Vice President of Digital Experience, Marriott International
As the Vice President of Digital Experience for Marriott International, Mariana leads the UX Design and Digital research teams. She is responsible for developing the user experience for the Marriott booking systems and all of the digital services for Marriott Hotel Brands globally. Mariana is also a member of Marriot’s Innovation, Strategy, and Insights team, which is focused on envisioning and prototyping the in-hotel digital experiences of the future.
Before joining Marriott, Mariana developed and managed User Experience teams for both Sapient and iXL (which merged with Razorfish). At both of these industry-leading digital agencies, she worked on large-scale, integrated web marketing projects that included branding, marketing, advertising, e-commerce, and applications.
Mariana earned a BA in Architecture and Graphic Design from the Federal University Pernambuco, Brazil and a MA in Digital Design and Publishing from the University of Baltimore. She has presented in various conferences in the US and Brazil on the topics of User Experience and Digital Services Design.
Digital Services at Marriott
The Marriott Hotels brand has proven to be a particularly fertile sand box for services innovation. In the last two years Marriott has developed a digital services roadmap that will transform how Marriott hotels engage their guests and support their needs throughout the travel lifecycle. Her presentation will share the story of two specific innovative products – Digital Check-in/Check-out and Red Coat Direct (onsite meeting-related services) – that they have been developing and are poised to roll-out to the brand’s 850 hotels worldwide. These two products have been a great source of insights regarding customer perceptions and behaviors and have also enabled them to better identify issues with their technical infrastructure as well as issues related to the training of hotel staff and the design of the hotel’s public spaces. The implementation of these products globally is also presenting interesting insights into how customer expectations, perceptions, and behaviors differ in various regions and cultures.