Four Seasons

The challenge: Four Seasons came to us with a fragmented user experience across their digital and physical experience, resulting in frustration for users and property owners alike.

The work: We leveraged global user insights using both quantitative and qualitative research, informing a design direction aligned to the four pillars: quality, service, culture, and brand. We then gathered data from internal Four Seasons teams to inform the rollout strategy for a global design system. The utility of the design system gained quick momentum, allowing us to roll out the site in 14 languages with ease. The scalability of the design system extended to CRM and in-room design elements, bringing cohesion to the end-to-end user experience.

The results: Our global redesign led to 11% YOY increase in room revenue by direct bookings.