Spark Baseline

Goal:

The purpose of this spark and poll were to hear your feedback on the newly refreshed monthly Marriott Rewards® email newsletter.

 

Duration:

February 3-28, 2014

 

Participation:

Over the course of this "Spark" we received 28 votes in our poll and 16 replies and over 1,000 combined page views. We’d like to extend a big thank you to everyone who participated. We look forward to hearing feedback from even more of you in the future!

 

 

Spark Result

We’re ecstatic to see that 64% of respondents were pleased with your refreshed email newsletter – thank you! And with a quarter of responses marked as neutral, we recognize there’s always room for improvement.

 

email-spark-results-graph.jpg

 

Here’s a quick summary of what we heard:

  • General agreement that the new look is streamlined, clean, and easy to read
  • You love having your status, point balance, Elite nights and special features all at the very top of the email
  • The email is really long with a lot of photos (maybe too many now)

 

 

 

Next Steps

The Rewards email team would like to again thank everyone for sharing your honest feedback. By the looks of the feedback, our initial goals of quick access to account information, more visual appearance and mobile compatibility have succeed. But as we said earlier, there is always room for improvement. Now that we have the backbone of this email refreshed, we can continue to optimize the type of content and its placement across the email throughout the year.

 

 

 

Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

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Spark Baseline

Goal:

The purpose of this spark is to collect feedback on an interactive beta home page, which aims to make it easier to contribute and find information.

 

Duration:

June 10 – July 7

 

Participation:

Over the course of this "Spark" we received 19 replies and nearly 500 page views. Thanks to those of you that took a look at the live preview and contributed your feedback. We look forward to hearing feedback from more Insiders in the future!

 

 

Spark Results

We tried a different approach with this change to the community, in that we both wanted to allow for your feedback and suggestions, yet in a way that you could also interact with the changes themselves - rather than looking at a static image and imagining what would happen.

 

We heard positive and negative feedback along with a few suggestions. We were even able to incorporate the suggestion to link to the community site map from the "Helpful Resources" section. Among the positive aspects we heard:

  • The images help add color and interest to the page
  • The expanded list of activity makes you more likely to find something of interest
  • The links are organized and easy to find your way (this has been a common complaint so we're ecstatic to make improvements for you!)
  • and that you generally like the layout, even a "vast improvement"

 

Among the areas to further improve upon:

  • The page is too "white" and more color could be useful
  • it's a bit word and you'd like to be able to visually "scan" the page without having to read everything
  • Additional personalization would be ideal

 

 

Next Steps

We're rolling out this new home page layout so you can immediately benefit from the streamlined organization, but we're not done yet. We're still working on further simplifying the homepage and we welcome your continued feedback or suggestions. Plus, stay tuned for information on a new navigation for the community that will help you find your way even more.

 

 

 

Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

Spark Calendar »

Ground Rules »

Spark Baseline

Goal:

The purpose of this spark is to weigh the importance of several navigation elements to better find your way around the community and the information you're interested in.

 

Duration:

March 25 – April 5

 

Participation:

Over the course of the two weeks, we received 27 responses to the mock-up provided. Thanks to those of you that contributed and we look forward to hearing feedback from more Insiders in the future!

 

 

Spark Results

Based upon your feedback on the mock-up provided, the three most important navigation elements aren't very surprising:

  • Search (67%)
  • Communications (48%)
  • Create (48%)

 

When you consider the two highest ratings (somewhat important and very important), a slightly different order emerges:

  • Activity (82%)
  • Search (82%)
  • Communications (78%)

 

spark-results-graph-navigation-elements.jpg

 

And here's a sampling of the feedback provided:

  • I would hope that any changes are made to improve the entire Marriott Rewards Insiders experience, not just to pretty up the site
  • It's honestly far too dificult to provide constructive feedback on a screenshot
  • Awkward, clunky, hard to use
  • I thought it was clean and concise and easy to follow

 

 

Next Steps

We wanted to see if the sum of the individual parts shown in the mock-up would ultimately make it easier for you to find information and contribute, and your feedback tells us we're headed in the right direction.

spark-results-reaction-graph-navigation-elements.jpg

We've heard a desire from Insiders to make the community easier to navigate and ultimately find the information you're looking for. Now, with this prioritized list of navigation elements, we can further refine the navigation so it takes up less vertical space while functionally being more intuitive. We'll explore some additional options and bring those back to the community for input, ultimately providing a live demo so you can interact with each link to really get a sense of its use. There's some work ahead of us, but we appreciate your loyalty and your input.

 

 

Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

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Spark Baseline

Goal:

The purpose of this spark is to help TownePlace Suites associates determine the importance of several in-room amenities to enhance your productivity during extended stays.

 

Duration:

January 29 – February 8

 

Participation:

We received 61 votes in our poll with additional feedback and discussion within 28 comments. Thanks for contributing!

 

 

Spark Results

Although we heard from many of the difficulty in choosing only one of the poll options, here are the results:

TPS-jan-spark-results.jpg

 

Here’s a summary of the great input we received, factors that swayed your votes and even some suggestions.

  • The desk is useful work space because it allows space for a computer and makes it easy for guests to feel organized and orderly
  • The closet, dresser, bathroom storage areas help guests transition from "living out of a suitcase".
  • Ample storage space is essential for a hotel that is targeted toward long-term stays, considering guests will likely have a decent amount of clothes and supplies.
  • More outlets would come in handy, especially on or near the nightstand.
  • More nightstand surface would make this area of the room more versatile, allowing guests to charge phones, place books, magazines, travel alarm and possibly a purse. 
  • More bathroom storage would also be useful – allowing guests to unpack toiletries in the vanity or shelves away from the toilet. 
  • And finally, all areas are considered important for an extended trip because you want to feel as home as possible.

 

 

Next Steps

Bruce and the TownePlace Suites brand leadership team appreciate your participation and candid feedback. They’ve captured the following takeaways for further consideration:

More drawer space – This is something we are looking at with our new design concept rolling out later this year.

  • Additional outlets in the room - We are definitely doing more to ensure our work areas have outlets in the right places for ease of use. 
  • Bathroom vanity and shelving – We’re sharing your interest in additional storage space to unpack toiletries with our hotel managers
  • Additional closet space - As part of our new design concept, TownePlace Suites is looking at upgrades to our closet layout and storage capacity.  More to come!

 

 

Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

Spark Calendar »

Ground Rules »

Spark Baseline

Goal:

The purpose of this spark is to determine the importance of several factors on an average trip.

 

Duration:

October 29 – November 18

 

Participation:

We received feedback from 113 members – making this our most engaging Spark thus far. Thanks for contributing!

 

 

Spark Results

How important are the following when planning a trip?

89% Bed quality

70% Food availability

57% Health and Fitness

34% Entertainment

 

During your stay, how important are the following factors in making your trip a success?

92% Bed quality

74% Food availability

55% Health and Fitness

36% Entertainment

 

 

Next Steps

It isn’t a surprise that bed quality was the most important factor before a stay, and with 92% echoing that importance during a stay, a good night’s sleep is all but an expectation. These results will help Mike with the retail team illustrate to all departments in the company the importance of a good bed in the room and may be shown to owners who ultimately make the bedding purchase decisions.

 

 

Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

Spark Calendar »

Ground Rules »

Spark Baseline

 

Goal:

The purpose of this innovation spark is to capture interest among the community for three options to replace the current participation meter.

 

Duration:

September 24 – October 5, 2012

 

Participation:

There were 12 vote in all for the three options (9-0-3)

 

 

Spark Results


9 Votes - Option 1 - Travel-related
Visitor, Sightseer, Commuter, Explorer, Pathfinder, Trailblazer, Tour Guide, Trendsetter, Time Traveler

 

0 Votes - Option 2 - Worldwide attractions
Acropolis, Colosseum, Great Wall of China, Big Ben, Eiffel Tower, Golden Gate Bridge, Millennium Park, Empire State Building, Statue of Liberty

 

3 Votes - Option 3 - Generic but explicit
Level  0-10, Level 11-75, Level 76-300, Level 301-800, Level 801-2100, Level 2101-3500, Level 3501-5000, Level 5001-7999, Level 8000+

 

Original participation meter levels

Newbie, Rookie, Novice, Apprentice, Rock Star; Super Star, Guru, Trendsetter, Jedi



Next Steps

Your feedback over the last year and more recently within these two sparks has helped us to rename the participation levels. This is an immediate and site-wide change so anyone interested in their participation score can look at your profile to see where you are.  Here are the final participation levels, What is my Participation Meter?

 

We recognize that this change will have little to no impact for many of you, but like many have mentioned, these participation scores tend to be most relevant for new Insiders as they learn the community and who's participating. So thank you for the suggestion way back when and for your recent feedback - you've helped to eliminate the inadvertently offensive participation levels and make the community more welcoming to new members.

 

Since this started as a member suggestion, you can submit other suggestions to improve the community within the Community Help and Support section by then clicking on Community Suggestions.

 



Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

Spark Calendar »

Ground Rules »

Spark Baseline

 

Goal:

The purpose of this innovation spark is to capture naming suggestions for 9 new participation meter levels with a travel-related focus.

 

Duration:

September 10-21, 2012

 

Participation:

The spark generated an assortment of creative suggestions and discussion from a number of Insiders. We look forward to hearing from even more Insiders through future sparks.

 

 

Spark Results

The following is a summary of the suggestions for new participation meter levels.

  • Lap Child, Greeter, Jetway, Resort, Cruiser, Concierge, Butler, Champagne, Penthouse
  • Park bench, flophouse, motel, inn, hotel, suite, concierge level, executive suite, presidential suite
  • "Round-the world" travel, Regional/continental specialism, Heritage, Sporting involvement, Outdoor activities, Gourmet excellence, Family fun, Business networking
  • Maybe names and/or labels are not needed at all.   
  • Lobby, Ballroom, Floor 2, Floor 3, Floor 4, Floor 5, Floor 6, Floor 7, Concierge Lounge.  
  • mountains (status could relate to height, e.g. jedi = Everest) or perhaps Roman Military ranks ... Legate, Tribune, Prefect, Centurion
  • Bulgari, Ritz Carlton, JW Marriott, Renaissance, Marriott, Residence Inn, Courtyard, Spring Hill Suites, Fairfield Inn
  • Bronze, Bronze +, Silver, Silver +, Gold, Gold +, Diamond, Diamond +, Platinum
  • Yellow star, Blue star, Turquoise star, Purple star, Red star, Green star, Yellow shooting star, Turquoise shooting star, Purple shooting star



Next Steps

Based upon the creativity and variety of suggestions in this spark, we’ve set up a poll to collect your feedback on three new options for participation meter levels.



Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

Spark Calendar »

Ground Rules »

Spark Baseline

 

Goal:

The purpose of this innovation spark is to capture Insiders’ feedback of the ratings & reviews pilot thus far – specifically relating to desired enhancements and usability.

 

Duration:

July 16-27, 2012

 

Participation:

Our inaugural innovation spark received feedback from 14 Insiders, while certainly not enough to be statistically significant, we’ve captured some great insights and look forward to hearing from more Insiders in future sparks.

 

Spark Results

50%

Through this initial spark, we realize there’s huge variety in the way we all consume and contribute ratings and reviews so your feedback has been extremely helpful.  Half of all participants have rated a Marriott property through the Insiders community pilot. We’re glad to see so many of you are familiar with ratings and review sites and our pilot on Insiders in particular.

8 avg

While the pilot of Marriott ratings & reviews is limited in the number of available locations, those 50% of participants that have rated and reviewed Marriott properties on Insiders have reviewed an average of 8 properties.

 

64%

When looking at a specific Marriott property and asked for preference in sorting how reviews for that property are listed, 64% of participants said most recent while 36% prefer highest rating.

 

 

43%

With a more open-ended question with respect to the improvements or information available with the current pilot which would improve your experience, we saw a variety of ideas. Within that variety however, we did find 43% of respondents specifically highlighted property condition, level of service, Elite recognition and amenities.

reviews-photos-graph.jpg

When asked to rate the importance of user-generated photos with reviews, the average rating was 2.3 on a scale of 1 to 5 (5 being least important). We wanted to gauge the community’s interest in user-generated property photos as part of this formalized property rating and review pilot and there appears to be considerable interest.

 

 

Next Steps

As you can see, there’s quite a bit of work ahead of us but we’re committed to optimizing your experience. Our next step is to regroup on this information with our team to establish a plan forward to prioritize these improvements to the ratings and reviews pilot.

 

We’ll need to explore ways to implement user-submitted photos within our pilot of ratings and reviews along with increased but authentic participation from property management. Traditional site like TripAdvisor were repeatedly mentioned throughout this spark so we’ll combine your feedback with some best practices from these third-party sites to optimize the experience for Insiders. We’ll keep you posted on our progress with these improvements, although they are not likely to be included in the next few releases.

 

Thanks again to everyone that participated in our first innovation spark. We really do appreciate feedback from Insiders and hope to see increased participation in the sparks to follow.

 

 

 

Participate in Future Sparks

The Innovation Sparks group is specifically designated to capture the insights, opinions and feedback of Insiders through a structured process. Your feedback matters to us and is important to business leaders across Marriott as they evaluate and weigh new opportunities or changes. To participate, sign in, go to the Innovation Spark group and click the "join this group" button to contribute.

 

Spark Calendar »

Ground Rules »