What metrics would you use to evaluate InterContinental Hotels Group's mobile check-in feature?

Introduction

Evaluating InterContinental Hotels Group's mobile check-in feature requires a comprehensive approach to product success metrics. To address this challenge 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

InterContinental Hotels Group's (IHG) mobile check-in feature is a digital solution that allows guests to check into their hotel rooms using their smartphones. This feature is part of IHG's broader digital transformation strategy, aiming to enhance guest experience and operational efficiency.

Key stakeholders include:

• Guests: Seeking convenience and time-saving options
• Hotel staff: Looking to streamline operations and improve guest satisfaction
• IHG management: Aiming to increase brand loyalty and reduce operational costs

User flow:

1. Guests download the IHG app and log in to their account
2. They select their upcoming reservation and choose the mobile check-in option
3. Guests provide necessary information and preferences
4. Upon arrival, guests can bypass the front desk and go directly to their room, using their phone as a digital key

This feature aligns with IHG's strategy to differentiate through technology and personalized experiences. Compared to competitors like Marriott and Hilton, IHG's mobile check-in aims to be more user-friendly and integrated with other app features.

Product Lifecycle Stage: The mobile check-in feature is in the growth stage, with increasing adoption rates and ongoing refinements based on user feedback and technological advancements.