Sparking digital innovation for a hospitality management platform

We started a comprehensive research journey to gain deeper insight into the product domain, including the product's purpose and target audience.

We conducted in-depth users interviews to uncover needs and pain points, and developed personas reflecting our target users' traits and preferences.  We also analyzed the offerings of Everguest’s top three competitors for  market insights.

This research process, coupled with feature ideation sessions, laid the groundwork for our product roadmap.

Workshops we facilitated

Process

1. Regular communication: Weekly meetings and daily standups were held with the client for smooth alignment on progress.
2. Task breakdown: Features were broken down into smaller, manageable tasks to facilitate effective tracking and progress monitoring.
3. Roadmap refinement: Roadmap timelines and prioritization were regularly reviewed and adjusted based on new insights and learnings.
4. Workshops: Multiple workshops (information architecture definition, content management, branding, feature prioritization) were held to narrow down  product specification and define the product direction collaboratively, from information architecture to features, content, and branding.

Preparation

We created 4 moodboards to offer different visual options to the client. Following a feedback session, we could identify the design and branding direction.

Turning moodboards into screens

The reviews page is the heart of the product. It’s a central hub for managing feedback from various channels like Booking.com, TripAdvisor, and Expedia.

Given the abundance of information and features packed onto this page, it was important to make sure it was both comprehensible and intuitive.

We designed various layout iterations, each with a distinct visual hierarchy.

Finalizing desktop screens

Besides the reviews page, we designed several modules. Two of the most important were:

1. Surveys: bring all the necessary information about customer’s satisfaction.
2. Reports: allow to summarize and share KPIs based on live data.

For both of them we created "builders," a place where users can create a new custom report or survey.  These features give an overview of the hotel’s performance.

The mobile version has been designed with a focus on convenience and speed, so property owners can effortlessly manage their online reputation from anywhere.

While it may not offer the same level of functionality as the desktop version, it’s a streamlined experience for quickly handling incoming reviews, responding to feedback, and sending out surveys.

During the time of our cooperation, the client’s team prepared the concept of an AI module with the following key features:

1. Chat - specifically trained to offer help like a hospitality professional consultant would
2. Pro tips - general and specific "to-do" tips based on guest experience trends and the specifics of the hotel and former reviews

Through dedicated teamwork, we were able to efficiently complete the design project for this module in a short period of time.

In the end of our collaboration we provided deliverables including:

1. Documentation of all facilitated workshops and meetings;
2. Comprehensive research findings and a repository of relevant data;
3. Prototypes utilised during user testing;
4. Final desktop and mobile screen designs;
5. A full design system.

The latter lets the client  produce branded materials consistent with the new visual direction across all platforms.

Also, the modular nature of the system lets the client  incorporate new pages without needed further UX resources.