Property Management System (PMS)
Property Management System (PMS)
Property Management System (PMS)
Improved hotel operations efficiency and staff retention through a revamped PMS system
Improved hotel operations efficiency and staff retention through a revamped PMS system
Improved hotel operations efficiency and staff retention through
a revamped PMS system
Company
Bloom Hotel Group
Project
In-House
In-House
Role
Product Designer
Year
2023
Property
Management
System
(PMS)
Property
Management
System
(PMS)
Property
Management
System
(PMS)
Project
Overview
Project
Overview
Project
Overview
The goal of this project was to redesign the PMS to improve efficiency, reduce cognitive load, and boost staff retention by creating a simple, intuitive, and user-friendly interface.
The goal of this project was to redesign the PMS to improve efficiency, reduce cognitive load, and boost staff retention by creating a simple, intuitive, and user-friendly interface.
The goal of this project was to redesign the PMS to improve efficiency, reduce cognitive load, and boost staff retention by creating a simple, intuitive, and user-friendly interface.
PMS !
What is it?
PMS !
What is it?
PMS !
What is it?
A Property Management System is the backbone of hotel operations. It manages guest bookings, check-ins & check-outs, room availability, billing, guest information and other operations. For hotel staff, a well-functioning PMS is crucial for seamless and efficient day-to-day operations.
A Property Management System is the backbone of hotel operations. It manages guest bookings, check-ins & check-outs, room availability, billing, guest information and other operations. For hotel staff, a well-functioning PMS is crucial for seamless and efficient day-to-day operations.
A Property Management System is the backbone of hotel operations. It manages guest bookings, check-ins & check-outs, room availability, billing, guest information and other operations. For hotel staff, a well-functioning PMS is crucial for seamless and efficient day-to-day operations.
What was
the problem?
What was
the problem?
What was
the problem?
The old PMS was clunky, with overly complex flows and an unintuitive interface. Staff found it overwhelming and prone to errors, making everyday tasks like check-ins, room upgrades, and payments unnecessarily frustrating.
The old PMS was clunky, with overly complex flows and an unintuitive interface. Staff found it overwhelming and prone to errors, making everyday tasks like check-ins, room upgrades, and payments unnecessarily frustrating.
The old PMS was clunky, with overly complex flows and an unintuitive interface. Staff found it overwhelming and prone to errors, making everyday tasks like check-ins, room upgrades, and payments unnecessarily frustrating.
STEP 1
Research &
Strategy
STEP 2
Wireframe &
User/Task Flows
STEP 3
UI Design &
Prototype
STEP 4
Testing &
Dev-Handoff
Crafting
the solution!
Crafting
the solution!
Crafting
the solution!
It all started with conversations! I sat down with front desk staff, managers, and operations heads, mapping out their frustrations and inefficiencies. This gave me the clarity to design for their real needs, not just theoretical solutions. The answer lay in simplifying workflows and creating a UI so clear that even non-technical users could navigate it confidently.
It all started with conversations! I sat down with front desk staff, managers, and operations heads, mapping out their frustrations and inefficiencies. This gave me the clarity to design for their real needs, not just theoretical solutions. The answer lay in simplifying workflows and creating a UI so clear that even non-technical users could navigate it confidently.
It all started with conversations! I sat down with front desk staff, managers, and operations heads, mapping out their frustrations and inefficiencies. This gave me the clarity to design for their real needs, not just theoretical solutions. The answer lay in simplifying workflows and creating a UI so clear that even non-technical users could navigate it confidently.
Challenges &
Solutions
Challenges &
Solutions
Challenges &
Solutions
01.
High staff turnover
Employees left before completing probation due to burnout and confusion with the system.
✓ I restructured the site map and task flows, ensuring that each task—whether it was a room upgrade or payment; could be completed with minimal steps.
01.
High staff turnover
Employees left before completing probation due to burnout and confusion with the system.
✓ I restructured the site map and task flows, ensuring that each task—whether it was a room upgrade or payment; could be completed with minimal steps.
01.
High staff turnover
Employees left before completing probation due to burnout and confusion with the system.
✓ I restructured the site map and task flows, ensuring that each task -whether it was a room upgrade or payment; could be completed with minimal steps.
02.
Operational delays
Check-ins, payments, and add-ons and rest of the operations were slow, impacting guest satisfaction.
✓ Tasks like check-in and check-out were redesigned for speed. Buttons, forms, and prompts appeared only when needed, preventing staff from feeling overwhelmed.
02.
Operational delays
Check-ins, payments, and add-ons and rest of the operations were slow, impacting guest satisfaction.
✓ Tasks like check-in and check-out were redesigned for speed. Buttons, forms, and prompts appeared only when needed, preventing staff from feeling overwhelmed.
03.
Cognitive Overload
The system's complexity overwhelmed the front desk staff, resulting in operational bottlenecks.
✓ I went for a modern and un-cluttered interface that reduced cognitive load. Every action was streamlined: fewer clicks, clear labels, and intuitive icons.
03.
Cognitive Overload
The system's complexity overwhelmed the front desk staff, resulting in operational bottlenecks.
✓ I went for a modern and un-cluttered interface that reduced cognitive load. Every action was streamlined: fewer clicks, clear labels, and intuitive icons.
Usability Testing in Real Time
The front desk staff became part of the design process. We ran continuous feedback loops, tweaking the UI until it fit their mental model perfectly.
Usability Testing in Real Time
The front desk staff became part of the design process. We ran continuous feedback loops, tweaking the UI until it fit their mental model perfectly.
Usability Testing in Real Time
The front desk staff became part of the design process. We ran continuous feedback loops, tweaking the UI until it fit their mental model perfectly.
The Outcome
The New PMS
The Outcome
The New PMS
The Outcome
The New PMS
01.
45% faster operations across the board—check-ins, room upgrades, payments, and other key hotel tasks are now seamless and intuitive.
02.
Staff retention soared—the very employees who used to leave in under 2-3 months now felt empowered and confident using the system, with many completing the 6-month probation and staying beyond.
03.
Reduced cognitive load—even with minimal training, 12th-grade graduates could navigate the PMS like pros.
04.
Decrease in employee training time by 50%, allowing new staff to become proficient faster.
01.
45% faster operations across the board—check-ins, room upgrades, payments, and other key hotel tasks are now seamless and intuitive.
02.
Staff retention soared—the very employees who used to leave in under 2-3 months now felt empowered and confident using the system, with many completing the 6-month probation and staying beyond.
03.
Reduced cognitive load—even with minimal training, 12th-grade graduates could navigate the PMS like pros.
04.
Decrease in employee training time by 50%, allowing new staff to become proficient faster.
Icon
Design
Icon
Design
Icon
Design
Retrospective
I've learned
Retrospective
I've learned
Retrospective
I've learned
This project wasn’t just about redesigning software—it was about solving human problems with design. From the staff's first click to their last task of the day, every decision aimed at removing friction and creating delightful, stress-free interactions.
This project wasn’t just about redesigning software—it was about solving human problems with design. From the staff's first click to their last task of the day, every decision aimed at removing friction and creating delightful, stress-free interactions.
01.
Design is empathy in action
Working closely with non-technical users reminded me that empathy is the cornerstone of great design. Understanding their struggles gave me the insights I needed to simplify complex processes.
01.
Design is empathy in action
Working closely with non-technical users reminded me that empathy is the cornerstone of great design. Understanding their struggles gave me the insights I needed to simplify complex processes.
02.
Iteration is everything
Building the PMS was a journey of continuous refinement. User feedback shaped every iteration, ensuring the final product wasn't just functional but a joy to use.
02.
Iteration is everything
Building the PMS was a journey of continuous refinement. User feedback shaped every iteration, ensuring the final product wasn't just functional but a joy to use.
03.
Design can drive business outcomes
This wasn’t just about aesthetics—the new PMS drove operational efficiency, increased staff satisfaction, and, ultimately, better guest experiences.
03.
Design can drive business outcomes
This wasn’t just about aesthetics—the new PMS drove operational efficiency, increased staff satisfaction, and, ultimately, better guest experiences.