Since its establishment in 2018, Digital Airport Hotel (JakPod Hotel) has decided to rebrand as PassGo Hotel, focusing on transforming the overall customer experience. The goal is to offer complete booking and access convenience through a single app, eliminating the need for a physical access card to control capsule room features like doors, entertainment, and lockers.

App development and user experience: It is crucial for customer satisfaction to develop and design a user-friendly app that is intuitive and easy to navigate seamlessly for booking, payment, access control, and other features.

Integration with existing systems: Ensuring smooth integration of the app with existing IoT systems and hardware (locks, electrics, etc.) is challenging due to the limitations of the implementation documentation and hardware compatibility information.

Customer adoption: It can be challenging to encourage customers to adopt the app and switch from traditional methods. Adequate customer support during the transition is essential to address issues and concerns.

User-centric design: We’ve meticulously designed the app to prioritize more on the core functions such as booking, staying, and checking out. We’ve removed unnecessary complexities to create a seamless and effortless user experience. By thoroughly analyzing established travel apps, we’ve adopted best practices in reservation flow to enhance the overall customer journey. This approach ensures a seamless and intuitive experience for our users.

Modular control center: We want to make sure that every design solution we’ve built is built for scale. Therefore, we create a modular design approach that could perform as the replacement of physical cards, knobs, or buttons to give a more natural capsule experience that functions seamlessly as a companion both inside or outside the capsule room.

Rewards program: Offering users incentives to encourage customers to switch to the app and ensuring a seamless user experience is crucial. Therefore, the hotel has offered app usage incentives with a rewards program. And provide customer support through an in-app dedicated helpline.

Recognizing the importance of conveying the brand’s trustworthiness and commitment to customer satisfaction, we’ve incorporated a visually engaging interface that exuded professionalism and instilled hospitality. The intuitive and simplified user journey empowered users to book and manage their reservations effortlessly, positioning the app as a reliable staycation companion.