The Problem: With the hospitality industry rapidly changing, it is important to keep up with the latest trends and technologies. Some features I was tasked with creating were rapid tip editing, mobile order ahead, LevelUp integration, service charges, and a reservation system
Research: All features, whether they're new to the system or a redesign, go through a Discovery Phase. I start off by interviewing stakeholders and subject matter experts (SMEs) to gather as much information on the subject as possible. The project then goes through a series of brainstorming with the team (the PM, lead engineer, myself and SMEs). Here, I conduct a series of sketching exercises, such as crazy 8s and workflows. I convert our ideas to actual wireframes and storyboards to help with visualization. After refining the wireframes and presenting them to the team, they go through several iterations of prototypes, which then go into Invision. The PM and I do some A/B testing with different prototype versions on groups of customers that fit a specific demographic (based on our user personas). The prototype goes through several rounds of iterations until it's ready for development.
The Problem: Alice's Bar & Restaurant's inventory-taking process was inefficient and time consuming. Previously, their process involved having each employee take inventory during their shifts separately using pen and paper. At the end of the day, the manager had to combine the lists into a single spread sheet in Microsoft Excel.
Research: I conducted interviews of the employees to help create user-personas and journey maps.
The Solution: I created a seamless application that can be used on iPads to help combine inventory lists that the manager can easily print or export. This solved the issue of having multiple inventory lists as well as using a single application to do all the work, as opposed to using pen & paper and Excel.
The Problem: A company needed an engagement tool to incorporate into their existing call center platform. The engagement tool is very content and data heavy. Based on the user research that has already been conducted, it was my job to create a high-fidelity prototype of the final product.
The Solution: I created an organized engagement tool that incorporates all the required information an employee needs to access customer information. This design includes an non-active and active call state. For an active call state, the employee needs to look up basic customer information, call history and have the opportunity to take notes.