Hilton Company continues to prioritize user experience to maintain its lead in the hospitality industry. As the Senior UX Researcher, Grayson's role is critical in understanding customer needs, behaviors, and motivations through observation techniques, task analysis, and feedback methodologies. Her insights are crucial in developing intuitive, user-friendly platforms and systems that enhance customer satisfaction, promote brand loyalty, and drive revenue growth. Recent projects include the revamp of the Hilton Honors app and the redesign of the online booking system, both of which have received positive customer reviews. Moving forward, Grayson is tasked with further enhancing the digital guest experience across all touchpoints, while ensuring that the company's UX strategies align with Hilton's overall business goals.More...