Designing Resort World Las Vegas's Super App
A multi-property resort experience design exploring how three hotels can be unified through a single app, aligning product direction and stakeholder expectations into a cohesive guest journey.
Role:
UI/UX Designer
Duration:
2 months
Platform:
Mobile, Tablet, Desktop
Tools Used
Figma
Illustrator
Photoshop
Context
RWLV’s existing resort app had reached a critical point of misalignment with evolving guest expectations and internal business priorities. Originally launched over five years ago, the product no longer reflected current user behaviors or the resort’s broader service ecosystem. As a result, the client began questioning the value of continued investment in the digital experience and considered terminating the engagement.
In response, I conducted a structured evaluation of the existing experience, synthesizing prior research and product insights to identify breakdowns across key guest journeys, engagement patterns, and missed revenue opportunities. The objective was to reframe the conversation from maintenance cost to strategic product value.
My Contribution / Outcome
Developed a strategic redesign proposal: repositioned the app from a standalone utility into a revenue-generating layer of the resort ecosystem
Identified: key experience gaps, opportunity areas, and prioritized design directions based on guest behavior, operational needs, retention, and conversion opportunities
Led iterative narrative framing and design direction: communicate the platform’s long term business value to stakeholders
Presented executive-level proposals: shifted stakeholder perception from discontinuation toward reinvestment
Following a strategic redesign proposal and executive-level presentations that reframed the app as a revenue generating platform, the proposal secured C-suite approval and led to the project being greenlit for a full redesign phase.
A Hospitality Super App
The app aims to consolidate scathered resort experience into a single, unified digital ecosystem that supports the full guest journey across multiple properties.
Rather than acting as a standalone utility, it connects stay management, services, discovery, and navigation into one continuous platform - creating a seamless experience from pre-arrival to post-stay while increasing personalization and engagement opportunities.
Key capabilities include:
AI-powered recommendations
Personalized dining, events, and experiences based on guest behavior, preferences, and context.Centralized account hub
Manages bookings, loyalty, payments, preferences, and service requests in one place.Gamification & rewards
Badges, challenges, and collectible rewards that encourage on-property exploration and engagement.Multi-property navigation
Seamless wayfinding across all hotels and resort spaces.Concierge & service access
On-demand requests for housekeeping, dining, spa, valet, and guest services.Dynamic itineraries
Real-time personalized schedules based on availability and guest preferences.Experience discovery
Curated events, dining, and entertainment with personalized ranking and filters.Unified loyalty system
Cross-property rewards tracking and redemption across the resort ecosystem.
Together, these capabilities reposition RWLV from a transactional app into a connected engagement platform, designed to enhance guest experience while driving retention, exploration, and long-term value.
note
Project Under NDA
Due to NDA restrictions, I can’t share additional details or visuals from this project.
I’m happy to to walk through my process, decisions, and contributions in more detail upon request.
Thank you!