Univers
Univers - This is a new startup for the hotel business
Details
Company
Univers Tech
Industry
Hospitality
Timeline
16 month
What i did
As the lead designer for Univers, I managed the entire design process, including stakeholder and user interviews, prototyping, testing, and supporting the development team until the final product was delivered. After launch, I focused on gathering metrics and iterating based on the results.
My Role
Product Designer
Univers
Univers - This is a new startup for the hotel business
Details
Company
Univers Tech
Industry
Hospitality
Timeline
16 month
What i did
As the lead designer for Univers, I managed the entire design process, including stakeholder and user interviews, prototyping, testing, and supporting the development team until the final product was delivered. After launch, I focused on gathering metrics and iterating based on the results.
My Role
Product Designer
Univers
Univers - This is a new startup for the hotel business
Details
Company
Univers Tech
Industry
Hospitality
Timeline
16 month
What i did
As the lead designer for Univers, I managed the entire design process, including stakeholder and user interviews, prototyping, testing, and supporting the development team until the final product was delivered. After launch, I focused on gathering metrics and iterating based on the results.
My Role
Product Designer
The Problem
Labor management in the hotel industry is a significant issue. Current tools are outdated, lack user-centric design, and fail to address real user needs:
The Problem
Labor management in the hotel industry is a significant issue. Current tools are outdated, lack user-centric design, and fail to address real user needs:
Fragmented
Current tools make it difficult for staff to respond quickly to guest needs, impacting customer satisfaction.
Fragmented
Current tools make it difficult for staff to respond quickly to guest needs, impacting customer satisfaction.
High Costs
Maintaining separate systems is expensive, and transitioning to new tools often requires costly retraining.
High Costs
Maintaining separate systems is expensive, and transitioning to new tools often requires costly retraining.
User Pain
Cleaning staff, administrators, and other hotel employees struggle with inefficient processes, leading to wasted time and reduced productivity. For example, it takes 30 minutes just to prepare cleaning schedules manually.
User Pain
Cleaning staff, administrators, and other hotel employees struggle with inefficient processes, leading to wasted time and reduced productivity. For example, it takes 30 minutes just to prepare cleaning schedules manually.
Process
To address these challenges, we followed a structured design and development process:
Process
To address these challenges, we followed a structured design and development process:
Research
Conducted user interviews with cleaning staff, front desk employees, and administrators to understand workflows and pain points. Analyzed existing tools (e.g., Asana, Monday.com, and hospitality software) to identify gaps and missing functionalities like task time-tracking.
Research
Conducted user interviews with cleaning staff, front desk employees, and administrators to understand workflows and pain points. Analyzed existing tools (e.g., Asana, Monday.com, and hospitality software) to identify gaps and missing functionalities like task time-tracking.
Analysis
Developed information architecture to prioritize key features and streamline workflows. Created user journey maps to visualize how workers interact with the system from ticket creation to task completion.
Analysis
Developed information architecture to prioritize key features and streamline workflows. Created user journey maps to visualize how workers interact with the system from ticket creation to task completion.
Prototyping
Started with paper sketches, moved to detailed wireframes, and finalized interactive prototypes in Figma. Conducted usability testing with stakeholders and end-users, iterating based on their feedback.
Prototyping
Started with paper sketches, moved to detailed wireframes, and finalized interactive prototypes in Figma. Conducted usability testing with stakeholders and end-users, iterating based on their feedback.
Handoff
Provided detailed documentation of functionality to the development team. Tracked metrics such as development speed and feature implementation complexity to ensure seamless implementation.
Handoff
Provided detailed documentation of functionality to the development team. Tracked metrics such as development speed and feature implementation complexity to ensure seamless implementation.
Challenges
When working on complex systems, various challenges often arise that require thoughtful solutions to improve usability, efficiency, and functionality. Below are four key challenges we encountered and how we addressed them to enhance the product and meet user needs.
Challenges
When working on complex systems, various challenges often arise that require thoughtful solutions to improve usability, efficiency, and functionality. Below are four key challenges we encountered and how we addressed them to enhance the product and meet user needs.
Block Ticket
During the presentation and testing of the first product version, we received feedback highlighting the need to implement a "blocked ticket" feature. The challenge was to integrate this functionality into an existing system while ensuring instant notifications for the administrator. To address this, I updated the user flow to allow marking a ticket as blocked when in pause status, with options to call or send a private message to the administrator, accompanied by a standard notification.
Block Ticket
During the presentation and testing of the first product version, we received feedback highlighting the need to implement a "blocked ticket" feature. The challenge was to integrate this functionality into an existing system while ensuring instant notifications for the administrator. To address this, I updated the user flow to allow marking a ticket as blocked when in pause status, with options to call or send a private message to the administrator, accompanied by a standard notification.
Block Ticket
During the presentation and testing of the first product version, we received feedback highlighting the need to implement a "blocked ticket" feature. The challenge was to integrate this functionality into an existing system while ensuring instant notifications for the administrator. To address this, I updated the user flow to allow marking a ticket as blocked when in pause status, with options to call or send a private message to the administrator, accompanied by a standard notification.
UX Power
Administrators with older mobile phones reported difficulty using the menu due to its small size. The challenge was to adapt the product for all screen resolutions, applying the Fat Finger Friendly rule. To solve this, I redesigned all screens and controls for full-screen mode, ensuring better usability across devices.
UX Power
Administrators with older mobile phones reported difficulty using the menu due to its small size. The challenge was to adapt the product for all screen resolutions, applying the Fat Finger Friendly rule. To solve this, I redesigned all screens and controls for full-screen mode, ensuring better usability across devices.
UX Power
Administrators with older mobile phones reported difficulty using the menu due to its small size. The challenge was to adapt the product for all screen resolutions, applying the Fat Finger Friendly rule. To solve this, I redesigned all screens and controls for full-screen mode, ensuring better usability across devices.
Quick tickets
Administrators were spending excessive time assigning tickets due to a list-based system. The challenge was to streamline this process by efficiently linking new tickets with available workers. To solve this, I developed a customizable board screen with drag-and-drop functionality. This feature allowed administrators to create personalized boards, significantly speeding up ticket assignment—improving efficiency by 4x.
Quick tickets
Administrators were spending excessive time assigning tickets due to a list-based system. The challenge was to streamline this process by efficiently linking new tickets with available workers. To solve this, I developed a customizable board screen with drag-and-drop functionality. This feature allowed administrators to create personalized boards, significantly speeding up ticket assignment—improving efficiency by 4x.
Quick tickets
Administrators were spending excessive time assigning tickets due to a list-based system. The challenge was to streamline this process by efficiently linking new tickets with available workers. To solve this, I developed a customizable board screen with drag-and-drop functionality. This feature allowed administrators to create personalized boards, significantly speeding up ticket assignment—improving efficiency by 4x.
Filters
The system required a way to filter vast amounts of information with almost endless possibilities. The challenge was to define the limits of the filters and decide on the sorting features for the main screens. To solve this, we analyzed the shared information across key data points to establish filter categories. Using color coding and letters for visualization, we identified four main categories: ticket status, departments (customizable), work type, and ticket location. This structured approach streamlined the filtering process for efficient data management.
Filters
The system required a way to filter vast amounts of information with almost endless possibilities. The challenge was to define the limits of the filters and decide on the sorting features for the main screens. To solve this, we analyzed the shared information across key data points to establish filter categories. Using color coding and letters for visualization, we identified four main categories: ticket status, departments (customizable), work type, and ticket location. This structured approach streamlined the filtering process for efficient data management.
Filters
The system required a way to filter vast amounts of information with almost endless possibilities. The challenge was to define the limits of the filters and decide on the sorting features for the main screens. To solve this, we analyzed the shared information across key data points to establish filter categories. Using color coding and letters for visualization, we identified four main categories: ticket status, departments (customizable), work type, and ticket location. This structured approach streamlined the filtering process for efficient data management.
Results
The result was a unified, user-friendly platform that transformed labor management in the hotel industry:
Results
The result was a unified, user-friendly platform that transformed labor management in the hotel industry:
Results
The result was a unified, user-friendly platform that transformed labor management in the hotel industry:
Optimized
Reduced staff workload by 30% through streamlined processes. Enabled cleaning staff to handle one additional room daily by automating task management.
Optimized
Reduced staff workload by 30% through streamlined processes. Enabled cleaning staff to handle one additional room daily by automating task management.
Optimized
Reduced staff workload by 30% through streamlined processes. Enabled cleaning staff to handle one additional room daily by automating task management.
Cost Savings
Replaced outdated software, saving up to $3.5 million annually per average hotel.
Cost Savings
Replaced outdated software, saving up to $3.5 million annually per average hotel.
Cost Savings
Replaced outdated software, saving up to $3.5 million annually per average hotel.
Modern Tools
Delivered a desktop web app for administrators and a mobile app for hotel employees. Introduced unique features like real-time task tracking and an atomic design system for scalability and consistency.
Modern Tools
Delivered a desktop web app for administrators and a mobile app for hotel employees. Introduced unique features like real-time task tracking and an atomic design system for scalability and consistency.
Modern Tools
Delivered a desktop web app for administrators and a mobile app for hotel employees. Introduced unique features like real-time task tracking and an atomic design system for scalability and consistency.
By addressing user pain points and creating a scalable solution, the Univers app significantly improved operational efficiency and customer satisfaction in the hospitality industry.
By addressing user pain points and creating a scalable solution, the Univers app significantly improved operational efficiency and customer satisfaction in the hospitality industry.
By addressing user pain points and creating a scalable solution, the Univers app significantly improved operational efficiency and customer satisfaction in the hospitality industry.
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