Green Engage - Camp Digital

IHG GREEN ENGAGE
Helping the world's largest hotel company to achieve a
System Usability Scale rating of 96
Christopher J. Bush
User Experience Consultant
Sigma UK
Intercontinental Hotels Group
The big picture
Intercontinental Hotels Group
The big picture
153m guests annually
in
658,000 rooms
at over
4,480 hotels
across
100 countries
Intercontinental Hotels Group
The big picture
That’s a lot of
rooms…
Intercontinental Hotels Group
The big picture
...that use a lot
of energy
IHG have a combined carbon
footprint of
9 million metric tons
Equal to 11,113
nonstop flights
around the
world…
IHG's online sustainability management system that helps hotels to…
Reduce energy
and water
consumption
Raise guest and
staff awareness of
sustainable
development
Reduce
carbon footprint
How it works
Hotels input
their site data
System automatically
generates reports
Hotels research
‘green solutions’
water, gas,
electricity etc.
reports & benchmarks to
compare performance
add specific actions to
their action plan
Version 1
Great
concept
Poor
User
Experience
IHG recognised that the interface
needed a radical overhaul
Sigma was invited to join
the project team
Once signed
up, users
didn’t know
where to start
Navigation &
terminology
wasn’t very
intuitive
User
Interface
didn’t guide
the user
Reporting
functionality
didn't meet
user
requirements
No logical
flow/user
journey
The list goes
on…
Introducing consistent measures
System
Usability
Score
54
Product
Reaction
Cards
42
(% positive words choices)
Anything below 70 suggests a
system not suitable for
its audience
58% of user choices were
negative words
%
Redevelopment Approach
User involvement at every key stage of the redevelopment
Review research &
new user engagement
Concept work
Prototyping workshop
Usability testing
Development & Rollout
Research & User Engagement
Vision workshop
Review previous goals and user data. Share ideas and
thoughts on core issues and identify potential solutions
and draft sketches.
Green Engage users are spread all over the
globe in range of different cultural contexts.
– Telephone interviews for further qualitative
understanding and insight
– Online survey for quantitative and further
qualitative
Concept work
Sketches
Wireframes
Design
& visual language
Prototyping workshop
Joint Application Design (JAD) A short
requirements and prototyping workshop with
key stakeholders and users go through all
core functionality
Share business goals
Identify user needs and motivators
Rationalise ideas with development team
After Prototyping workshop
Tangible, interactive deliverable
Easily shared with the broader team to
communicate findings and outcomes
Supporting tool during development
Minor development to make the
prototype suitable for user testing
Usability Testing (RITE method)
Two days of testing
Iteration time added between users to help remove
minor issues and allow for fresh retesting
Key Measures
– Improve user understanding (system and energy usage)
– Aid task completion
– Reduce user errors
Example iterative change
Prototype testing
System
Usability
Score
Product
Reaction
Cards
(% positive language
choice increases)
V2 Prototype
V1
73 54
+35%
V2 Prototype
V1
82 42
%
+95%
%
GREEN ENGAGE 2.0
PILOT KEY FEATURES
Development and Rollout
Intuitive and
friendly
Setup
Wizard…
Task focused
navigation
Simplified
terminology
Focus on
assisting the
user
complete
core tasks
Support data
entry reduce
user errors
Generate
clear and
simple
reports…
Pilot site testing
System
Usability
Score
Product
Reaction
Cards
(% positive language
choice increases)
V2 Pilot
V2 Prototype
V1
96 73 54
+31%
+35%
V2 Pilot
V2 Prototype
100
%
+22%
V1
82 42
%
+95%
%
Herve Houdre
GM Intercontinental New York Barclay
THANK YOU!
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