How would you define the success of Sonder's mobile app for guest check-in and property access?

Introduction

Defining the success of Sonder's mobile app for guest check-in and property access is crucial for optimizing the guest experience and operational efficiency. To approach this product success metrics problem effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders.

Step 1

Product Context

Sonder's mobile app for guest check-in and property access is a digital solution designed to streamline the arrival process for guests staying at Sonder properties. The app allows guests to bypass traditional front desk check-in, providing a seamless, contactless experience.

Key stakeholders include:

1. Guests: Seeking convenience and a frictionless check-in experience
2. Sonder Operations Team: Aiming to reduce workload and improve efficiency
3. Property Owners: Interested in guest satisfaction and property security
4. Sonder Management: Focused on cost reduction and competitive advantage

User flow:

1. Download app and create account
2. Receive booking confirmation with check-in instructions
3. On arrival day, use app to verify identity and access digital key
4. Use digital key to enter property and begin stay

The app aligns with Sonder's broader strategy of leveraging technology to provide a modern, efficient hospitality experience. Compared to competitors like Airbnb and traditional hotels, Sonder's app offers a more integrated, branded experience specific to their properties.

Product Lifecycle Stage: Growth - The app is likely past initial launch but still evolving with new features and expanding user base.