stay package: zoom in to explore detailed metrics at each touchpoint. 

A/B testing and quantitative analysis before the launch

Based on the gathered data, the mobile app and communication strategies were adjusted and changed for further A/B testing. 

Please find the detailed report here.