This is EVA

Overview

In January 2016, we began this project in partnership with Porto Bay Hotels & Resorts, a Madeira-based hotel group with 12 four and five-star properties across Portugal and Brazil. Our clients asked us to tackle the unique challenge of guest engagement on hotel properties:how can Porto Bay better understand guest needs and subsequently improve their experience?

After exploring the problem space, our team established a goal: empower Porto Bay staff to be proactive in creating personalized experiences for each individual guest during their stay. Through extensive research and ideation, we arrived at a unique design solution that we believe will help redefine the Porto Bay experience.That solution is Eva, a conversational agent and personal concierge that connects guests to resources and learns over time.

Watch Eva in action

Introducing Eva

Your Personal Concierge. Eva is a conversational agent that connects hotel guests to resources and learns over time. Guests interact with Eva using messaging or in-room voice and television platforms.

Voice Design

Eva’s custom exterior is made of finished walnut wood, giving her an unobtrusive yet friendly physical appearance that blends with her surroundings.

Light Interactions

LED lights located under the inner rim illuminate the top surface to show Eva’s current state, indicating that she is listening, processing, speaking, or on standby.

Touch Controls

Controls on the outer rim of the device allow guests to easily adjust or mute Eva’s microphone.

Physical Presence

Eva’s custom exterior is made of finished walnut wood, giving her an unobtrusive yet friendly physical appearance that blends with her surroundings.

Pattern Recognition

Based on guests’ spending history, Eva can be proactive in providing personalized service: in this case, it’s offering to make a dinner reservation at the hotel restaurant.

Pre-trip Messaging

Eva uses Facebook Messenger (and other platforms) to chat with guests prior to their arrival.

TV Integration

The in-room television works in tandem with Eva’s voice platform, displaying information and visuals relevant to guests’ request.

Meet the Team

Tiffany Wang

Design Lead

Ryan Huber

Project Manager

Rachel Ng

Interaction Design Lead

Abdi Mussé

Development Lead