Turning hospitality into a digital relationship.
A company called Go Find It came to Metropolis with an idea: a platform that could put a hotel's entire guest stay into the guest's hand. We designed the system that made it real. Built on a flexible, headless design system, one platform became versatile enough that some of the most demanding hospitality brands in the world adopted it.
A brand promise has no value unless the experience can carry it.
The challenge
Every luxury hotel brand has its own codes, and no luxury brand accepts looking like a template. The platform had to be one product underneath and a different brand on every surface: Sofitel had to feel entirely Sofitel, Raffles entirely Raffles. And it had to hand control to the hotels themselves, so each property could run its guest experience without a design team on call.
What I did
Designed the flexible design system that let one platform express many luxury identities without diluting any of them.
Led the experience design across the guest journey: remote check in and check out, personal concierge, room service, laundry, amenities, restaurant, spa and event booking, car service, connected to the hotel's ERP so digital promises became operational reality. A Spotify integration let the stay carry the guest's own soundtrack.
Built the system headless, so hotel owners could maintain, extend and build on it themselves after we left.
In hospitality, brand is not only what a company says. It is what the guest feels across every interaction. This work is where I learned that experience is the place where brand becomes operational.
About the company
Sofitel, Bulgari and Raffles
The platform served properties under brands including Sofitel, Bulgari and Raffles: houses where the standard of the physical stay sets an unforgiving bar for anything digital that carries their name.
- Luxury hospitality
- Design system, experience design, platform design
- Multi-year, through Metropolis
- HOSPITALITY PLATFORM