This project was to implement Hotel management tool on the Super Admin platform (SA). This is a tool for internal staff to set up and manage hotel profiles. The purpose of implementation was to reduce the heavy workload for Go2Joy Business teams. So, in order to propose a design solution, PO and I started with:

Empathize with the users

We called a meeting with the internal staff to observe them using the tool and listen to their difficulties. Most of the comments were on the Creation flow because it took too much time to scan through the legal documents and create a hotel profile on SA. Below are some highlighted pain points:

  1. The form wasn’t user-friendly. It had too many confusing terms, and users weren’t sure if he filling in the correct information. It also took lots of time to train new staff to use the tool.
  2. The users wanted a “save draft” function because they had to go through many offline documents/processes in order to complete the form.
  3. Photos were sent in different sizes and they are normally not categorized into room types. Therefore, the internal staff had to categorize the photos by themselves and send the photos back to the Hotel owner for confirmation. This task requires back-and-forth communication.
  4. It was inconvenient when setting up business hours. Users couldn’t set up info on hourly, daily, and overnight when they are at the Creation stage. They have to update that info in the Edit stage instead.

Understand the current system

We sketched out the structure of the tool. We found out that information was repeated, and there were 2 ways to create a hotel profile on the system. One was through “Hotel Group Management” for hotel chains and the other was through “Hotel Display Management” for individual hotels. I think it’s confusing when the system lets users create a hotel group inside a hotel. A hotel should be a child to a hotel group.

To make the creation flow simpler and easier to understand, we decided to separate the flows into 2 and removed redundant pages.

  • For hotel chains, users have to create a group in “Hotel Group Management” first, then go to “Hotel Management” to create hotels in that group.
  • For individual hotels, users just simply create a hotel in “Hotel Management”.

Design solutions

To implement the tool, we:

  • Separate “Hotel Group Management” and “Hotel Management” into 2 flows by removing redundant pages.
  • Break Hotel creation into 2 steps, Registration info (all the legal info) and Hotel information (info about the hotel which can also be viewed and edited by hotel owners)
  • List out all current metrics, rename them, group similar metrics together, and give each group a title.
  • Allow user to “save draft” in the Creation flow
  • Request to the Hotel Admin platform to allow hotel owners to upload photos and update basic information about their hotels. This can help to deduce back-and-forth communication between Go2Joy and hotel owners.