Making Hilton's Quality Fees and Incentives clear to the hotel owners they apply to
- Company
- Hilton
- Platform
- Web + mobile · SaaS
- Role
- Senior Product Designer
The problem
Hilton applies Quality Fees to properties that fail to maintain its brand standards, and Incentives to those that perform well. The structures behind both are complex. BOSS users and hotel owners had little visibility into which fees applied, how they were calculated and why, which led to manual reconciliation and support queries to corporate teams. Project Echo set out to make that information transparent in one web and mobile platform, with drill-down from fee types to calculations and rationale.
My role
Senior Product Designer. Led discovery, user flows, wireframes and interactive prototypes through to cross-functional sign-off.
Users
BOSS users and Hilton hotel owners.
Scope
Quality Fee and Incentive reporting with drill-down into fee types, calculations and rationale, on web and mobile, with role-based access.
Design approach grounded in my Interaction Design training at the National Institute of Design (NID).
How I worked
Discovery with the people who pay the fees
I led discovery workshops with BOSS users and hotel owners to understand where fee transparency broke down and which reports were missing.
Turned fee structures into user flows
I translated the Quality Fee and Incentive structures into user flows that people outside finance could follow.
Wireframed the drill-down
Low-fidelity wireframes simplified the path from fee types to calculations and the rationale behind each one.
Prototyped to align the teams
Through iterative feedback sessions with business and engineering stakeholders, I built interactive prototypes that clarified the data hierarchy, improved usability and secured cross-functional alignment.
What it changed
- Clearer transparency around Quality Fees and Incentives
- Less manual reconciliation and fewer support queries from hotel owners
- Stronger trust between corporate teams and property stakeholders, through clearer drill-down reporting
- A scalable, role-based architecture ready for advanced analytics, performance benchmarking and automated financial reporting
Let's build something people finish using.
I'm looking for senior and lead product design roles on complex enterprise and AI products. Based in Bengaluru, open to hybrid and remote.
nchayananda@gmail.com
Write to me