Hotel Communications Network (HCN) is updating the in-room hotel experience with an interactive tablet called the HCN Navigator. It combines all the essential room devices: phone, TV remote, clock/radio, and smart room controls into a single interface then adds a suite of powerful features.

30% Increase in hotel revenue

5% labor cost reduction

85% guests use the HCN tablet

In 2019, HCN had a solid product with limited adoption. But, they had huge ambitions spanning AI, personalization, room controls and rich integrations to redefine the hotel guest experience for iconic brands like Hilton, Fairmont, Ritz Carlon and Hyatt.

The service design and user experience had to be overhauled to achieve the quality and standards required for luxury hoteliers to fully embrace the HCN Navigator. We called the 2.0 project, Leapfrog.

Fast forward 4 years from the first 2.0 prototype and HCN is now a leader in hotel in-room tablets, with integrations across many major hotel properties.

This success didn’t happen by chance. We followed an adapted version of Google Design Sprints, testing and refining nearly every feature via advanced prototypes given to focus groups, hoteliers, and hotel guests. After hundreds of iterations, the product has improved session time, conversion rates and revenue while continuing to impress hotels.

A great UX is only as good as the data that feeds it.

HCN tackles this challenge with a support team that streamlines setup and automation. It also integrates with the APIs and software hoteliers already rely on.

You can see a glimpse of one of the dozens of battle-tested admin interfaces designed for tablets to make managing HCN Navigator tablets effortless for busy hotel staff.

Many of the coolest cutting-edge features for HCN remain confidential but some new ones include planning and booking features that "push" from the in-room tablet to the guest’s smartphone, as well as the recently unveiled AI Concierge.

We leveraged advanced prototyping and continuous iteration not just for better UX, but to help HCN secure additional funding, onboard new hotels, unlock new revenue streams, and improve ROI for hoteliers. A real win-win-win.

Keep an eye out for an HCN Navigator dock on your next hotel stay!