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How to strike a balance between frictionless experience and high value content for the guest

An essay analysing how guests can get their desired content and a frictionless experience.

In this article we share insights about the challenges of implementing solutions with great content value without adding friction to the guest experience. Nonius’ product management team has been studying integration scenarios that clients present to Nonius and in this White paper we summarize their findings.

We will present our view on:

  • how we classify the integration scenarios in terms of friction;
  • how guests value the content available in each scenario.

The diagram below characterizes what Nonius calls the “Guest Experience Quadrant”, which is shaped by the feedback from our client base and our internal resources. As opinions in the large hospitality community can vary on how things should be classified and prioritized in terms of the guest experience, we welcome any feedback you may have (please send it to [email protected]).

This chart summarizes the results of our study and how friction and content value varies with the type of integration that it is used. Note that all integration scenarios are supported by Nonius, can coexist and are actually in production in our clients. The scenarios cover from mature integration scenarios to the more recent integrations using Chromecast, privileging the guest’s own content.

So, let’s describe each one of these integration scenarios and for each inform you on the rationale we used to classify them in terms of content value and friction and this way explains to you why they get their position in the quadrant above.

1. Chromecast Wi-Fi Portal & PMS pairing

In this scenario, pairing between the guest device and Chromecast is done by the Wi-Fi Portal. There is no added friction to have the casting functionality, assuming that the guest Wi-Fi already uses Room# and Last Name authentication.

The guest’s device MAC addresses are collected at the time of the Wi-Fi login, and the guest does not have to do anything else. It is completely seamless… the guest just clicks on the casting button and that’s it. The casting button can be seen in this image:

Note that there is no need to have an IPTV system installed. The site just needs sufficient Wi-Fi coverage and a network appliance (a Cast Controller) that is able to control and “tunnel” the traffic between the user device and the Chromecast in the room. The content corresponds to the guest’s own choice for apps like Netflix, Youtube, Spotify, etc or guest produced content like Google Photos. This is the content that guests use at home and that they actually value to the point that they pay for the subscription of such content.

2. Chromecast QR Code pairing

The pairing between the guest device and Chromecast is done using a QR-Code pairing. The guest shall use its mobile device to read the QR-Code that is shown on TV.

Friction is higher than in scenario 1. This scenario is used when it is not possible to collect the MAC addresses from the Wi-Fi portal and there is an IPTV system available to display the QR Codes. The QR Codes can also be printed and handed over to the guest but that requires extra staff time to support the solution and we do not consider that option for this study. The value of the content is the same as in scenario 1.

3. Chromecast URL // pairing

Pairing between guest device and Chromecast is done by typing a link URL (e.g. http://cast/abcd) in the browser.

This is equivalent to the QR-code scenario but resolves the problem of the user not having a QR-Code reader or not being able to operate the reader. Friction is higher than scenarios 1 and 2 because typing URLs in a mobile phone browser is far from being frictionless.

Note that the URL contains a code (in the example “abcd”) that is a hash code of the room number and guarantees that the guest will not pair to a neighboring room. The value of the content is the same as in 1 and 2.

4. Chromecast Built-in

In this scenario, the guest must login directly on the TV apps before it has access to the casting (e.g. Netflix). Friction is high and the client may even fear for security when filling in credentials on TV. We are not classifying the friction even higher because this scenario allows the guest to control the TV using an ordinary IR remote control, an option that is not available on 1, 2 and 3. The value of the content is lower than when using Chromecast because the Smart Hotel TVs have fewer apps available than the apps that can be available on guest devices.

5. TV Native Apps

In this scenario, the guests must log in directly on the TV apps using IR remote control. Most of the guests will like the idea that they can still use an IR remote. The remote is great for basic navigation but not to type credentials on a TV app. No one wants the friction added by typing a password on a hotel room TV.

So, Friction is high and the guest may even be concerned about security when entering user credentials on TV. With a comprehensive integration with PMS the credentials can be kept during the stay of the guest but that is not bulletproof so, most system integrators do a cleanup of credentials every 24h just to be safe. Some of the Apps can also be controlled by the mobile device e.g. the YouTube app on the phone can control the YouTube app on TV after a pairing with a code. After pairing the TV apps, the TV behaves similarly to a chromecast receiver.

Note: In this study, when we mention apps, we are essentially talking about music and video apps, with paid content or content that guests subscribe to (Netflix, Spotify, YouTube, etc.).

6. Bluetooth Audio sync

In this scenario, Pairing is done using a pin. Like in your car audio system! Friction is not high and people are used to this method of pairing. The content is the guest’s own content (e.g Spotify). It only covers for audio (music, audiobooks, podcasts, etc.) but, the great thing is that it is universal! Any device and any source of music will work fine.

We recommend this option to always be made available independently of others.

7. VoD/PPV

Typical VoD on IPTV has very low friction. Guest just needs to make a few clicks on the TV remote control to watch a movie. The issue is that the movie library is often good in quality but not that vast. Though, the real limitation is that it is not the content that the client subscribes to. We actually recommend that if there is an IPTV system in place this should be available as it costs nothing for the hotel to have VoD or Pay Per View linear TV and, it can coexist with any of the other options.

Which one to deploy?

Now you saw all these options, you may wonder: can we combine scenarios? Which one to select?

Vendors have products to build most of these scenarios (in case of Nonius all of them). The decision to implement a specific scenario should only be put in the case of existing restrictions in the infrastructure.

It was based on such restrictions that vendors make available several options to integrate casting solution and that can also work along with other more conventional solutions to deliver content to the guest (linear TV or VoD).

We can help you decide which combination is right for your budget and for your infrastructure.

The core product to build a casting solution

To be able to offer all the options that we were demanded from our clients, Nonius developed software that is able to do that and it is delivered with our WGS20K appliance.

The Cast Controller provides:

  • Tunneling of traffic from Guest Wi-Fi VLAN to Chromecast Wi-Fi VLAN. Does not require advanced Network features like dynamic VLANs. Can use only one SSID for all chromecast dongles to simplify network and setup;
  • Flexible Pairing mechanisms. Makes it possible for hotels without IPTV and without Smart Hotel TVs to provide Casting for their guests;
  • Device Management (Chromecast dongles and Guest devices);
  • Cast API, with any Internet Management (GIA) existing vendor;
  • Integrates with Dashboard for Monitoring, Tamper detection, Reporting and ROI Analysis.

Please contact us to know more about this paper. We will be glad to answer all your questions and hear your feedback!

How to strike a balance between frictionless experience and high value content for the guest

An essay analysing how guests can get their desired content and a frictionless experience.

In this article we share insights about the challenges of implementing solutions with great content value without adding friction to the guest experience. Nonius’ product management team has been studying integration scenarios that clients present to Nonius and in this White paper we summarize their findings.

We will present our view on:

  • how we classify the integration scenarios in terms of friction;
  • how guests value the content available in each scenario.

The diagram below characterizes what Nonius calls the “Guest Experience Quadrant”, which is shaped by the feedback from our client base and our internal resources. As opinions in the large hospitality community can vary on how things should be classified and prioritized in terms of the guest experience, we welcome any feedback you may have (please send it to [email protected]).

This chart summarizes the results of our study and how friction and content value varies with the type of integration that it is used. Note that all integration scenarios are supported by Nonius, can coexist and are actually in production in our clients. The scenarios cover from mature integration scenarios to the more recent integrations using Chromecast, privileging the guest’s own content.

So, let’s describe each one of these integration scenarios and for each inform you on the rationale we used to classify them in terms of content value and friction and this way explains to you why they get their position in the quadrant above.

1. Chromecast Wi-Fi Portal & PMS pairing

In this scenario, pairing between the guest device and Chromecast is done by the Wi-Fi Portal. There is no added friction to have the casting functionality, assuming that the guest Wi-Fi already uses Room# and Last Name authentication.

The guest’s device MAC addresses are collected at the time of the Wi-Fi login, and the guest does not have to do anything else. It is completely seamless… the guest just clicks on the casting button and that’s it. The casting button can be seen in this image:

Note that there is no need to have an IPTV system installed. The site just needs sufficient Wi-Fi coverage and a network appliance (a Cast Controller) that is able to control and “tunnel” the traffic between the user device and the Chromecast in the room. The content corresponds to the guest’s own choice for apps like Netflix, Youtube, Spotify, etc or guest produced content like Google Photos. This is the content that guests use at home and that they actually value to the point that they pay for the subscription of such content.

2. Chromecast QR Code pairing

The pairing between the guest device and Chromecast is done using a QR-Code pairing. The guest shall use its mobile device to read the QR-Code that is shown on TV.

Friction is higher than in scenario 1. This scenario is used when it is not possible to collect the MAC addresses from the Wi-Fi portal and there is an IPTV system available to display the QR Codes. The QR Codes can also be printed and handed over to the guest but that requires extra staff time to support the solution and we do not consider that option for this study. The value of the content is the same as in scenario 1.

3. Chromecast URL // pairing

Pairing between guest device and Chromecast is done by typing a link URL (e.g. http://cast/abcd) in the browser.

This is equivalent to the QR-code scenario but resolves the problem of the user not having a QR-Code reader or not being able to operate the reader. Friction is higher than scenarios 1 and 2 because typing URLs in a mobile phone browser is far from being frictionless.

Note that the URL contains a code (in the example “abcd”) that is a hash code of the room number and guarantees that the guest will not pair to a neighboring room. The value of the content is the same as in 1 and 2.

4. Chromecast Built-in

In this scenario, the guest must login directly on the TV apps before it has access to the casting (e.g. Netflix). Friction is high and the client may even fear for security when filling in credentials on TV. We are not classifying the friction even higher because this scenario allows the guest to control the TV using an ordinary IR remote control, an option that is not available on 1, 2 and 3. The value of the content is lower than when using Chromecast because the Smart Hotel TVs have fewer apps available than the apps that can be available on guest devices.

5. TV Native Apps

In this scenario, the guests must log in directly on the TV apps using IR remote control. Most of the guests will like the idea that they can still use an IR remote. The remote is great for basic navigation but not to type credentials on a TV app. No one wants the friction added by typing a password on a hotel room TV.

So, Friction is high and the guest may even be concerned about security when entering user credentials on TV. With a comprehensive integration with PMS the credentials can be kept during the stay of the guest but that is not bulletproof so, most system integrators do a cleanup of credentials every 24h just to be safe. Some of the Apps can also be controlled by the mobile device e.g. the YouTube app on the phone can control the YouTube app on TV after a pairing with a code. After pairing the TV apps, the TV behaves similarly to a chromecast receiver.

Note: In this study, when we mention apps, we are essentially talking about music and video apps, with paid content or content that guests subscribe to (Netflix, Spotify, YouTube, etc.).

6. Bluetooth Audio sync

In this scenario, Pairing is done using a pin. Like in your car audio system! Friction is not high and people are used to this method of pairing. The content is the guest’s own content (e.g Spotify). It only covers for audio (music, audiobooks, podcasts, etc.) but, the great thing is that it is universal! Any device and any source of music will work fine.

We recommend this option to always be made available independently of others.

7. VoD/PPV

Typical VoD on IPTV has very low friction. Guest just needs to make a few clicks on the TV remote control to watch a movie. The issue is that the movie library is often good in quality but not that vast. Though, the real limitation is that it is not the content that the client subscribes to. We actually recommend that if there is an IPTV system in place this should be available as it costs nothing for the hotel to have VoD or Pay Per View linear TV and, it can coexist with any of the other options.

Which one to deploy?

Now you saw all these options, you may wonder: can we combine scenarios? Which one to select?

Vendors have products to build most of these scenarios (in case of Nonius all of them). The decision to implement a specific scenario should only be put in the case of existing restrictions in the infrastructure.

It was based on such restrictions that vendors make available several options to integrate casting solution and that can also work along with other more conventional solutions to deliver content to the guest (linear TV or VoD).

We can help you decide which combination is right for your budget and for your infrastructure.

The core product to build a casting solution

To be able to offer all the options that we were demanded from our clients, Nonius developed software that is able to do that and it is delivered with our WGS20K appliance.

The Cast Controller provides:

  • Tunneling of traffic from Guest Wi-Fi VLAN to Chromecast Wi-Fi VLAN. Does not require advanced Network features like dynamic VLANs. Can use only one SSID for all chromecast dongles to simplify network and setup;
  • Flexible Pairing mechanisms. Makes it possible for hotels without IPTV and without Smart Hotel TVs to provide Casting for their guests;
  • Device Management (Chromecast dongles and Guest devices);
  • Cast API, with any Internet Management (GIA) existing vendor;
  • Integrates with Dashboard for Monitoring, Tamper detection, Reporting and ROI Analysis.

Please contact us to know more about this paper. We will be glad to answer all your questions and hear your feedback!

How to strike a balance between frictionless experience and high value content for the guest

An essay analysing how guests can get their desired content and a frictionless experience.

In this article we share insights about the challenges of implementing solutions with great content value without adding friction to the guest experience. Nonius’ product management team has been studying integration scenarios that clients present to Nonius and in this White paper we summarize their findings.

We will present our view on:

  • how we classify the integration scenarios in terms of friction;
  • how guests value the content available in each scenario.

The diagram below characterizes what Nonius calls the “Guest Experience Quadrant”, which is shaped by the feedback from our client base and our internal resources. As opinions in the large hospitality community can vary on how things should be classified and prioritized in terms of the guest experience, we welcome any feedback you may have (please send it to [email protected]).

This chart summarizes the results of our study and how friction and content value varies with the type of integration that it is used. Note that all integration scenarios are supported by Nonius, can coexist and are actually in production in our clients. The scenarios cover from mature integration scenarios to the more recent integrations using Chromecast, privileging the guest’s own content.

So, let’s describe each one of these integration scenarios and for each inform you on the rationale we used to classify them in terms of content value and friction and this way explains to you why they get their position in the quadrant above.

1. Chromecast Wi-Fi Portal & PMS pairing

In this scenario, pairing between the guest device and Chromecast is done by the Wi-Fi Portal. There is no added friction to have the casting functionality, assuming that the guest Wi-Fi already uses Room# and Last Name authentication.

The guest’s device MAC addresses are collected at the time of the Wi-Fi login, and the guest does not have to do anything else. It is completely seamless… the guest just clicks on the casting button and that’s it. The casting button can be seen in this image:

Note that there is no need to have an IPTV system installed. The site just needs sufficient Wi-Fi coverage and a network appliance (a Cast Controller) that is able to control and “tunnel” the traffic between the user device and the Chromecast in the room. The content corresponds to the guest’s own choice for apps like Netflix, Youtube, Spotify, etc or guest produced content like Google Photos. This is the content that guests use at home and that they actually value to the point that they pay for the subscription of such content.

2. Chromecast QR Code pairing

The pairing between the guest device and Chromecast is done using a QR-Code pairing. The guest shall use its mobile device to read the QR-Code that is shown on TV.

Friction is higher than in scenario 1. This scenario is used when it is not possible to collect the MAC addresses from the Wi-Fi portal and there is an IPTV system available to display the QR Codes. The QR Codes can also be printed and handed over to the guest but that requires extra staff time to support the solution and we do not consider that option for this study. The value of the content is the same as in scenario 1.

3. Chromecast URL // pairing

Pairing between guest device and Chromecast is done by typing a link URL (e.g. http://cast/abcd) in the browser.

This is equivalent to the QR-code scenario but resolves the problem of the user not having a QR-Code reader or not being able to operate the reader. Friction is higher than scenarios 1 and 2 because typing URLs in a mobile phone browser is far from being frictionless.

Note that the URL contains a code (in the example “abcd”) that is a hash code of the room number and guarantees that the guest will not pair to a neighboring room. The value of the content is the same as in 1 and 2.

4. Chromecast Built-in

In this scenario, the guest must login directly on the TV apps before it has access to the casting (e.g. Netflix). Friction is high and the client may even fear for security when filling in credentials on TV. We are not classifying the friction even higher because this scenario allows the guest to control the TV using an ordinary IR remote control, an option that is not available on 1, 2 and 3. The value of the content is lower than when using Chromecast because the Smart Hotel TVs have fewer apps available than the apps that can be available on guest devices.

5. TV Native Apps

In this scenario, the guests must log in directly on the TV apps using IR remote control. Most of the guests will like the idea that they can still use an IR remote. The remote is great for basic navigation but not to type credentials on a TV app. No one wants the friction added by typing a password on a hotel room TV.

So, Friction is high and the guest may even be concerned about security when entering user credentials on TV. With a comprehensive integration with PMS the credentials can be kept during the stay of the guest but that is not bulletproof so, most system integrators do a cleanup of credentials every 24h just to be safe. Some of the Apps can also be controlled by the mobile device e.g. the YouTube app on the phone can control the YouTube app on TV after a pairing with a code. After pairing the TV apps, the TV behaves similarly to a chromecast receiver.

Note: In this study, when we mention apps, we are essentially talking about music and video apps, with paid content or content that guests subscribe to (Netflix, Spotify, YouTube, etc.).

6. Bluetooth Audio sync

In this scenario, Pairing is done using a pin. Like in your car audio system! Friction is not high and people are used to this method of pairing. The content is the guest’s own content (e.g Spotify). It only covers for audio (music, audiobooks, podcasts, etc.) but, the great thing is that it is universal! Any device and any source of music will work fine.

We recommend this option to always be made available independently of others.

7. VoD/PPV

Typical VoD on IPTV has very low friction. Guest just needs to make a few clicks on the TV remote control to watch a movie. The issue is that the movie library is often good in quality but not that vast. Though, the real limitation is that it is not the content that the client subscribes to. We actually recommend that if there is an IPTV system in place this should be available as it costs nothing for the hotel to have VoD or Pay Per View linear TV and, it can coexist with any of the other options.

Which one to deploy?

Now you saw all these options, you may wonder: can we combine scenarios? Which one to select?

Vendors have products to build most of these scenarios (in case of Nonius all of them). The decision to implement a specific scenario should only be put in the case of existing restrictions in the infrastructure.

It was based on such restrictions that vendors make available several options to integrate casting solution and that can also work along with other more conventional solutions to deliver content to the guest (linear TV or VoD).

We can help you decide which combination is right for your budget and for your infrastructure.

The core product to build a casting solution

To be able to offer all the options that we were demanded from our clients, Nonius developed software that is able to do that and it is delivered with our WGS20K appliance.

The Cast Controller provides:

  • Tunneling of traffic from Guest Wi-Fi VLAN to Chromecast Wi-Fi VLAN. Does not require advanced Network features like dynamic VLANs. Can use only one SSID for all chromecast dongles to simplify network and setup;
  • Flexible Pairing mechanisms. Makes it possible for hotels without IPTV and without Smart Hotel TVs to provide Casting for their guests;
  • Device Management (Chromecast dongles and Guest devices);
  • Cast API, with any Internet Management (GIA) existing vendor;
  • Integrates with Dashboard for Monitoring, Tamper detection, Reporting and ROI Analysis.

Please contact us to know more about this paper. We will be glad to answer all your questions and hear your feedback!

How to strike a balance between frictionless experience and high value content for the guest

An essay analysing how guests can get their desired content and a frictionless experience.

In this article we share insights about the challenges of implementing solutions with great content value without adding friction to the guest experience. Nonius’ product management team has been studying integration scenarios that clients present to Nonius and in this White paper we summarize their findings.

We will present our view on:

  • how we classify the integration scenarios in terms of friction;
  • how guests value the content available in each scenario.

The diagram below characterizes what Nonius calls the “Guest Experience Quadrant”, which is shaped by the feedback from our client base and our internal resources. As opinions in the large hospitality community can vary on how things should be classified and prioritized in terms of the guest experience, we welcome any feedback you may have (please send it to [email protected]).

This chart summarizes the results of our study and how friction and content value varies with the type of integration that it is used. Note that all integration scenarios are supported by Nonius, can coexist and are actually in production in our clients. The scenarios cover from mature integration scenarios to the more recent integrations using Chromecast, privileging the guest’s own content.

So, let’s describe each one of these integration scenarios and for each inform you on the rationale we used to classify them in terms of content value and friction and this way explains to you why they get their position in the quadrant above.

1. Chromecast Wi-Fi Portal & PMS pairing

In this scenario, pairing between the guest device and Chromecast is done by the Wi-Fi Portal. There is no added friction to have the casting functionality, assuming that the guest Wi-Fi already uses Room# and Last Name authentication.

The guest’s device MAC addresses are collected at the time of the Wi-Fi login, and the guest does not have to do anything else. It is completely seamless… the guest just clicks on the casting button and that’s it. The casting button can be seen in this image:

Note that there is no need to have an IPTV system installed. The site just needs sufficient Wi-Fi coverage and a network appliance (a Cast Controller) that is able to control and “tunnel” the traffic between the user device and the Chromecast in the room. The content corresponds to the guest’s own choice for apps like Netflix, Youtube, Spotify, etc or guest produced content like Google Photos. This is the content that guests use at home and that they actually value to the point that they pay for the subscription of such content.

2. Chromecast QR Code pairing

The pairing between the guest device and Chromecast is done using a QR-Code pairing. The guest shall use its mobile device to read the QR-Code that is shown on TV.

Friction is higher than in scenario 1. This scenario is used when it is not possible to collect the MAC addresses from the Wi-Fi portal and there is an IPTV system available to display the QR Codes. The QR Codes can also be printed and handed over to the guest but that requires extra staff time to support the solution and we do not consider that option for this study. The value of the content is the same as in scenario 1.

3. Chromecast URL // pairing

Pairing between guest device and Chromecast is done by typing a link URL (e.g. http://cast/abcd) in the browser.

This is equivalent to the QR-code scenario but resolves the problem of the user not having a QR-Code reader or not being able to operate the reader. Friction is higher than scenarios 1 and 2 because typing URLs in a mobile phone browser is far from being frictionless.

Note that the URL contains a code (in the example “abcd”) that is a hash code of the room number and guarantees that the guest will not pair to a neighboring room. The value of the content is the same as in 1 and 2.

4. Chromecast Built-in

In this scenario, the guest must login directly on the TV apps before it has access to the casting (e.g. Netflix). Friction is high and the client may even fear for security when filling in credentials on TV. We are not classifying the friction even higher because this scenario allows the guest to control the TV using an ordinary IR remote control, an option that is not available on 1, 2 and 3. The value of the content is lower than when using Chromecast because the Smart Hotel TVs have fewer apps available than the apps that can be available on guest devices.

5. TV Native Apps

In this scenario, the guests must log in directly on the TV apps using IR remote control. Most of the guests will like the idea that they can still use an IR remote. The remote is great for basic navigation but not to type credentials on a TV app. No one wants the friction added by typing a password on a hotel room TV.

So, Friction is high and the guest may even be concerned about security when entering user credentials on TV. With a comprehensive integration with PMS the credentials can be kept during the stay of the guest but that is not bulletproof so, most system integrators do a cleanup of credentials every 24h just to be safe. Some of the Apps can also be controlled by the mobile device e.g. the YouTube app on the phone can control the YouTube app on TV after a pairing with a code. After pairing the TV apps, the TV behaves similarly to a chromecast receiver.

Note: In this study, when we mention apps, we are essentially talking about music and video apps, with paid content or content that guests subscribe to (Netflix, Spotify, YouTube, etc.).

6. Bluetooth Audio sync

In this scenario, Pairing is done using a pin. Like in your car audio system! Friction is not high and people are used to this method of pairing. The content is the guest’s own content (e.g Spotify). It only covers for audio (music, audiobooks, podcasts, etc.) but, the great thing is that it is universal! Any device and any source of music will work fine.

We recommend this option to always be made available independently of others.

7. VoD/PPV

Typical VoD on IPTV has very low friction. Guest just needs to make a few clicks on the TV remote control to watch a movie. The issue is that the movie library is often good in quality but not that vast. Though, the real limitation is that it is not the content that the client subscribes to. We actually recommend that if there is an IPTV system in place this should be available as it costs nothing for the hotel to have VoD or Pay Per View linear TV and, it can coexist with any of the other options.

Which one to deploy?

Now you saw all these options, you may wonder: can we combine scenarios? Which one to select?

Vendors have products to build most of these scenarios (in case of Nonius all of them). The decision to implement a specific scenario should only be put in the case of existing restrictions in the infrastructure.

It was based on such restrictions that vendors make available several options to integrate casting solution and that can also work along with other more conventional solutions to deliver content to the guest (linear TV or VoD).

We can help you decide which combination is right for your budget and for your infrastructure.

The core product to build a casting solution

To be able to offer all the options that we were demanded from our clients, Nonius developed software that is able to do that and it is delivered with our WGS20K appliance.

The Cast Controller provides:

  • Tunneling of traffic from Guest Wi-Fi VLAN to Chromecast Wi-Fi VLAN. Does not require advanced Network features like dynamic VLANs. Can use only one SSID for all chromecast dongles to simplify network and setup;
  • Flexible Pairing mechanisms. Makes it possible for hotels without IPTV and without Smart Hotel TVs to provide Casting for their guests;
  • Device Management (Chromecast dongles and Guest devices);
  • Cast API, with any Internet Management (GIA) existing vendor;
  • Integrates with Dashboard for Monitoring, Tamper detection, Reporting and ROI Analysis.

Please contact us to know more about this paper. We will be glad to answer all your questions and hear your feedback!

Cómo lograr un equilibrio entre experiencia sin puntos de fricción y el contenido de alto valor para el huésped.

Un ensayo sobre cómo el huésped puede obtener el contenido que desea y una experiencia sin puntos de fricción.

En este artículo compartimos nuestro conocimiento sobre los desafíos de la implementación de soluciones con un alto valor de contenido sin añadir puntos de fricción a la experiencia del huésped. El equipo de Gestión de Productos de Nonius ha estudiado varios escenarios de integración presentados por los clientes, los cuales resumimos en este documento, detallando a continuación nuestras conclusiones.

Vamos a presentar:

  • Cómo clasificamos los escenarios de integración en relación con la fricción;
  • Como los huéspedes valoran el contenido disponible en cada escenario.

El diagrama de abajo caracteriza lo que Nonius denomina el «Cuadrante de la Experiencia del Huésped», que se basa en los comentarios de nuestra base de clientes y nuestros recursos internos. Como las opiniones en la comunidad de hospitality pueden variar en cuanto en cómo se deben clasificar y priorizar las cosas en términos de la experiencia del huésped, agradecemos cualquier comentario que pueda tener (envíelo a [email protected]).

Este cuadro resume los resultados de nuestro estudio y cómo la fricción y el valor del contenido varían con el tipo de integración que se utiliza. Tenga en cuenta que todos los escenarios de integración son puestos a disposición por Nonius, pueden coexistir y están actualmente en producción en nuestros clientes. Los escenarios abarcan desde escenarios de integración maduros hasta integraciones más recientes con Chromecast, priorizando el contenido del huésped.

Entonces, describamos cada uno de estos escenarios de integración y para cada uno de ellos, le informamos sobre la razón que utilizamos para clasificarlos en términos de valor de contenido y fricción, de esta manera le explicamos por qué obtienen su posición en el cuadrante anterior.

1. Emparejamiento Chromecast por Portal Wi-Fi y PMS

En este escenario, el emparejamiento entre el dispositivo del huésped y el Chromecast se realiza mediante el Portal de Wi-Fi. No hay puntos de fricción adicional para tener la funcionalidad de casting, suponiendo que el Wi-Fi del huésped ya utiliza la autenticación por número de habitación y apellido.

La dirección MAC del dispositivo del huésped se almacena simultáneamente al inicio de sesión al Wi-Fi y el huésped no tiene que hacer nada más. El proceso es muy simple… El huésped sólo tiene que hacer clic en el botón de casting, que se puede ver en esta imagen:

No hay necesidad de tener un sistema IPTV instalado. La ubicación sólo necesita una cobertura Wi-Fi suficiente y un dispositivo de red (el Cast Controller) que puede controlar y “canalizar” el tráfico entre los dispositivos de los huéspedes y el Chromecast en la habitación. El contenido es la propia elección del huésped, aplicaciones como Netflix, YouTube, Spotify, etc o contenido producido por él mismo como en Google Photos. Este es el contenido que los huéspedes quieren en casa y que realmente valoran, hasta el punto que pagan por su suscripción.

2. Emparejamiento Chromecast por código QR

El emparejamiento entre el dispositivo de huésped y el Chromecast, se hace utilizando el código QR. El usuario debe utilizar su dispositivo móvil para leer el código QR que se muestra en el televisor.

La fricción es mayor que en el escenario 1. Este escenario se usa cuando no es posible recopilar las direcciones MAC del portal de Wi-Fi y hay un sistema de IPTV disponible para mostrar los códigos QR. Los códigos QR también pueden imprimirse y entregarse al huésped, pero eso requiere más tiempo del staff para respaldar la solución y no consideramos esa opción para este estudio. El valor del contenido es el mismo que en el escenario 1.

3. Emparejamiento Chromecast por URL

El emparejamiento entre el dispositivo del huésped y el Chromecast se realiza escribiendo un link URL en el browser (por ejemplo, http://cast/abcd).

Esto es equivalente al escenario de código QR, pero resuelve el problema de que el usuario no tenga un lector de código QR o no pueda operar el lector. La fricción generada es mayor que en los escenarios 1 y 2 porque escribir las URL en el navegador de un teléfono móvil está lejos de ser una experiencia sin puntos de fricción.

Tenga en cuenta que la URL contiene un código (en el ejemplo «abcd») que es un código hash del número de habitación y garantiza que el invitado no se emparejará con una habitación vecina. Lo valor de lo contenido es lo mismo que en 1 y 2.

4. Chromecast incorporado

El huésped debe iniciar sesión directamente en las aplicaciones de TV antes de que tenga acceso al casting (por ejemplo, Netflix). La fricción es alta y el cliente puede incluso temer por la seguridad al insertar las credenciales en la televisión. No clasificamos la fricción aún más alto porque esta integración todavía permite al huésped controlar el televisor con un control remoto normal, opción que no está disponible en 1,2 y 3. El valor del contenido es menor que cuando se usa Chromecast porque las Smart TV de hotelería tienen menos aplicaciones disponibles que las que pueden estar disponibles en los dispositivos invitados.

5. Apps nativas de TV

Los invitados deben iniciar sesión directamente en las aplicaciones de TV con el control remoto. A la mayoría de los invitados les gustará la idea de que aún pueden usar un control remoto. El control remoto es ideal para la navegación básica, pero no para escribir credenciales en una aplicación de TV. Nadie quiere que se agregue puntos de fricción al escribir una contraseña en el televisor de una habitación de hotel.

Por lo tanto, la fricción es alta y el huésped incluso puede estar preocupado por la seguridad de sus datos al ingresar las credenciales de usuario en la TV. Con integración con PMS, las credenciales se pueden mantener durante la estancia del huésped, pero eso no es infalible, por lo que la mayoría de los integradores de sistemas realizan una limpieza de credenciales cada 24 horas como prevención. Algunas de las aplicaciones también pueden ser controladas por el dispositivo móvil, por ejemplo, la aplicación de YouTube en el teléfono puede controlar la aplicación de YouTube en la TV después de vincularse con un código. Después del emparejamiento, las aplicaciones de TV se comportan de manera similar al receptor Chromecast.

Nota: En este estudio, cuando mencionamos aplicaciones, básicamente estamos hablando de aplicaciones de música y video, con contenido pagado o suscrito por los huéspedes (Netflix, Spotify, YouTube, etc.).

6. Sincronización Audio por Bluetooth

En este escenario, el emparejamiento se realiza mediante un pin, tal como en su sistema de audio del coche, la fricción no es alta y las personas están acostumbradas a este método de emparejamiento. El contenido es el del huésped (por ejemplo, Spotify). Solo cubre audio (música, audiolibros, podcasts, etc.) pero, ¡lo bueno es que es universal! Cualquier dispositivo y cualquier fuente de música funcionará bien.

Recomendamos que esta opción esté siempre disponible independientemente de los demás.

7. VoD/PPV

La VoD típica en IPTV tiene muy baja fricción. Sólo necesita unos pocos clics en el control remoto del televisor para ver una película. El problema es que la biblioteca de películas puede ser buena en calidad pero no tan vasta. La verdadera limitación es que no es el contenido al que se suscribe el cliente. En realidad, recomendamos que si hay un sistema de IPTV instalado, no le cueste nada al hotel tener Video-on-Demand o TV lineal Pay-per-View, ya que puede coexistir con cualquiera de las otras opciones.

¿Qué escenario implementar?

Ahora que viste todas estas opciones, puedes preguntarte: ¿Podemos combinar escenarios? ¿Cuál seleccionar?
Los proveedores tienen productos para construir la mayoría de estos escenarios (en el caso de Nonius, todos ellos).
La decisión de implementar un escenario específico solo debe ponerse en el caso de las restricciones existentes en la infraestructura.
Se basó en tales restricciones que los proveedores ponen a disposición varias opciones para integrar la solución de casting y que también puede funcionar junto con otras soluciones más convencionales para entregar contenido al huésped (TV lineal o VoD).
Podemos ayudarlo a decidir qué combinación es la adecuada para su presupuesto y para su infraestructura.

El producto principal para construir una solución de casting

Para poder ofrecer todas las opciones que se nos exigieron a nuestros clientes, Nonius ha desarrollado un software puede hacerlo y se entrega con nuestro dispositivo WGS20K.

El Cast Controller proporciona:

  • Tunneling del tráfico desde la VLAN Wi-Fi del huésped a lo Chromecast. No requiere funciones de red avanzadas como VLAN dinámicas. Puede usar solo un SSID para todos los dongles de Chromecast para simplificar la red y la configuración;
  • Mecanismos de emparejamiento flexibles. Posibilita que los hoteles sin IPTV o Smart TVs de hotelería ofrezcan casting a sus huéspedes;
  • Gestión de dispositivos (dispositivos Chromecast y de los huéspedes);
  • Cast API, con cualquier proveedor existente de Administración de Internet (GIA);
  • Se integra con el panel de control para Monitorización, Detección de Manipulación; Informes y Análisis de ROI.

Póngase en contacto con nosotros para obtener más información sobre este documento. ¡Estaremos encantados de responder a todas sus preguntas y escuchar sus comentarios!

How to strike a balance between frictionless experience and high value content for the guest

An essay analysing how guests can get their desired content and a frictionless experience.

In this article we share insights about the challenges of implementing solutions with great content value without adding friction to the guest experience. Nonius’ product management team has been studying integration scenarios that clients present to Nonius and in this White paper we summarize their findings.

We will present our view on:

  • how we classify the integration scenarios in terms of friction;
  • how guests value the content available in each scenario.

The diagram below characterizes what Nonius calls the “Guest Experience Quadrant”, which is shaped by the feedback from our client base and our internal resources. As opinions in the large hospitality community can vary on how things should be classified and prioritized in terms of the guest experience, we welcome any feedback you may have (please send it to [email protected]).

This chart summarizes the results of our study and how friction and content value varies with the type of integration that it is used. Note that all integration scenarios are supported by Nonius, can coexist and are actually in production in our clients. The scenarios cover from mature integration scenarios to the more recent integrations using Chromecast, privileging the guest’s own content.

So, let’s describe each one of these integration scenarios and for each inform you on the rationale we used to classify them in terms of content value and friction and this way explains to you why they get their position in the quadrant above.

1. Chromecast Wi-Fi Portal & PMS pairing

In this scenario, pairing between the guest device and Chromecast is done by the Wi-Fi Portal. There is no added friction to have the casting functionality, assuming that the guest Wi-Fi already uses Room# and Last Name authentication.

The guest’s device MAC addresses are collected at the time of the Wi-Fi login, and the guest does not have to do anything else. It is completely seamless… the guest just clicks on the casting button and that’s it. The casting button can be seen in this image:

Note that there is no need to have an IPTV system installed. The site just needs sufficient Wi-Fi coverage and a network appliance (a Cast Controller) that is able to control and “tunnel” the traffic between the user device and the Chromecast in the room. The content corresponds to the guest’s own choice for apps like Netflix, Youtube, Spotify, etc or guest produced content like Google Photos. This is the content that guests use at home and that they actually value to the point that they pay for the subscription of such content.

2. Chromecast QR Code pairing

The pairing between the guest device and Chromecast is done using a QR-Code pairing. The guest shall use its mobile device to read the QR-Code that is shown on TV.

Friction is higher than in scenario 1. This scenario is used when it is not possible to collect the MAC addresses from the Wi-Fi portal and there is an IPTV system available to display the QR Codes. The QR Codes can also be printed and handed over to the guest but that requires extra staff time to support the solution and we do not consider that option for this study. The value of the content is the same as in scenario 1.

3. Chromecast URL // pairing

Pairing between guest device and Chromecast is done by typing a link URL (e.g. http://cast/abcd) in the browser.

This is equivalent to the QR-code scenario but resolves the problem of the user not having a QR-Code reader or not being able to operate the reader. Friction is higher than scenarios 1 and 2 because typing URLs in a mobile phone browser is far from being frictionless.

Note that the URL contains a code (in the example “abcd”) that is a hash code of the room number and guarantees that the guest will not pair to a neighboring room. The value of the content is the same as in 1 and 2.

4. Chromecast Built-in

In this scenario, the guest must login directly on the TV apps before it has access to the casting (e.g. Netflix). Friction is high and the client may even fear for security when filling in credentials on TV. We are not classifying the friction even higher because this scenario allows the guest to control the TV using an ordinary IR remote control, an option that is not available on 1, 2 and 3. The value of the content is lower than when using Chromecast because the Smart Hotel TVs have fewer apps available than the apps that can be available on guest devices.

5. TV Native Apps

In this scenario, the guests must log in directly on the TV apps using IR remote control. Most of the guests will like the idea that they can still use an IR remote. The remote is great for basic navigation but not to type credentials on a TV app. No one wants the friction added by typing a password on a hotel room TV.

So, Friction is high and the guest may even be concerned about security when entering user credentials on TV. With a comprehensive integration with PMS the credentials can be kept during the stay of the guest but that is not bulletproof so, most system integrators do a cleanup of credentials every 24h just to be safe. Some of the Apps can also be controlled by the mobile device e.g. the YouTube app on the phone can control the YouTube app on TV after a pairing with a code. After pairing the TV apps, the TV behaves similarly to a chromecast receiver.

Note: In this study, when we mention apps, we are essentially talking about music and video apps, with paid content or content that guests subscribe to (Netflix, Spotify, YouTube, etc.).

6. Bluetooth Audio sync

In this scenario, Pairing is done using a pin. Like in your car audio system! Friction is not high and people are used to this method of pairing. The content is the guest’s own content (e.g Spotify). It only covers for audio (music, audiobooks, podcasts, etc.) but, the great thing is that it is universal! Any device and any source of music will work fine.

We recommend this option to always be made available independently of others.

7. VoD/PPV

Typical VoD on IPTV has very low friction. Guest just needs to make a few clicks on the TV remote control to watch a movie. The issue is that the movie library is often good in quality but not that vast. Though, the real limitation is that it is not the content that the client subscribes to. We actually recommend that if there is an IPTV system in place this should be available as it costs nothing for the hotel to have VoD or Pay Per View linear TV and, it can coexist with any of the other options.

Which one to deploy?

Now you saw all these options, you may wonder: can we combine scenarios? Which one to select?

Vendors have products to build most of these scenarios (in case of Nonius all of them). The decision to implement a specific scenario should only be put in the case of existing restrictions in the infrastructure.

It was based on such restrictions that vendors make available several options to integrate casting solution and that can also work along with other more conventional solutions to deliver content to the guest (linear TV or VoD).

We can help you decide which combination is right for your budget and for your infrastructure.

The core product to build a casting solution

To be able to offer all the options that we were demanded from our clients, Nonius developed software that is able to do that and it is delivered with our WGS20K appliance.

The Cast Controller provides:

  • Tunneling of traffic from Guest Wi-Fi VLAN to Chromecast Wi-Fi VLAN. Does not require advanced Network features like dynamic VLANs. Can use only one SSID for all chromecast dongles to simplify network and setup;
  • Flexible Pairing mechanisms. Makes it possible for hotels without IPTV and without Smart Hotel TVs to provide Casting for their guests;
  • Device Management (Chromecast dongles and Guest devices);
  • Cast API, with any Internet Management (GIA) existing vendor;
  • Integrates with Dashboard for Monitoring, Tamper detection, Reporting and ROI Analysis.

Please contact us to know more about this paper. We will be glad to answer all your questions and hear your feedback!

How to strike a balance between frictionless experience and high value content for the guest

An essay analysing how guests can get their desired content and a frictionless experience.

In this article we share insights about the challenges of implementing solutions with great content value without adding friction to the guest experience. Nonius’ product management team has been studying integration scenarios that clients present to Nonius and in this White paper we summarize their findings.

We will present our view on:

  • how we classify the integration scenarios in terms of friction;
  • how guests value the content available in each scenario.

The diagram below characterizes what Nonius calls the “Guest Experience Quadrant”, which is shaped by the feedback from our client base and our internal resources. As opinions in the large hospitality community can vary on how things should be classified and prioritized in terms of the guest experience, we welcome any feedback you may have (please send it to [email protected]).

This chart summarizes the results of our study and how friction and content value varies with the type of integration that it is used. Note that all integration scenarios are supported by Nonius, can coexist and are actually in production in our clients. The scenarios cover from mature integration scenarios to the more recent integrations using Chromecast, privileging the guest’s own content.

So, let’s describe each one of these integration scenarios and for each inform you on the rationale we used to classify them in terms of content value and friction and this way explains to you why they get their position in the quadrant above.

1. Chromecast Wi-Fi Portal & PMS pairing

In this scenario, pairing between the guest device and Chromecast is done by the Wi-Fi Portal. There is no added friction to have the casting functionality, assuming that the guest Wi-Fi already uses Room# and Last Name authentication.

The guest’s device MAC addresses are collected at the time of the Wi-Fi login, and the guest does not have to do anything else. It is completely seamless… the guest just clicks on the casting button and that’s it. The casting button can be seen in this image:

Note that there is no need to have an IPTV system installed. The site just needs sufficient Wi-Fi coverage and a network appliance (a Cast Controller) that is able to control and “tunnel” the traffic between the user device and the Chromecast in the room. The content corresponds to the guest’s own choice for apps like Netflix, Youtube, Spotify, etc or guest produced content like Google Photos. This is the content that guests use at home and that they actually value to the point that they pay for the subscription of such content.

2. Chromecast QR Code pairing

The pairing between the guest device and Chromecast is done using a QR-Code pairing. The guest shall use its mobile device to read the QR-Code that is shown on TV.

Friction is higher than in scenario 1. This scenario is used when it is not possible to collect the MAC addresses from the Wi-Fi portal and there is an IPTV system available to display the QR Codes. The QR Codes can also be printed and handed over to the guest but that requires extra staff time to support the solution and we do not consider that option for this study. The value of the content is the same as in scenario 1.

3. Chromecast URL // pairing

Pairing between guest device and Chromecast is done by typing a link URL (e.g. http://cast/abcd) in the browser.

This is equivalent to the QR-code scenario but resolves the problem of the user not having a QR-Code reader or not being able to operate the reader. Friction is higher than scenarios 1 and 2 because typing URLs in a mobile phone browser is far from being frictionless.

Note that the URL contains a code (in the example “abcd”) that is a hash code of the room number and guarantees that the guest will not pair to a neighboring room. The value of the content is the same as in 1 and 2.

4. Chromecast Built-in

In this scenario, the guest must login directly on the TV apps before it has access to the casting (e.g. Netflix). Friction is high and the client may even fear for security when filling in credentials on TV. We are not classifying the friction even higher because this scenario allows the guest to control the TV using an ordinary IR remote control, an option that is not available on 1, 2 and 3. The value of the content is lower than when using Chromecast because the Smart Hotel TVs have fewer apps available than the apps that can be available on guest devices.

5. TV Native Apps

In this scenario, the guests must log in directly on the TV apps using IR remote control. Most of the guests will like the idea that they can still use an IR remote. The remote is great for basic navigation but not to type credentials on a TV app. No one wants the friction added by typing a password on a hotel room TV.

So, Friction is high and the guest may even be concerned about security when entering user credentials on TV. With a comprehensive integration with PMS the credentials can be kept during the stay of the guest but that is not bulletproof so, most system integrators do a cleanup of credentials every 24h just to be safe. Some of the Apps can also be controlled by the mobile device e.g. the YouTube app on the phone can control the YouTube app on TV after a pairing with a code. After pairing the TV apps, the TV behaves similarly to a chromecast receiver.

Note: In this study, when we mention apps, we are essentially talking about music and video apps, with paid content or content that guests subscribe to (Netflix, Spotify, YouTube, etc.).

6. Bluetooth Audio sync

In this scenario, Pairing is done using a pin. Like in your car audio system! Friction is not high and people are used to this method of pairing. The content is the guest’s own content (e.g Spotify). It only covers for audio (music, audiobooks, podcasts, etc.) but, the great thing is that it is universal! Any device and any source of music will work fine.

We recommend this option to always be made available independently of others.

7. VoD/PPV

Typical VoD on IPTV has very low friction. Guest just needs to make a few clicks on the TV remote control to watch a movie. The issue is that the movie library is often good in quality but not that vast. Though, the real limitation is that it is not the content that the client subscribes to. We actually recommend that if there is an IPTV system in place this should be available as it costs nothing for the hotel to have VoD or Pay Per View linear TV and, it can coexist with any of the other options.

Which one to deploy?

Now you saw all these options, you may wonder: can we combine scenarios? Which one to select?

Vendors have products to build most of these scenarios (in case of Nonius all of them). The decision to implement a specific scenario should only be put in the case of existing restrictions in the infrastructure.

It was based on such restrictions that vendors make available several options to integrate casting solution and that can also work along with other more conventional solutions to deliver content to the guest (linear TV or VoD).

We can help you decide which combination is right for your budget and for your infrastructure.

The core product to build a casting solution

To be able to offer all the options that we were demanded from our clients, Nonius developed software that is able to do that and it is delivered with our WGS20K appliance.

The Cast Controller provides:

  • Tunneling of traffic from Guest Wi-Fi VLAN to Chromecast Wi-Fi VLAN. Does not require advanced Network features like dynamic VLANs. Can use only one SSID for all chromecast dongles to simplify network and setup;
  • Flexible Pairing mechanisms. Makes it possible for hotels without IPTV and without Smart Hotel TVs to provide Casting for their guests;
  • Device Management (Chromecast dongles and Guest devices);
  • Cast API, with any Internet Management (GIA) existing vendor;
  • Integrates with Dashboard for Monitoring, Tamper detection, Reporting and ROI Analysis.

Please contact us to know more about this paper. We will be glad to answer all your questions and hear your feedback!