Noetic was a start-up in the hospitality space. The project was to design a hotel reservation app. The internal reservationists at a hotel would use this app to help the customer make a reservation while understanding their requirement over the phone with them. This therefore needed to be a comprehensive yet simple tool that would help the reservationist systematically enter the requirement provided by the customer such as:
• reservation dates
• nature of the room
• special requirements like chocolate and flowers in the room
• on-site restaurant reservations
• reservation dates
• nature of the room
• special requirements like chocolate and flowers in the room
• on-site restaurant reservations
Based on this information, the reservationist could then:
• find the best matching room at the lowest rates
• take payment
• book the itinerary and
• email booking confirmation to the customer
• find the best matching room at the lowest rates
• take payment
• book the itinerary and
• email booking confirmation to the customer
The app also had to be simple enough to:
• help the reservationist go through the whole process quickly to avoid long wait times on their phone lines
• help the reservationist go through the whole process quickly to avoid long wait times on their phone lines
• have a flatter learning curve for trainee reservationists so that they were up and running in days as opposed to the weeks that they needed with the incumbent booking system
MY ROLE AND APPROACH
Stakeholder management, research, design and developer collaboration:
• I worked with the founder, the business analyst, and the head reservationist at the client hotel who was the end user and the subject matter expert on the team.
Stakeholder management, research, design and developer collaboration:
• I worked with the founder, the business analyst, and the head reservationist at the client hotel who was the end user and the subject matter expert on the team.
• After receiving initial brief from the business analyst and the project manager, my first port of call was to audit the incumbent system – Oracle Opera - to study how it mapped out key user journeys, where it succeeded, and its failures
• Along with the user representative, I broke the brief down into individual scenarios, enriched them with realistic details and mapped out user personas and user journey
• I then involved the individuals mentioned above along with the engineering team to workshop the initial scamps and evolved them iteratively to produce UX designs for the MVP.
• I onboarded front-end developers and handed the designs over to them through Zeplin
Case study: Noetic Hotel Central Reservation System
Case study: Noetic Hotel Central Reservation System