Alex Milroy
Architecting seamless digital User Experience ecosystems
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Virtuoso is a global luxury travel network with over 2,200 preferred hotels, tour operators, cruise lines, and on-site destination experts. Travel advisors use the Virtuoso platform to research and book itineraries for high-value clients, but the platform lacked live pricing, instead relying on cached data that would provide our advisrors with outdated and inaccurate pricing and availability data.
To solve this, I led the design of a reusable Map View component that would allow users to visually explore hotels, tours, and cruise itineraries on an interactive map. This feature not only solved a major user pain point but also aligned with a core business strategy: increase platform stickiness, reduce research churn, and keep trip planning inside Virtuoso’s ecosystem.
Map View increased research efficiency and reduced the need for external tools, helping keep advisors inside the Virtuoso platform. It became the foundation for a visual search framework adopted by other teams and is now part of Virtuoso’s long-term product strategy to move toward spatial trip design.
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Many of Esper’s customers operated mixed device fleets, using Esper to manage their Android devices while relying on separate Mobile Device Management (MDM) tools to manage their iOS devices. This fragmented approach created significant challenges for IT teams:
Operational complexity – Teams had to switch between platforms and workflows to complete even simple tasks.
Inconsistent governance – Policies and configurations varied across tools, leading to security and compliance gaps.
Higher costs – Maintaining multiple MDM vendors increased licensing spend, training overhead, and support complexity.
Limited visibility – Fleet-wide insights were difficult to achieve when data was split across multiple platforms.
Customers clearly expressed a need for a single platform that could unify Android and iOS device management. Adding iOS support to Esper would both simplify cross-platform fleet operations and enable customers to centrally manage devices, apps, policies, and updates—all within one cohesive system.
As a result, I Delivered a scalable cross-platform solution that Integrated iOS devices without redesigning the platform, creating patterns that could support Android, iOS, Windows, Linux, and future device ecosystems.
Drove clarity across complex system design by translating Apple’s technical MDM requirements into clear user experiences for enterprise IT admins.
Accelerated impact with modular UX by designing reusable components that minimized engineering effort focused on usability.
Introduced future-state improvements by proposing a unified app deployment model that reshaped roadmap conversations and aligned with long-term product strategy.
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Through research and field observation, we uncovered two major friction points during guest departure:
Guests queued at the front desk for receipts or late checkout requests.
Hotel teams lacked real-time visibility into when rooms were vacated, delaying housekeeping and arriving guests room assignments.
The goal was clear: make digital checkout effortless for guests while improving operational efficiency for hotel staff.
As a result, a simple streamlined check-out feature empowered guests to self service information useful to them, and purchase late check-out's with a lot less friction then before, leading to increased revenues. This system improved guest checkout completion by 32%. It also boosted late checkout purchases by 18% overall.
Hotel teams gained valuable insights into their live room inventory as guests checked out, allowing them greater leadtime and flexibility to assign rooms to arriving guests more easily.
Finally, it met a previous goal of reducing congestion at the front desk with a 40% reduction in guest visits to the front desk, which supported a sister project of reducing guest wait times at the front desk.
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Caesars Entertainment runs some of the largest hotels in the world—properties where thousands of rooms turn over daily. Check-in lines could take hours, souring the first moments of a guest’s vacation. Our team was brought in with a clear goal: reinvent the hotel arrival process so guests could skip the line entirely.
We designed and launched a mobile Express Check-In experience within the Caesars Rewards app, letting guests confirm their stay, manage details, and pick up keys at a kiosk or go straight to their room with a digital key.
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