The future-vision story behind a hospitality win
Wyndham runs 9,000+ hotels across 20 brands, and its corporate teams and franchisees were working in disconnected systems. Our team had to show them a better future, in a competitive pitch.
A pitch had to feel like their future, not our features.
Wyndham's systems didn't work well together. Corporate teams and hotel owners couldn't collaborate easily, and other vendors were pitching too. A nice slide deck wouldn't win this. They needed to see how it would work in their world.
Experience designer on a team of five.
I worked alongside lead creative strategists, a lead technical strategist, and a lead experience designer. My part:
- Hero Workshop: Helped run the engagement workshop with Wyndham's team.
- Microsite: Designed the microsite that became the hub for the whole engagement.
- Vision story: Designed the future-vision presentation, about 47 slides.
- UI advisement: Shaped the demo screens and joined solution meetings.
How might we use a connected guest journey to inspire brand champions?
The vision story had three chapters: streamline the booking experience, reduce operational costs, and enable a world-class loyalty team. Four personas carried it, with live demo moments along the way:
Paola
A Wyndham Rewards member booking and managing her stay.
Leona
A marketing and sales executive.
Terry
A contact center agent.
Brett
A franchise owner.
A pitch that kept working after the meeting ended.
A presentation lasts an hour. A deal like this takes months, and most of the people who sign off are never in the room. So I turned the vision story into a single web page Wyndham could keep coming back to.
One home for the story
The vision, personas, demo moments, and proposed solution lived in one place, not scattered across decks and email threads.
Built to be shared
Our champions could forward one link to stakeholders who missed the workshop, so the story reached decision-makers we never met.
Proof in their own world
Their brands, their guests, and their teams, showing Salesforce value across every channel instead of generic product features.
An ongoing hub
It stayed live through the extended engagement, keeping the narrative fresh between meetings.
I later shared what I learned in a Salesforce blog article, 6 Strategic Design Tips for Converting Your Pitch into a Microsite ↗.
Contract won.
Wyndham signed a $1.4M ACV deal, and Salesforce's footprint grew to include the Wyndham Rewards Call Center. Over time, the account tracked strong results from the work this engagement set in motion:
21% faster
service conversations, year over year
25% fewer
calls into the contact center
20%
of franchisee inquiries resolved automatically
5% lift
in Wyndham Rewards enrollment
Business decisions are human decisions.
Wyndham needed a solution, sure. But what made them sign was that they saw themselves in our story. This is where I found my voice as a facilitator.