SPOG
A platform for a Front-Desk associates working in a Luxury Brand Hotel.
Frustrations of the Associates
Frustrations of the Associates
Searching multiple systems to find the right pieces of information delays solving a guests issues
Searching multiple systems to find the right pieces of information delays solving a guests issues
Doing complex workflows for routine tasks behind the desk hinders floating around to connect with guests
Doing complex workflows for routine tasks behind the desk hinders floating around to connect with guests
Extra time spent training new hires and loaned associates on each property's systems slows down routine guest interactions
Extra time spent training new hires and loaned associates on each property's systems slows down routine guest interactions
Asking guests to excuse the delays and problems caused by outdated systems dings the brand reputataion
Asking guests to excuse the delays and problems caused by outdated systems dings the brand reputataion
Incomplete or outdated data trails from previous shifts can lead to improper staffing and a bottleneck at the front desk
Incomplete or outdated data trails from previous shifts can lead to improper staffing and a bottleneck at the front desk
Top 10 tasks performed by Associates
Top 10 tasks performed by Associates
Review the property (key hotel statistics)
Review the property (key hotel statistics)
Guest reservation (with relevant info for guest/member recognition)
Guest reservation (with relevant info for guest/member recognition)
Check-in/Check-out
Check-in/Check-out
Handling Service requests from cross functional teams and the guests
Handling Service requests from cross functional teams and the guests
Incomplete or outdated data trails from previous shifts can lead to improper staffing and a bottleneck at the front desk
Incomplete or outdated data trails from previous shifts can lead to improper staffing and a bottleneck at the front desk
Print and email folios
Print and email folios
Take care of payments and authorization during Check-In and Check-Out
Take care of payments and authorization during Check-In and Check-Out
Trigger Membership enrollment
Trigger Membership enrollment
Share thorough knowledge of potential upsells and upgrades
Share thorough knowledge of potential upsells and upgrades
Visilibity into membership benefits
Visilibity into membership benefits
Meet our Star Associate - Bridget
Meet our Star Associate - Bridget
Meet our Dear member and Guest - Brian
Meet our Dear member and Guest - Brian
Empathy Mapping
Empathy Mapping
Some Demographic questions
Some Demographic questions
1. What is your age?
2. What is your gender? (Male, Female, Non-binary, Prefer not to say)
3. What is your current job title?
4. How long have you worked in the hospitality industry?
5. How long have you worked at your current hotel?
6. What is your level of comfort with using technology in your job?
7. Which systems or software do you currently use for front-desk operations?
8. Have you received formal training on the systems used at your hotel?
9. How would you rate the effectiveness of the training you received?
10. How many shifts do you typically work per week?
11. What is the average number of guests you interact with per shift?
12. Do you often work alone at the front desk, or is there usually a team present?
13. How would you rate the importance of guest interaction in your role?
14. Feedback and Improvement
15. Have you ever provided feedback about the systems used at your hotel?
16. What improvements would you suggest for the current front-desk systems?
Conclusion
These demographic questions can help gather valuable insights into the experiences and challenges faced by Front-Desk associates in luxury hotels. Understanding their backgrounds, comfort levels with technology, and perceptions of training can inform the development of a more effective single-pane platform that addresses their needs and enhances guest interactions.
1. What is your age?
2. What is your gender? (Male, Female, Non-binary, Prefer not to say)
3. What is your current job title?
4. How long have you worked in the hospitality industry?
5. How long have you worked at your current hotel?
6. What is your level of comfort with using technology in your job?
7. Which systems or software do you currently use for front-desk operations?
8. Have you received formal training on the systems used at your hotel?
9. How would you rate the effectiveness of the training you received?
10. How many shifts do you typically work per week?
11. What is the average number of guests you interact with per shift?
12. Do you often work alone at the front desk, or is there usually a team present?
13. How would you rate the importance of guest interaction in your role?
14. Feedback and Improvement
15. Have you ever provided feedback about the systems used at your hotel?
16. What improvements would you suggest for the current front-desk systems?
Conclusion
These demographic questions can help gather valuable insights into the experiences and challenges faced by Front-Desk associates in luxury hotels. Understanding their backgrounds, comfort levels with technology, and perceptions of training can inform the development of a more effective single-pane platform that addresses their needs and enhances guest interactions.
User Story
User Story
Title: Streamlined Front-Desk Operations
As a Front-Desk Associate, I want a unified platform to manage guest interactions and operations, so that I can efficiently handle check-ins, payments, and reservations while enhancing guest satisfaction.
Key Functionalities
Dashboard: Provides an overview of daily operations, including arrivals, departures, and notifications.
Check-In: Quickly check in guests using a streamlined process.
Payment Authorization: Securely authorize payments during check-in.
Payments: Process payments efficiently at check-out.
Check-Out: Facilitate smooth check-out procedures for guests.
Reservation List: Access a comprehensive list of current reservations.
Reservation Details Page: View and edit details for individual reservations.
Keys: Issue and deactivate room keys seamlessly.
Creating Cases: Easily create cases for guest requests or issues.
Acceptance Criteria
Dashboard Overview: Must provide a real-time summary of daily operations, including upcoming arrivals and departures.
Check-In Process: Must allow for quick guest check-in with real-time data access.
Payment Authorization: Must securely authorize payments at the time of check-in.
Payment Processing: Must enable efficient payment processing during check-out.
Reservation Management: Must provide access to a current reservation list and detailed reservation pages.
Key Management: Must facilitate easy issuance and deactivation of room keys.
Case Creation: Must allow associates to create and track cases for guest requests or issues.
Benefits
Increased Efficiency: Spend less time searching for information.
Enhanced Guest Experience: Personalize service with quick access to data.
Reduced Stress: Minimize frustration from outdated systems.
Title: Streamlined Front-Desk Operations
As a Front-Desk Associate, I want a unified platform to manage guest interactions and operations, so that I can efficiently handle check-ins, payments, and reservations while enhancing guest satisfaction.
Key Functionalities
Dashboard: Provides an overview of daily operations, including arrivals, departures, and notifications.
Check-In: Quickly check in guests using a streamlined process.
Payment Authorization: Securely authorize payments during check-in.
Payments: Process payments efficiently at check-out.
Check-Out: Facilitate smooth check-out procedures for guests.
Reservation List: Access a comprehensive list of current reservations.
Reservation Details Page: View and edit details for individual reservations.
Keys: Issue and deactivate room keys seamlessly.
Creating Cases: Easily create cases for guest requests or issues.
Acceptance Criteria
Dashboard Overview: Must provide a real-time summary of daily operations, including upcoming arrivals and departures.
Check-In Process: Must allow for quick guest check-in with real-time data access.
Payment Authorization: Must securely authorize payments at the time of check-in.
Payment Processing: Must enable efficient payment processing during check-out.
Reservation Management: Must provide access to a current reservation list and detailed reservation pages.
Key Management: Must facilitate easy issuance and deactivation of room keys.
Case Creation: Must allow associates to create and track cases for guest requests or issues.
Benefits
Increased Efficiency: Spend less time searching for information.
Enhanced Guest Experience: Personalize service with quick access to data.
Reduced Stress: Minimize frustration from outdated systems.
UX Methodologies Used
UX Methodologies Used
North Star Design principles
North Star Design principles
Snippets of Design inspiration workshop
Snippets of Client's feedback during the workshop
Snippets of Client's feedback during the workshop
The significance in establishing the Associate Design System at this point
The significance in establishing the Associate Design System at this point
In order to perform through multiple existing systems and cross functional communication,
we established an initial design system which would yield many benefits to the associates and to the organisation.
In order to perform through multiple existing systems and cross functional communication,
we established an initial design system which would yield many benefits to the associates and to the organisation.
Integrity - Consistency in elements and brand across digital experiences helps associates feel ease and familiarity. The associates are digital users with high expectations of providing consistent experiences. The new design discovery increases adoption, reduces training, helps her deliver with high productivity and improves her job satisfaction.
Integrity - Consistency in elements and brand across digital experiences helps associates feel ease and familiarity. The associates are digital users with high expectations of providing consistent experiences. The new design discovery increases adoption, reduces training, helps her deliver with high productivity and improves her job satisfaction.
Efficiency - It reduces the time spent creating experiences from scratch, recreating similar components, allowing teams to spend more time solving problems. Organizations are seeing tangible ROl when establishing mature design systems early in a digital transformation
Efficiency - It reduces the time spent creating experiences from scratch, recreating similar components, allowing teams to spend more time solving problems. Organizations are seeing tangible ROl when establishing mature design systems early in a digital transformation
Scalibility - Helps design teams scale, so multiple teams can produce cohesive experiences simultaneously across different experiences or different areas within an experience.
Scalibility - Helps design teams scale, so multiple teams can produce cohesive experiences simultaneously across different experiences or different areas within an experience.
Speed - A flawless experience with best trends components to avoid potential errors and accessibility constraints
Speed - A flawless experience with best trends components to avoid potential errors and accessibility constraints
The Information Hierarchy workshop
The Information Hierarchy workshop
Priority 1 information clips
Priority 2 information clips
Priority 3 information clips
Dashboard Wireframes
Dashboard Wireframes
Snippets of Design System Exploration
Snippets of Design System Exploration
Snippets of Reservation Details and Check in details screens
Snippets of Reservation Details and Check in details screens
Snippets of Dashboard Screen
Snippets of Dashboard Screen
