Go2Joy is a hotel booking platform that connects users with short-stay and hourly hotels. To support this, the Hotel Profile Setup feature was developed as part of Go2Joy’s Super Admin system. It enables internal staff to create, update, and manage hotel listings that appear on the Go2Joy app.
This project was initiated in response to feedback from the Business Team, who highlighted that the previous process for setting up hotel profiles was time-consuming and required significant training for new staff. The existing system was inefficient and needed to be improved to save both time and operational resources.
I worked closely with the Junior Designer and Project Owner throughout the project. I led user interviews, identified key pain points, and shaped the design direction. The Junior Designer supported the process by executing the designs, with regular feedback from stakeholders along the way.
Focus Areas in Design Thinking Stages
Empathize
Define
Ideate + Prototype
Test + Learn + Adapt
We interviewed 2 internal staff members with different experience levels: 1 long-time user and 1 new user. This helped us understand their workflows, challenges, and frustrations with the system.
During the sessions, we observed as they walked through typical tasks, asking questions and encouraging them to share their thoughts. This helped us uncover specific pain points and opportunities for improvement in the system. Below is a summary of the key issues identified.
Based on insights from the user interviews, I identified that the main issues were related to the page structure of the Hotel creation form and the overall process of creating hotels and hotel groups. Below are my approach to better understand these issues
I reviewed the Hotel Creation Form by listing all input fields and examining how the information was organized. I found that the form lacked clear sections and visual hierarchy. All fields were presented in one long list, making it difficult for users to find key information.
This led to confusion, slower navigation, and frequent mistakes due to the lack of visual guidance.
I mapped out the site structure for both Hotel and Hotel Group creation to understand how users navigate between tasks. I found that staff were given 2 separate entry points to create hotel profiles: one through Hotel Group Management (for chains) and another through Hotel Management (for individual hotels).
This 2 path caused confusion, especially for new staff. It was further complicated by the ability to create a Hotel Group within a Hotel Profile, making it unclear where one process ended and the other began.
Reorganized the form into clear, logical sections → to improve navigation and make the form easier to scan.
Grouped related fields together → to help users focus on one part at a time.
Structured the form step by step → to reduce cognitive load and prevent input errors.
Separated hotel and hotel group flows → to make each task clearer and easier to follow.
Reduced redundant navigation paths → to simplify the overall experience.
Introduced clear rules (a hotel must exist before being added to a group) → to guide user actions and prevent confusion.
To reduce confusion and make the process easier to follow, I redesigned the user flow with a clearer and more structured sequence.
Below was a quick sketch of the Hotel and Hotel Group creation flows, used to visualize and communicate the proposed solutions.
Feedback and input from stakeholders were incorporated and refined by the other Designer during the final design phase.
Scan and complete tasks faster: Staff can quickly understand the form and finish tasks with less effort
Reduced confusion between Hotel and Hotel Group: Clearer structure helps prevent mistakes.
Can pause and continue anytime: Have Save Draft function that allows staff to keep progress and return later.
Easier for new staff to learn: simple and clear wording reduces the need for guidance.