Scene

During peak holiday seasons, parks often experience a surge in booking demands, requiring temporary, casual staff to assist with the workload. These staff members, however, have raised that they have found it difficult when using the existing Reservation Management System (RMS) to manage bookings. As a result, these pain points have had a negative impact on the customer experience, with tasks taking longer to complete and mistakes being made when inputting data, leading to incorrect information being stored.

Mission

Redesign the Booking Management System (BOLT) to improve the customer experience and data quality. The system needs to be simplified and more intuitive for casual and transient staff with minimal training. These staff members should be able to use the new system easily, leading to a more streamlined and efficient booking management process.

Journey

Conducted research with park staff to understand their needs and pain points
Mapped out user flows for key use cases (creating a booking, checking in/out, managing/editing booking)
Created low-fidelity wireframes and high-fidelity designs
Addressed limitations in data provided by existing RMS through API integration

Challenges

Time constraints to meet the pilot deadline
Designs were not validated with end-users due to the availability of staff (internal usability testing was conducted as a substitute)
Lack of communication between designers and developers resulted in inconsistencies in the end product
Integration with existing RMS software through API had limitations in data output, affecting desired user experience. (e.g. only able to create a quote in RMS and set reservation as done in the new system)

Outcomes

Data quality entered by staff improved
Task completion time for BOLT vs RMS considerably quicker
Minimal to no training required to use the new system
Improved product development process with better quality assurance
Designed for tablet use, allowing for flexibility in booking outside of the office
Figma design library system