SynXis Property Hub
SPH is a Property Management tool that gives hotels a spectrum of functionality—everything from guest check-in, guest status, bookings, and staff communication.
My Role
Lead Designer: I supported individual features and functionality on the product.
Problem
Upon joining the team, I found that while the basic platform framework was in place, there was still a lot of work to be done in terms of designing or redesigning the heavy data screens—the complex features of the app needed to be simplified and more seamlessly integrated into the main workflows.
Scope
Redesign deposit and post-charge workflows and implement a user data tracking system for the platform.
Solution
For the workflow designs, I worked closely with the engineering team to understand what data could be returned at what point. This opened the door to new design opportunities that allowed the user not to recall prior data but to let the system present the relevant data at the right time.
Design & Stakeholder Relationship
I worked closely with the product and business analysis teams. I was involved in all walks and quarterly planning meetings, while the product team played an active role in user studies, research activities, and design meetings.
Persona For Accounting Features
There were multiple user groups for this application. I used the Property Manager persona for transaction tracking and accounting.
Journey Map To Find New Opportunities
During a brainstorming workshop with our product team, engineers, and developers, we used a User Journey Map to explore improving the current hotel management experience by leveraging new or emerging technologies. Through this activity, we discovered a new value proposition - using Amazon Alexa to assist customers with the check-in process and during their stay.
Customer Tracking
The Guest Folio was the central location for gathering guest information. To integrate transactions, I added a table that displays history and employee details linked to other system areas.
Fund Transfer Flow
While working on the deposit reviving, holding, and overnight return system, I had to convert the current representation of the fund value and understand its origin. To avoid confusion, I created a transfer log indicating who requested the fund and if it was pending. This helped to streamline the process and ensure transparency.
Key Take-Away
Having a high level of intuition about funds' behavior beyond a single screen is essential when dealing with complex transactions.
Client ROI
Our platform has significantly improved the effectiveness of hotels, and we can now quantify the tangible impact on both customers and business operations.
https://www.sabrehospitality.com/resources/case-studies/intercontinental-hotels-group-ihg-case-study/