Hospitality
Customised the quality assurance platform for hotel brand’s internal users
Project Overview
We took a clunky Salesforce platform and turned it into a customised, streamlined experience that put the end users first. Using extensive research and collaboration with stakeholders, we designed a platform that feels intuitive and integrates seamlessly into user workflows.
Business Challenge
Lack of streamlined journeys and complex user flows
Need to use multiple platforms (Excel sheets and Word documents) to perform single tasks
We engaged with four distinct user groups across various geographies to gain a comprehensive understanding of their needs.
Stakeholder Workshops: Conducted virtual sessions with regional QA leaders to identify gaps in the current platform and capture their requirements.
User Interviews: Developed discussion guides for in-depth interviews with QA Auditors, PIP Writers, Waiver Managers, and Internal strategic partners to understand their end-to-end workflows.
Heuristic Assessment: Evaluated the existing BOSS Platform using heuristic principles to uncover critical usability issues.
Complex processes for following up and assigning tasks to team members
How might we simplify and optimize the quality assurance platform to enhance user productivity, enable customization, and support scalability for business growth?
Information gathering
How might we create a seamless, integrated user experience that enables all four user groups to collaborate efficiently while ensuring a scalable UI for streamlined development?
Role
Lead UX Designer & Researcher
Scope & Responsibilities
Research planning and execution
Conducting design thinking workshops
Conducting Usability Tests
Managing a team of 4 designers
Prototyping
Industry
Hospitality
Duration
36 months
Approach
To address these challenges, we adopted a user-centric approach, guided by our initial “North star” design principles:
a scalable UI architecture to seamlessly adapt as the business grows, streamlined user flows for fewer clicks, and an effortless and enjoyable user experience with clear navigation and intuitive functionality to empower users.
UX Design Direction
Key themes to guide the solution
