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    Marriott Research Questions: Brett Comb

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    Brett Combs
    The document outlines survey questions for research conducted by Marriott to understand user experiences with booking hotels online and through their app. The questions probe user frustrations with websites, motivations for travel, preferences for customer service, and priorities for rewards programs. Rationales provided explain how each question relates to Marriott's research goals of improving usability and the customer experience.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Marriott Research Questions: Brett Comb

    Uploaded by

    Brett Combs
    331 views6 pages
    The document outlines survey questions for research conducted by Marriott to understand user experiences with booking hotels online and through their app. The questions probe user frustrations with websites, motivations for travel, preferences for customer service, and priorities for rewards programs. Rationales provided explain how each question relates to Marriott's research goals of improving usability and the customer experience.

    Original Description:

    Merriott Questionnaire

    Original Title

    Merriott Questionnaire

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    The document outlines survey questions for research conducted by Marriott to understand user experiences with booking hotels online and through their app. The questions probe user frustrations with websites, motivations for travel, preferences for customer service, and priorities for rewards programs. Rationales provided explain how each question relates to Marriott's research goals of improving usability and the customer experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    331 views6 pages

    Marriott Research Questions: Brett Comb

    Uploaded by

    Brett Combs
    The document outlines survey questions for research conducted by Marriott to understand user experiences with booking hotels online and through their app. The questions probe user frustrations with websites, motivations for travel, preferences for customer service, and priorities for rewards programs. Rationales provided explain how each question relates to Marriott's research goals of improving usability and the customer experience.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 6

     

    Marriott research 
    questions 

    ─
     
    B​ rett Comb ​06.3.2019 
     
     
     
     
     
     

    Survey  
     
    I created a live survey that collects data into a google sheet allowing for various important 
    points to be drawn from the representation of data in scatter charts and affinity mapping. 
     

    Questions 
     
     
     
     
    I can remember being surprised by how easy finding and booking 
    accommodations was with a travel website in the past. 
     
    R
    ​ ational 
    To what degree do users of hotel online reservation systems find these systems to be 
    usable? As recent as 2001 academic research has shown 82% of website users abandon 
    the hotel booking process prior to completion, confirming the importance of proper 
    design and usability considerations in hotel booking systems. 
     
     
     
    I have given up on finding and booking accommodations in 
    frustration in the past. 
     
    R
    ​ ational 
    This question is useful for measuring the perception users have of the task of finding 
    and booking hotel accommodations. A perceived lack of usability of online hotel 
    booking systems if pervasive could be deterring potential clients from spending 
    money at hotels.  
     
     
     
     
    I have been inspired to plan travel based on travel blogs or news 
    stories about destinations. 
     
    R
    ​ ational 
    This question is useful for measuring how important location is to potential paterons, 
    and if users are feeling they need more information to choose a hotel than the 
    Marriott website or App currently provides. 
     
     
     
     
     
    If you have downloaded the App for a hotel brand in the past, 
    what lead you to download the app? 
     
    1. I searched for the app in the apps store
    2. I followed up on a promotion by downloading and using the app.
    3. I just use websites
    4. I downloaded the app after booking my room  
     
    R
    ​ ational 
    This question is useful for measuring how paterons come to the decision to download 
    the App. It asks one part of user to select from four alternative desired outcome 
    statements. (JTBD methodology) 
     
     
     
     
    Would you like to have the option of chatting with a live agent 
    while choosing accommodations rather than searching on your 
    own?  
     
    R
    ​ ational 
    This question is useful for measuring the users sense of agency and interest in a 
    feature that would increase it. This directly addresses one of Marriott’s research goals 
    outlined in the initial project plan. 
     
     
     
     
    What have been the most memorable or rewarding moments of 
    your travel and hotel experiences in the past? 
     
    A. I have had difficulty using the website to choose a hotel and book a room 
    B. I was underwhelmed by the room and hotel instantly upon arrival 
    C. We did not research entertainment and dining in advance and made poor decisions 
    at the last minute 
    D. I lost something valuable 
    E. Travel delays and sleep loss affected my first full day 
     
     
    R
    ​ ational 
    There are certain factors that have been shown to enhance a sense of
    competence including optimal challenge, positive feedback and opportunities
    for learning. This question and responses will yield averages for the
    importance of each of the five options. (Multiple selections are allowed*)

    I would like... 
     
    A. To make a personal connection with a customer service representative with Marriott 
    B. To make personal connections with other travelers throughout my stay 
    C. Earn reward points for hotel stays, airfare and dining and entertainment 
    D. Alexa but "Alexa for travel" an assistant to help keep organized with less effort. 
     
     
    R
    ​ ational 
    Support for relatedness arguably defines a category of digital experience that shapes our
    generation. These questions focus on relatedness and discovering and prioritize JTBD
    opportunities.

    When you travel for business more than anything else, what   
    would make choose Marriott over other options? 
     
    F. A website that is effortless to use to book a hotel room 
    G. Having more rewards points accumulated on my Marriott rewards card than my 
    other rewards card 
    H. Personalized online and phone customer service from initial hotel search through 
    end of stay 
    I. Inspiring and useful information that helps me choose the right hotel by accounting 
    for nearby professional, dining and entertainment opportunities 
    J. All of the above 
     
     
    R
    ​ ational 
    Jobs-As-Progress is about understanding why consumers change their historical
    purchase patterns — i.e. why they would stop using product X and start using product Y.
    Understanding what conditions must exist for this behavior change is important. If you
    want people to start using your product (i.e. create growth), then you’re gonna have to
    persuade them to stop using the products they use today and start using your product.

    When you travel for leisure more than anything else, what   
    would make choose Marriott over other options? 
     
    K. Inspiring and useful information that helps me choose the right hotel by accounting 
    for nearby professional, dining and entertainment opportunities 
    L. A website that is effortless to use to book a hotel room 
    M. Personalized online and phone customer service from initial hotel search through 
    end of stay 
    N. Having more rewards points accumulated on my Marriott rewards card than my 
    other rewards card 
    O. All of the above 
     
    R
    ​ ational 
    Jobs-As-Progress is about understanding why consumers change their historical
    purchase patterns — i.e. why they would stop using product X and start using product Y.
    Understanding what conditions must exist for this behavior change is important. If you
    want people to start using your product (i.e. create growth), then you’re gonna have to
    persuade them to stop using the products they use today and start using your product.

    I would like to maximize... 


     
    P. The time I have to enjoy a nice meal and relax so that I can be sharp for work 
    tomorrow. 
    Q. My sense of feeling organized so I can relax and enjoy myself 
    R. My number of reward points so that I can afford to take everyone on a short 
    getaway. 
    S. The number of items on my travel itinerary and have a good time​. 
     
     
    R
    ​ ational 
    This question ask customers to choose one of the four how important the job is, and how
    satisfied they are with an existing solution or service. Each option is written in the form
    of a job story. Results will show a range of interest across the four questions of relevance
    to Marriott.

    Works Cited

    10201357677937626. “​Replacing The User Story With The Job Story​.” ​Jobs to Be

    Done​, Jobs to Be Done, 12 Nov. 2013,

    jtbd.info/replacing-the-user-story-with-the-job-story-af7cdee10c27​.

    Peters, et al. “​Designing for Motivation, Engagement and Wellbeing in Digital

    Experience​.” ​Frontiers,​ Frontiers, 3 May 2018,

    www.frontiersin.org/articles/10.3389/fpsyg.2018.00797/full.

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