😃 Project Overview

Hexys Hotel Front Desk Management System: A fully cloud-based architecture designed for near-zero training. It's user-friendly, fully process-driven, minimizes human errors, and offers interactive features for guest engagement. Ideal for mid-tier hotels, bed and breakfasts, apartments, and clubhouses.

This project is an in-depth understanding of the new normal of remote work, the challenges, and the opportunity space to create a better work home balance. We aim to understand how people minimize the likelihood of time constraints, create flexibility in their schedule to complete the tasks for the day/week. We use the jobs to be done framework.

UX Designer

Product designer

Illustration & Brand

Creative & Tech

B2B Software

👩🏻 My Role

My task was to shaped the user experience for the HEXYS series, a comprehensive digital platform for mid-sized hotels. I crafted intuitive interfaces, integrated feedback from hotel partners, and collaborated with cross-functional teams. My role ensured the platform met the unique needs of hotels, offering customization features and staying updated with the latest design trends.

👥 Team structure

As a UX designer in a tight-knit team, I collaborated with a product designer, UI designer, web developer, and marketing manager. I primarily liaised with the product manager and occasionally consulted with the managing director to align our UX goals with company objectives.

🤞Outcome

▪ Achieved a 20% increase in user retention and a 15% reduction in user drop-offs.
▪ Reduced back-and-forth communication by 40%, ensuring smoother project executions.
▪ Enhanced brand recognition and consistency by 30% across all user touch points.
▪ Improved design effectiveness by 25% based on data-driven insights.

Problem Definition 😨

• Industry Evolution: The hospitality industry is rapidly changing, with increasing demands from guests and operational challenges.

• Operational Challenges: Many mid-sized hotels and guesthouses struggle with fragmented management systems.

• Efficiency Concerns: These fragmented systems lead to operational inefficiencies and increased errors.

• Guest Experience: There's a lack of personalized guest services, affecting overall guest satisfaction.

• Need for Unified Platform: A pressing requirement exists for a comprehensive platform that's both cost-effective and easy to adopt, aiming to address the above challenges.

Competitive analysis is a key aspect when in the beginning stages of an SEO campaign.

Far too often, I see organizations skip this important step and get right into keyword mapping, optimizing content, or link building. Capitalize on low hanging fruit to identify a ballpark value added activity to beta test. Override the digital divide with additional clickthroughs from DevOps.

What happens when people CAN’T focus?

⭐️ Workers say they get distracted while on the job, with 16 being constantly distracted.
⭐️ Not focusing can lead to procrastination which can lead to burnout - resulting in a vicious cycle.
⭐️ Makes it difficult to start a task that scares you

💻 The Approach

12 Interviews
With hotel managers and staff familiar with standard hotel platforms.
50 Needs Statements
That outline what is important to people while working from home.
4 Co-Creation Sessions
To dig further into this problem.
10 User Testing Sessions
To test drive some possible solutions.
150 Survey Respondents
Conducted a multiple-choice survey among 150 hotel managers and staff using understand their primary concerns ‍

Design Review

What works

Hypothesis 1

The platform's interface is intuitive, allowing hotel staff to quickly adapt and efficiently manage tasks.

Hypothesis 2

Comprehensive suite of tools ensures that all major hotel management needs are addressed in one unified system.

Hypothesis 3

Visual design and animations enhance user engagement, making interactions more enjoyable for both staff and guests.

Hypothesis 4

The platform's focus on mid-sized hotels, apartments, and guesthouses gives it a unique edge over generic hotel management systems.

Hypothesis 5

User feedback integration ensures that the platform evolves based on real-world needs and challenges.

What could be improved

Hypothesis 6

More detailed onboarding tutorials might be needed to further reduce the learning curve for hotel staff.

Hypothesis 7

Integration with more third-party tools and systems could enhance the platform's versatility.

Hypothesis 8

The mobile butler service interface might benefit from more personalization options based on guest preferences.

Hypothesis 9

Real-time data syncing across different modules of the platform could be optimized for speed.

Hypothesis 10

Feedback collection mechanisms could be made more prominent to encourage more users to provide insights.

Phase 2 | Focused Exploration

🧐 Research

Our team worked with the marketing team to survey our stakeholders as part of our primary research, questioning how communication took place at their business and trying to understand the issues they encountered regularly.

User Interview

We coordinated 12 sessions via Tencent meeting with hotel managers and staff familiar with standard hotel platforms. The objective was to discern their motivations for choosing such platforms. The feedback was insightful: 9 out of 12 praised the platform's all-encompassing toolset and its efficiency in streamlining operations. The other 3 emphasized its intuitive design and the advantage of real-time data synchronization.

Survey

We conducted a multiple-choice survey among 150 hotel managers and staff using WJX Surveys to understand their primary concerns and desired improvements for hotel management platforms:
‍
Onboarding Tutorials:52.3% felt that more detailed onboarding tutorials would help in understanding the platform better. (Supports Hypothesis 6)
‍
Third-party Integrations:48.7% expressed a need for more integrations with third-party tools to enhance the platform's capabilities. (Supports Hypothesis 7)
‍
Mobile Butler Service Personalization:45.4% believed that the mobile butle r service could benefit from more personalization options. (Supports Hypothesis 8)

HMW Statement

HMW design a comprehensive and intuitive HEXYS platform that streamlines hotel operations, enhances guest experiences, and integrates seamlessly with third-party tools, addressing the evolving demands of the hospitality industry?

Milestone

M1: Enhance Platform Efficiency

M1.1. Addressed usability challenges, ensuring a smoother user experience.

M1.2. Integrated Landing for work order management and explore for mobile butler services.

M1.3. Additionally, we're excited about a new feature that will elevate the guest experience.

M2: Foster Unified Operations

M2.1. Allow integration of third-party tools for holistic hotel management.

M2.2. Enable real-time data syncing across the platform.

M2.3. Introduce feedback collection mechanisms within the system.

M2.4. Enhance personalization options for guests.

M2.5. New feature related to staff training

M3: Personalized Experiences

M3.1. Utilize data analytics to offer tailored guest services.

M3.2. Implement AI-driven recommendations for hotel staff.

M3.3. Optimize mobile butler service based on guest preferences.
M3.4. New feature related to guest feedback.
M3.5. New feature related to hotel promotions.

🗂️ Information ArchitecturalI

Fidelity Concepts

Competitive analysis is a key aspect when in the beginning stages of an SEO campaign. Far too often, I see organizations skip this important step and get right into keyword mapping, optimizing content, or link building.

1. Lоw Fidelity

We split up to create our own low-fidelity concepts to generate as many unique ideas as possible and disregarded.

02. Medium Fidelity

Be at the top of google page search by its powerful and incredible Search Engine Optimization technique

03. High Fidelity

Know about your company level in market with a perfect & precise market monitoring the system which is deal with social media strategy.

📌 Design Goal

Real-Time Data Synchronization

Implement a system for immediate updates on room statuses and guest information, addressing the operational need for up-to-the-minute accuracy in hotel management.

Comprehensive Booking Integration

Develop a unified booking management system that consolidates various booking channels, a feature desired by hotel managers for streamlined reservation handling.

Rapid Response to Guest Requests

Integrate a responsive system for logging and tracking guest requests, ensuring prompt service and aligning with the goal of enhanced guest satisfaction.

Automated Reporting and Analytics

Equip the front desk with tools for automated reporting on key performance indicators, a necessity for data-driven management and operational efficiency.

💡Design Solution

Hotel staff can synchronize data in real-time across different modules

Solution: Empower hotel staff by introducing a feature that allows real-time data synchronization across various modules of the HEXYS platform. This ensures that all departments, from the front desk to housekeeping, have access to up-to-date information instantly.

Desired outcome: Enhanced operational efficiency, reduced errors due to outdated information, and improved guest satisfaction.

Real-time status room

Revamping the room status display with a card-style visual approach significantly enhances clarity and efficiency for hotel staff.

➤ Quick recognition of room bookings and statuses.

➤ Visually appealing, reduces cognitive load.

➤ Customizable views for various department needs.