Overview
background
Effective hotel management necessitates meticulous attention to details that impact both staff and operations while influencing the guest experience.
Managing a hotel requires attention to many different details, some internal and affecting the hotel's management and staff, while others also impact the guests' experience, whether positive or negative.
Organizing and maintaining order is crucial both to prevent errors and to enable the hotel management to monitor its operations, identify areas for improvement, and have an up-to-date overall picture.
the problem
The distinctive operational dynamics of small hotels present challenges, particularly in dealing with complex user interfaces.
The existing hotel management systems often grapple with several key challenges, underscoring the need for a more efficient solution.
Primarily, many current systems lack the flexibility required to adapt to the unique operational dynamics of small hotels. The rigid structures of some existing systems may not accommodate the nuanced requirements of smaller hotels, leading to inefficiencies and potential oversights in day-to-day operations.
Goals
An intuitive, efficient, and error-reducing hotel management system that significantly improves user experience and operational effectiveness.
The primary goals of The project are to simplify the complexity associated with intricate user interfaces and reduce inefficiencies and training times. It targets the alleviation of time-consuming processes faced by receptionists, particularly in tasks like guest check-ins and reservations, to enhance productivity and minimize wait times for guests.
Additionally, the system seeks to mitigate information overload by providing a streamlined approach to managing a substantial volume of information and ensuring accuracy in handling guest preferences, special requests, and room availability.
Market Research
Competitive Analysis
Most of the features on the system will never be used. The systems look much more complex than they need to be from the end user’s point of view
In researching current hotel management systems, I examined strengths and weaknesses to understand user pain points and industry trends.
Established systems excel in features but lack user-friendliness, flexibility, and adaptability.
These insights guide refining my system for a seamless, intuitive, and adaptable solution, enhancing the user experience for hoteliers.
User Research Summary
Interviews
User Interviews
The user interview process aimed to understand the challenges and needs of hotel management, desk workers, and cleaning staff. The user research, initially broad, was focused on reception staff.
Interviews with receptionists probed into their experience, system usage, common mistakes, supplementary aids, and perceived usefulness or challenges in the system.
Persona
User profile
Using the data from interviews, I defined a target group profile to better empathize with my main user group and prioritize goals according to their needs.
Alon
Tel-Aviv | 38 | Receptionist
Alon, a part-time hotel employee and Tai Chi coach, faces occasional work pressure when handling numerous guests and updating information in multiple locations. The system's complexity frustrates him during quick and straightforward tasks.
Empathy map
pain points
Complex Interface
Navigating through intricate user interfaces poses a frequent challenge, resulting in inefficiencies and frustration.
Time-Consuming Processes
I often contend with time-consuming processes while handling tasks such as guest check-ins, reservations, or room allocations. This can result in diminished productivity and prolonged wait times for guests.
Information Overload
I grapple with the challenge of handling a substantial volume of information, encompassing guest preferences, special requests, and room availability. This struggle can give rise to errors and confusion in the management of these details.
Lack of Control
Sometimes, I feel that I'm not in complete control of all the information I need, leading to occasional conflicts with guests and impacting the overall service quality.
User Story
conclusions
Insights
Key Insights and Findings
The insights gained from my User Research on the user experiences and needs, coupled with the findings from Market Research on existing hotel management systems, highlight the critical importance of streamlining system simplicity, minimizing complexity, and prioritizing user-friendliness. These conclusions underscore the significance of creating a hotel management solution that truly aligns with user expectations and enhances overall usability.
Solution
Streamlined Information Display:
Minimizing unnecessary data on screens for a clearer overview and easy access to essential actions.
Simplified Operations:
Introducing a more straightforward interface for basic tasks, reducing the time invested in training new employees.
Reduced Button Clutter:
Streamlining the number of buttons on each screen to enhance usability and prevent unnecessary confusion.
Efficient Check-In Processes:
Implementing features to expedite guest check-ins, particularly during high-traffic periods.
Enhanced Information Control:
Offering tools for better control over relevant information, reducing conflicts with guests.
Real-time Tracking:
Providing a comprehensive view of room and guest statuses, ensuring effective decision-making.
Unified Communication:
Minimizing the need for additional tools by incorporating communication features within the system, reducing dual work.
Structure
Information Architecturets
Hierarchy and content relationships
After understanding user needs and frustrations, I prioritized key values, From here I could decide what actions and features were crucial and beneficial and designed a sitemap based on these conclusions.
User Journey Map
Wireframing
Navigating Towards Intuitive Design
In the Information Architecture phase, my journey has been shaped by User and Market Research, delving into the intricacies of hotel management systems and the specific needs of the users within this context.
Now, as I transition into the Information Architecture phase, my focus is on structuring and organizing information in a manner that aligns seamlessly with user expectations and operational requirements.
Visual Design
Reservation log
Screen Overview
The reservation log screen consists of two tab options. First, I chose a table display, prioritizing critical data to offer receptionists an immediate, comprehensive snapshot of all rooms and guests with specific details. Second, the weekly view was selected to provide a comprehensive insight into reservations, fostering better planning and coordination.
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2024 by Adi Sabo