Using personalisation to aid decision making for Conrad Algarve
I used research and personalisation to answer user needs in a way that reflected the hotel’s intuitive, personalised service.
The challenge
Conrad Algarve’s website was tired and dated with a complex structure and falling conversion rate. The research and data suggested users weren’t finding the content they needed for decision-making. Users felt that the site was not a true reflection of the luxurious, personalised guest experience.

The approach
I spent three days in the Algarve talking to stakeholders and customers, and familiarising myself with the resort and the highly personalised service. I led ideation sessions and created, tested and iterated wireframes and prototypes.
The solution
I co-designed the website with a focus on personalisation, allowing the user to tailor the experience to their needs. I created a unique “Choose a suite” experience based on my understanding of user needs.
