Mandarin Oriental
Hotel Group

Industry
Travel and Hospitality
Luxury

Technology
Sitecore

Team
My Role: Creative Director

Design Team: Matt Zaszewski, Rene Tan, Ketlin Garcia, Magda Aguirre, Nathan Hurt

Taking creative ownership of a digital experience that had been thoughtfully shaped over many years, my goal was to honor the brand's legacy while guiding its next phase of evolution. Working closely with cross-functional teams, I helped maintain a cohesive experience across the Mandarin Oriental ecosystem while continuing to advance the platform.

Together, our creative and data teams analyzed guest behavior, tracked user flows, and made iterative improvements to ensure the site remained dynamic, intuitive, and guest-focused. As the brand evolved introducing updated typography, color palettes, and visual styles we continuously refined the digital experience to reflect its changing identity. Through ongoing heatmap analysis, A/B testing, accessibility audits, and performance reviews, we focused on constantly improving, adapting, and elevating the experience, ensuring the website remained both elegant and effective while supporting the brand's long-term vision.

  • An image of Desktop Screens

    01 Desktop Screens

  • An image of Mobile Screens

    02 Mobile Screens

  • 03 PreArrival Screens

Always Evolving: Crafting New Experiences Across Every Touchpoint

The goal has been to continually expand and enhance the Mandarin Oriental digital experience, adding new functionality, content, and pages to support everything from major milestones like the Bangkok 150th anniversary to bespoke, property-specific events. The work includes gamifying an internal program to incentivize travel agents, evolving the Fan Club program into a multi-tiered system that delivers increasing levels of surprise and delight, and hinting at an exclusive, invite-only elite tier. With every update, we ensure Mandarin Oriental remains at the forefront of digital luxury, offering users a thoughtful, ever-evolving experience.

Bangkok 150th Anniversary

To celebrate Mandarin Oriental’s 150th anniversary, we designed a digital experience that brought its two-year storytelling journey to life. The site unfolds chapter by chapter, allowing guests to explore the hotel’s rich history, defining milestones, and curated experiences at their own pace. Through thoughtful storytelling and moments of discovery, we transformed the anniversary into an immersive journey that invites every visitor to take part in the celebration.

Maintaining Results year after year

Increase direct bookings online.
After the new site launched, we were able to meet and even exceed Mandarin Oriental’s goals for direct bookings.

Accelerate revenue growth.
The Group has seen a 62% year-on-year increase in revenue per booking.

Boost web traffic and engagement.
The site has seen year-on-year increases in new visits (41%), return visits (49%) and organic traffic (91%).

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