Hotel Quality Assurance Platform
UI WORK
Project Overview
One of the world’s leading hotel management companies, recruited our team to produce a POC redesign of an internal system they call BOSS. This internal tool’s purpose is to give hotel auditors a place to document their findings to ensure hotel quality standards. This would include brand standards, hotel cleanliness, furnishing quality, amenity availability, and staff friendliness.
Hotel managers, franchise owners, or asset managers would then be able to keep track of their hotel performance and help on-site hotel managers improve the quality of the hotel.
Originally conceived as an internal tool with limited resources and lacking a dedicated designer, the platform faced underutilization. Recognizing the growing demand for an enhanced system to document hotel performance, an overhaul was deemed a necessary investment.
The tool was built under the CRM Salesforce builder so our main objective was to redesign the tool with the modern Lightening Design System provided by Salesforce then build a couple pages to prove we could replicate the mockups.
Responsabilities
Acting as Visual UX/UI Designer
- Worked alongside the principal designer to collaborate on workload and vision.
- Study and implement design system components and frameworks.
- Create features audit of visible features within the existing platform.
- Iterate mockups as discoveries or feedback sessions change perspective.
- Prototype final solutions to hand off to engineers.
- Partner with engineers for QA of implemented design specs.
Objectives
- Utilize the Salesforce Lightening Design System in a redesign
- Redesign and restructure the app based on of screenshots and video tutorials (with no access to the live tool).
- Make it modern, more intuitive, and easy for auditors and on-site managers to use on an iPad.
Timeline
- 2 weeks to create a working prototype
- 1 week to develop 3 main screens
Results & Outcomes
Major Iterations
Screens Designed
Coded Demo Screens
Existing Platform
The existing platform was built within their internal Salesforce CRM and needed to stay that way. The code base was using an old version that wasn’t modern looking with lots of custom modules made by different developers overtime that didn’t match other parts of the tool.
The tool wasn’t often described as clunky, repetitive, difficult to navigate, and confusing to use.
Iterative Approach
Quite often with this project, we would discover new details or levels of content that we needed to iterate on. We were diligent in keeping all versions just in case we ever needed to revisit an iteration.
Dashboard
The new dashboard empowers franchise owners, asset portfolio managers, and property managers with real-time insights tailored to their hotels.
Franchise owners benefit from strategic decision-making and brand compliance, ensuring the integrity of their brand across the portfolio. Asset portfolio managers optimize resource allocation through efficient data-driven decision-making and performance benchmarking. Property managers focus on targeted improvement strategies, with real-time monitoring facilitating timely interventions for ongoing quality standards compliance.
Property Summary
We aimed to elevate the property management experience with the comprehensive Property Details Dashboard. Users can access to high-level performance metrics, property-specific details, historical performance trends, and QA scores to make informed decisions.
We even took it further by innovating AI metrics to benchmark properties against each other and provide valuable insights to optimize hotel performance to help visualize where improvements need to be made.
Property Improvement Plans
Property Improvement Plan (PIP) is a strategic roadmap outlining necessary enhancements and upgrades for a hotel property. PIPs are typically initiated by franchisors or brand owners to ensure that a hotel aligns with the established brand image, quality standards, and guest experience expectations.
These plans encompass a range of improvements, such as renovations, facility upgrades, and technology enhancements, aimed at elevating the overall quality and consistency of the hotel property. Effectively implementing a PIP is crucial for hotels to maintain brand integrity, meet industry standards, and provide an optimal experience for guests.
Action Items & Waivers
Hotel Managers experience a streamlined process for addressing non-compliant issues with the integrated system. When auditors generate Property Improvement Plans (PIPs), action items are automatically assigned to property managers or directors for resolution.
The system ensures a transparent and efficient workflow, allowing property managers the flexibility to provide refutations or exemptions when necessary. This feature empowers hotel teams to efficiently manage compliance, fostering a smoother and more collaborative process for achieving and maintaining brand and quality standards.
Results & Outcomes
While we didn’t secure the contract in this highly competitive POC pitch, our commitment to excellence and the creation of a meticulously crafted interface showcases our dedication to delivering high-quality solutions. We remain dedicated to pushing the boundaries of innovation and look forward to new opportunities to demonstrate our expertise and commitment to impactful design.