Tommy
Project Overview:
Bentomy Hospitality Product Development Executive
Type: Ux/ product design
roles:
- Human-Centered Product Designer: Applied design principles to create products that enhance guest comfort, accessibility, and satisfaction in resort and hotel settings, focusing on inclusive and user-friendly solutions.
- End-to-End Product Research Lead: Conducted qualitative and quantitative research through on-site visits, contextual inquiries, and field studies, observing guests and staff to identify needs, accessibility challenges, and workflow inefficiencies, translating findings into innovative product designs for improved usability and quality.
- Competitive Product Analyst: Performed market analysis to spot gaps and competitor weaknesses, using user interviews, usability testing, and iterative prototyping to inform product positioning and development strategies. Product Usability Validator: Crafted test scripts, recruited participants, executed moderated and unmoderated usability tests, analyzed data, and prioritized design refinements to ensure products meet user needs and deliver optimal experiences.
Duration:10 weeks Role: Product Designer/UX research, interaction design, prototyping, testing
Target Audience:
Primary Users: Hotel and resort procurement managers and hospitality staff responsible for sourcing and managing supplies. They prioritize cost-efficiency, quality assurance, and alignment with guest expectations.
Secondary Users: Hotel guests, including families, business travelers, and eco-conscious individuals, who seek comfort, sustainability, and modern amenities during stays.
Stakeholders: Bentommy’s internal team and external partners (hotels, suppliers) focused on sustainable growth and market expansion.
Background
I initially started with a passion for creating handmade accessories for women and men. To bring this idea to life, I opened a small shop in a well-located area where I could display my products and interact directly with customers. These daily interactions became an unexpected source of insight.
My goal:
- Increased Guest Satisfaction Scores: Quantifiable improvements in guest reviews related to in-room comfort and amenities.
- Reduced Operational Costs: Highlight the long-term savings from the durability of your products, leading to less frequent replacements and potentially reduced laundry cycles for certain items.
- Enhanced Brand Perception: Positive impact on online reputation and the ability to command higher room rates or attract a more discerning clientele.
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Business Goals
As a supplier of premium hotel and resort products, our goal is to help hospitality businesses elevate the guest experience while improving operational efficiency and profitability. We aim to:
- Increase order completion by 20% by creating a seamless and efficient purchasing experience for hotel procurement teams.
- Increase average order value by showcasing complementary products and curated collections that meet hospitality needs.
- Reduce support tickets by making product information, ordering, and checkout processes clear and intuitive.
In addition, we strive to deliver long-term value to our customers through:
- Increased guest satisfaction scores by providing high-quality products that enhance in-room comfort, luxury, and overall guest experience.
- Reduced operational costs through durable, long-lasting products that require fewer replacements and lower maintenance expenses.
- Enhanced brand perception by helping hotels and resorts create premium guest experiences that lead to stronger reviews, increased loyalty, and a more competitive market position.
User Goals
Hotel owners, purchasing managers, and hospitality professionals need an efficient and reliable buying experience. Their goals include:
- Faster ordering so they can quickly source products and manage procurement more efficiently.
- Easier product navigation to easily find the right hotel and resort products for their specific requirements.
- Simpler checkout with a streamlined purchasing process that minimizes effort and reduces errors.
Problem Discovery
While speaking with customers, many shared stories about their personal lives and travel experiences. Over time, a recurring theme emerged especially among women around dissatisfaction with hotel and resort stays. Guests frequently mentioned poor-quality materials in essential, personal-use items such as towels, linens, and basic in-room amenities.
These conversations revealed a gap between guest expectations and the actual experience delivered by many hospitality providers.
Research & Insights
Motivated to better understand this gap, I conducted qualitative research, including in-depth interviews with:
Hotel and resort managers
Hospitality staff
Hotel and resort guests
Solution & Outcome
These findings guided the evolution of Bentommy from a handmade accessories brand into a supplier of high-quality hotel and resort products. The product ecosystem now includes serving trays, housekeeping carts, bath amenities, bed linens, slippers, decorative cushions, and guest-room toiletries—all designed with a user-centered mindset and aligned with real hospitality needs.
Impact
By grounding product decisions in user research and real guest feedback, Bentommy addresses critical experience gaps in the hospitality industry, transforming everyday hotel items into touchpoints of comfort, quality, and trust.
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Ux design process
Problem Statements:
Users Problem Statements:
- Inconsistent Product Quality: Some Hotels and resorts often provide low-quality essentials such as towels, slippers, and napkins, resulting in guest discomfort and dissatisfaction that undermines the overall stay experience.
- Mismatch with Guest Expectations: Many guests seek modern and advanced bathroom equipment to match the value of their investment, but the absence of such amenities in some hotels and resorts lowers overall satisfaction and comfort, creating a gap between expectations and reality.
- Impact on Bookings and Repeat Visits: Dissatisfying experiences from low-quality supplies and outdated amenities deter potential guests from booking in the first place and discourage repeat visits, as word of mouth and online reviews amplify perceptions of poor value, ultimately reducing revenue and customer loyalty.
Availability and Accessibility: Running out of essentials like toiletries or slippers during a stay creates inconvenience, forcing guests to request replacements and interrupting their relaxation.
managers Problem Statement:
- Sourcing Inconsistent or Low-Quality Supplies: Managers struggle with suppliers who deliver variable quality, leading to frequent replacements and guest complaints. For example, cheap bath amenities might irritate skin or break easily, increasing operational costs and damaging brand reputation.
Inventory Management and Stockouts: Tracking and replenishing items like linens, slippers, and toiletries is complex, especially during peak seasons. Stockouts can disrupt housekeeping efficiency, causing delays in room turnovers and lost revenue from unavailable rooms.
Maintenance and Durability Issues: High-traffic items such as housekeeping carts and serving trays wear out quickly in busy resorts, requiring costly repairs or replacements. Poor durability leads to safety hazards, like unstable carts tipping over.
Maximize Profitability and ROI: Achieve cost-effective sourcing of durable products like high-quality linens and housekeeping carts to reduce replacement expenses by 20-30%, boosting net margins without compromising guest experience.
Customization and Branding Challenges: Standard products don’t always align with the resort’s aesthetic or theme, making it hard to create a cohesive guest experience. For instance, generic cushions or linens may not match luxury branding, reducing perceived value.
Supplier Reliability and Lead Times: Delays in deliveries from unreliable suppliers can halt operations, particularly for essentials like bed linens during renovations or expansions.
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