ONE PMS
OVERVIEW
ONE PMS is an application that enables the hotel/resort operators to do their daily tasks like booking reservations, check-in or check-out guest, housekeeping operations, night audit, and room utilization management.
ROLE
UX Manager
User Research, User Flow, Interaction design, Visual Design, Prototyping & Design Reviews, Design Estimations, Design Walkthrough to teams.
PLATFORM
DURATION
Desktop & Tablet
SEP 2023 - ONGOING
TEAM
7 (1 Manager, 1 Lead and 5 Junior Designer)
PROBLEM STATEMENT
Users' faces struggle due to unorganized input fields in the reservation flow leading to confusion and increasing the booking time of the reservation. User has to remember values chosen in the previous screens because to complete the reservation they have to navigate to multiple pop-ups.
DESIGN GOALS
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Complex navigation should be simplified and users should be able to find out easily.
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Reservation flow including package should be smooth and the user should be able to take quick actions from the booked reservation.
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Able to search reservation, guest, room from any screen.
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Room configurations, Housekeeping maintenance should be user-friendly which will enable the user to make quick changes based on the business operations.
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Department level dashboard to be implemented to show the real-time data.
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Night audit and automated reporting process should be simple to configure.
RESEARCH
Product Owner Discussions
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We connected with the product owner to understand the expectations of the redesign scope. The discussion gave more insights like the entire legacy PMS is going to be redesigned as a SaaS product in three phases.
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Through multiple meetings, we discussed different key things like
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Competitors of the product
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Users of the product
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Short and Long-term business goals
User Groups​
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The following are the user groups of the ShopPro,
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Hotel Front -Desk Operator
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Housekeeping Operators
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Reservation Back office Operators
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Resort Managers
REVIEW SITE RESEARCH ON PRODUCT
Research Findings​
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Items display page is not informative about the products.
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Not able to add commission to products from cart/items page.
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Items summary is not available to view all the list of products added.
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Single Items, Package items settings is complex and not user friendly.
Challenges​
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Complex availability screens to be designed intuitively.
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Room Assignment process to be designed on a single screen.
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Configuration/Settings pages to be simple.
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Enhancing the search mechanism.
ANALYSIS
Competitor Analysis​
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We have identified the key competitors of our product and conducted a competitor analysis.
Key areas in which we did the research are
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Features comparison
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Flows
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Navigation
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Layout
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Usability
Information Architecture​
The menus are based on the departments within the hotel or properties so we cannot disturb the top category so we did the closed card sorting and redefined the IA.
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DESIGN
Paper Sketches
Paper sketches will always give enough freedom to come up with multiple variations
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​Based on the user research, we have redesigned the reservation flow which is the complex and key flow of the PMS application​
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We have proposed an accordion approach for the designs, but after the initial testing the users were raising concerns about the page is having a huge scroll and that leads to navigating up and down to see any data.
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Then we have proposed a tab approach and with this the page scroll is limited and users find it easy to navigate also.
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Finally, the image attach left side was drafted out based on the feedback we received and we decided to proceed with the wireframes and visual designs based on this layout.
PROPOSED DESIGNS
(Limited screens attached due to policy)
RESULTS & OUTCOME
We have to provide more user flexibility options for the complex enterprise application to give more freedom to users, which in turn will increase the productivity of the employee and turn around time of the task completion is less.