Project Overview:
With the business transitioning away from its previous platform, our team was tasked with designing and developing a new Reception Back Office system within a highly constrained timeframe. The goal was to ensure a seamless transition while optimising key functionalities for receptionists and operations teams.
Objective:
Challenge: Tight deadline required a strategic approach to feature prioritisation.
Solution: Focused on essential workflows from the previous system first, ensuring minimal disruption to daily operations.
Key Features:
Arrival & Check-In Management
Enabled receptionists to monitor arrivals, check guests in and out via NFC pass or manually.
Guest Registration
Streamlined the process of registering club & meeting room guests.
Advanced Search & Event Management
Allowed staff to quickly find contacts, view their scheduled events, and manage bookings.
Meeting Room Booking & Payments
Simplified the reservation process for both members and external clients, integrating a payment system.
Meeting Room History & Management
Provided access to upcoming and past meeting room reservations.
Key Responsibilities:
User Research & Stakeholder Interviews
Conducted in-depth sessions with the Operations team, receptionists, and other key stakeholders to understand their needs.
Feature Prioritisation
Identified and mapped critical functionalities from the previous platform to minimise workflow disruptions. Due to the tight deadline, I focused on high-impact features first.
User Experience Design
Created user flows, site maps, and wireframes to structure the platform efficiently.
UI Design & Prototyping
Developed high-fidelity designs and interactive prototypes for testing.
Product Delivery Management
Collaborated with developers to ensure smooth implementation, conducted quality assurance (QA) testing, and facilitated user testing with receptionists.
Post-Launch Enhancements
After release, gathered user feedback to refine and improve the platform, gradually implementing “nice-to-have” features.
Results & Impact:
Successfully launched the Reception Back Office platform on schedule.
Ongoing enhancements based on user feedback, continuously improving usability.
Increased meeting room bookings and revenue due to the improved booking system.
Enhanced efficiency for receptionists, reducing manual effort and improving overall operational workflow.
Next Steps:
Continue refining the platform with additional “nice-to-have” features.
Optimise automation for repetitive tasks to further enhance efficiency.
Gather deeper analytics to improve decision-making and user experience.
