Reception Redesign*
Problem statement
The current reception workflow and room booking system are fragmented and often lack necessary details, leading to inefficiencies in guest registration, meeting preparation, and internal communication. While employees have the option to select the type of meeting (internal or with external guests), this feature is frequently misused, resulting in unclear information for the reception team. This requires additional inquiries and multiple email exchanges. There is an opportunity to streamline these systems and improve the overall experience for guests, receptionists, and employees.
Problem
The guest registration and meeting room booking processes were inefficient and unclear, leading to miscommunication, delays, and a poor experience for both employees and reception staff.
Solution
An integrated, user-friendly system that streamlines guest check-in, clarifies meeting details, and improves communication between employees and reception in real time.
Currently working on
Developing UI for reception desk based on information architecture. Next, design UI for coworkers.
My process
Current Workflow Analysis
User Journey Map
Benchmark Analysis
User Stories & Personas
How Might We
Brainstorming
MoSCoW
Wireframing
High-Fidelity Prototype
Case study
Problem
The guest registration and meeting room booking processes were inefficient and unclear, leading to miscommunication, delays, and a poor experience for both employees and reception staff.
Solution
An integrated, user-friendly system that streamlines guest check-in, clarifies meeting details, and improves communication between employees and reception in real time.
Currently working on
Developing UI for reception desk based on information architecture. Next, design UI for coworkers.
*I’m still working on this project & developing it
Reception Redesign*
Problem Statement
The current reception workflow and room booking system are fragmented and often lack necessary details, leading to inefficiencies in guest registration, meeting preparation, and internal communication. While employees have the option to select the type of meeting (internal or with external guests), this feature is frequently misused, resulting in unclear information for the reception team. This requires additional inquiries and multiple email exchanges. There is an opportunity to streamline these systems and improve the overall experience for guests, receptionists, and employees.
Case study
Problem
The guest registration and meeting room booking processes were inefficient and unclear, leading to miscommunication, delays, and a poor experience for both employees and reception staff.
Solution
An integrated, user-friendly system that streamlines guest check-in, clarifies meeting details, and improves communication between employees and reception in real time.
Currently working on
Developing UI for reception desk based on information architecture. Next, design UI for coworkers.
Reception Redesign*
*I’m still working on this project & developing it
Problem Statement
The current reception workflow and room booking system are fragmented and often lack necessary details, leading to inefficiencies in guest registration, meeting preparation, and internal communication. While employees have the option to select the type of meeting (internal or with external guests), this feature is frequently misused, resulting in unclear information for the reception team. This requires additional inquiries and multiple email exchanges. There is an opportunity to streamline these systems and improve the overall experience for guests, receptionists, and employees.
My process
Current Workflow Analysis
Current Workflow Analysis
User Journey Map
User Journey Map
Benchmark Analysis
Benchmark Analysis
User Stories & Personas
User Stories & Personas
How Might We
How Might We
Brainstorming
Brainstorming
MoSCoW
MoSCoW
Wireframing
Wireframing
High-Fidelity Prototype
High-Fidelity Prototype
Goals
Goals
Goals
Streamline Processes
Streamline Processes
Streamline Processes
Create an integrated platform that simplifies room booking, guest registration, and internal communication.
Create an integrated platform that simplifies room booking, guest registration, and internal communication.
Create an integrated platform that simplifies room booking, guest registration, and internal communication.
Ensure all necessary information, such as meeting type and guest details, is captured upfront to eliminate inefficiencies.
Ensure all necessary information, such as meeting type and guest details, is captured upfront to eliminate inefficiencies.
Ensure all necessary information, such as meeting type and guest details, is captured upfront to eliminate inefficiencies.
Enhance User Experience
Enhance User Experience
Enhance User Experience
Provide employees with an intuitive, error-resistant system for booking rooms and meetings.
Provide employees with an intuitive, error-resistant system for booking rooms and meetings.
Provide employees with an intuitive, error-resistant system for booking rooms and meetings.
Equip receptionists with clear and complete details to prepare efficiently and provide a seamless guest experience.
Equip receptionists with clear and complete details to prepare efficiently and provide a seamless guest experience.
Equip receptionists with clear and complete details to prepare efficiently and provide a seamless guest experience.
Ensure guests feel welcomed and valued through a professional, smooth check-in process.
Ensure guests feel welcomed and valued through a professional, smooth check-in process.
Ensure guests feel welcomed and valued through a professional, smooth check-in process.
Encourage Adoption
Encourage Adoption
Encourage Adoption
Design a user-friendly system that employees and receptionists are motivated to use properly and consistently.
Design a user-friendly system that employees and receptionists are motivated to use properly and consistently.
Design a user-friendly system that employees and receptionists are motivated to use properly and consistently.
Success metrics
Success metrics
Success metrics
Efficiency
Efficiency
Efficiency
Guest Check-in Time
Guest Check-in Time
Guest Check-in Time
Track how long it takes for receptionists to check in guests, from the moment they arrive until they are fully registered and notified to the host.
Track how long it takes for receptionists to check in guests, from the moment they arrive until they are fully registered and notified to the host.
Track how long it takes for receptionists to check in guests, from the moment they arrive until they are fully registered and notified to the host.
Accuracy
Accuracy
Accuracy
Completion Rate of Required Information
Completion Rate of Required Information
Completion Rate of Required Information
Measure how often employees complete all required fields correctly when booking a meeting (e.g., specifying meeting type, adding guest details).
Measure how often employees complete all required fields correctly when booking a meeting (e.g., specifying meeting type, adding guest details).
Measure how often employees complete all required fields correctly when booking a meeting (e.g., specifying meeting type, adding guest details).
User adoption and engagement
User adoption and engagement
User adoption and engagement
System Usage Rate
System Usage Rate
System Usage Rate
Track how frequently employees use the system to book rooms, particularly focusing on the use of meeting type selection and other key features.
Track how frequently employees use the system to book rooms, particularly focusing on the use of meeting type selection and other key features.
Track how frequently employees use the system to book rooms, particularly focusing on the use of meeting type selection and other key features.
Reduction of friction
Reduction of friction
Reduction of friction
Reduction in Email Communication
Reduction in Email Communication
Reduction in Email Communication
Measure the decrease in the number of emails or other communication required to clarify meeting details and guest information after the system redesign.
Measure the decrease in the number of emails or other communication required to clarify meeting details and guest information after the system redesign.
Measure the decrease in the number of emails or other communication required to clarify meeting details and guest information after the system redesign.
Current Workflow
Current Workflow
Current Workflow
Register guests and issued access cards
Register guests and issued access cards
Register guests and issued access cards
The current guest registration process is time-consuming. Users are forced to enter each guest individually, often resorting to sticky notes where everyone writes down their details, which are then entered into the system one by one. This approach appears unprofessional, adding to the stress at the reception.
The current guest registration process is time-consuming. Users are forced to enter each guest individually, often resorting to sticky notes where everyone writes down their details, which are then entered into the system one by one. This approach appears unprofessional, adding to the stress at the reception.
The current guest registration process is time-consuming. Users are forced to enter each guest individually, often resorting to sticky notes where everyone writes down their details, which are then entered into the system one by one. This approach appears unprofessional, adding to the stress at the reception.
For better experience view this on your desktop.
or
or
or
Step 1
Step 1
Step 1
Select guest
Select guest
Select guest
Search guest by last name or company
Search guest by last name or company
Search guest by last name or company
These information are not typed in so it takes additional space between data and OK button.
The “Dokument” form is only to write “0000” as the reception desk can’t gather IDs and the system won’t allow to add new guests without typing anything.
These information are not typed in so it takes additional space between data and OK button.
The “Dokument” form is only to write “0000” as the reception desk can’t gather IDs and the system won’t allow to add new guests without typing anything.
These information are not typed in so it takes additional space between data and OK button.
The “Dokument” form is only to write “0000” as the reception desk can’t gather IDs and the system won’t allow to add new guests without typing anything.
Button is too far from other ones, the new porter who was learning the system was struggling to find it.
Button is too far from other ones, the new porter who was learning the system was struggling to find it.
Button is too far from other ones, the new porter who was learning the system was struggling to find it.
No focus button, porter doesn’t know whether he can write or not
No focus button, porter doesn’t know whether he can write or not
No focus button, porter doesn’t know whether he can write or not
The user needs to move the cursor from one side to another, there is no option to do this faster by using TAB key.
The user needs to move the cursor from one side to another, there is no option to do this faster by using TAB key.
The user needs to move the cursor from one side to another, there is no option to do this faster by using TAB key.
Section used when visiting a particular employee
Section used when visiting a particular employee
Section used when visiting a particular employee
Years ago, the reception desk used to print guest ID - now it’s not used.
Years ago, the reception desk used to print guest ID - now it’s not used.
Years ago, the reception desk used to print guest ID - now it’s not used.
Add a new one
Add a new one
Add a new one
Step 2
Step 2
Step 2
List of registered guests and issued access cards
List of registered guests and issued access cards
List of registered guests and issued access cards
Notice host about arrival of their guest
Notice host about arrival of their guest
Notice host about arrival of their guest
Porters struggle to find particular name to finish visit. Information architecture is unclear
Porters struggle to find particular name to finish visit. Information architecture is unclear
Porters struggle to find particular name to finish visit. Information architecture is unclear
Entrance time
Entrance time
Entrance time
Employee/guest name
Employee/guest name
Employee/guest name
Company
Company
Company
What was issued
What was issued
What was issued
No data
No data
No data
No data
No data
No data
Visit number
Visit number
Visit number
Both buttons are responsible for visit end
Both buttons are responsible for visit end
Both buttons are responsible for visit end
Here, you can search by current visit number, card number (always null, card details can only be added in purpose of visit column). Due to low number of daily guests, there is no need to browse guests this way.
Here, you can search by current visit number, card number (always null, card details can only be added in purpose of visit column). Due to low number of daily guests, there is no need to browse guests this way.
Here, you can search by current visit number, card number (always null, card details can only be added in purpose of visit column). Due to low number of daily guests, there is no need to browse guests this way.
Name and surname
Phone number
E-mail address
Room
Department
Name and surname
Phone number
E-mail address
Room
Department
Name and surname
Phone number
E-mail address
Room
Department
Currently there are 3 main platforms used by the reception desk.
First one to register guests or access card issued for employees. If the receptionist wants to inform the host about arrival of their guest, they have to visit another platform to search for phone number. They can search by last name/e-mail address/office room/department.
Currently there are 3 main platforms used by the reception desk.
First one to register guests or access card issued for employees. If the receptionist wants to inform the host about arrival of their guest, they have to visit another platform to search for phone number. They can search by last name/e-mail address/office room/department.
Currently there are 3 main platforms used by the reception desk.
First one to register guests or access card issued for employees. If the receptionist wants to inform the host about arrival of their guest, they have to visit another platform to search for phone number. They can search by last name/e-mail address/office room/department.
Desktop Research
Desktop Research
Desktop Research
Identifying reference points on sites like Notion, Znany Lekarz, Booking.com, and AirBnB helped me draw conclusions on how to improve the reception application.
By combining the strengths from these benchmarked platforms and addressing their weaknesses, I couldc design a streamlined, user-friendly reception desk app that efficiently handles check-ins, bookings, and visitor management.
Identifying reference points on sites like Notion, Znany Lekarz, Booking.com, and AirBnB helped me draw conclusions on how to improve the reception application.
By combining the strengths from these benchmarked platforms and addressing their weaknesses, I couldc design a streamlined, user-friendly reception desk app that efficiently handles check-ins, bookings, and visitor management.
Identifying reference points on sites like Notion, Znany Lekarz, Booking.com, and AirBnB helped me draw conclusions on how to improve the reception application.
By combining the strengths from these benchmarked platforms and addressing their weaknesses, I couldc design a streamlined, user-friendly reception desk app that efficiently handles check-ins, bookings, and visitor management.
Takeaways
Prioritize simplicity and speed:
Focus on a clean, intuitive interface with fast access to essential functions like check-ins, desk availability, and meeting room bookings.
Enable personalization:
Learn from Airbnb’s and Notion’s personalization features by allowing the app to remember user preferences for a seamless experience.
Prioritize simplicity and speed:
Focus on a clean, intuitive interface with fast access to essential functions like check-ins, desk availability, and meeting room bookings.
Enable personalization:
Learn from Airbnb’s and Notion’s personalization features by allowing the app to remember user preferences for a seamless experience.
Prioritize simplicity and speed:
Focus on a clean, intuitive interface with fast access to essential functions like check-ins, desk availability, and meeting room bookings.
Enable personalization:
Learn from Airbnb’s and Notion’s personalization features by allowing the app to remember user preferences for a seamless experience.
Integrate real-time data and notifications:
Incorporate features like real-time desk/room availability and automatic notifications or reminders for meetings, as seen on platforms like Znanylekarz.
Optimize the search experience:
Build a robust, fast search feature akin to Notion or Booking.com, enabling users to quickly find what they need.
Integrate real-time data and notifications:
Incorporate features like real-time desk/room availability and automatic notifications or reminders for meetings, as seen on platforms like Znanylekarz.
Optimize the search experience:
Build a robust, fast search feature akin to Notion or Booking.com, enabling users to quickly find what they need.
Integrate real-time data and notifications:
Incorporate features like real-time desk/room availability and automatic notifications or reminders for meetings, as seen on platforms like Znanylekarz.
Optimize the search experience:
Build a robust, fast search feature akin to Notion or Booking.com, enabling users to quickly find what they need.
User Research
User Research
User Research
To understand the real-world challenges and needs of both reception staff and employees, in order to identify opportunities for improving the reception desk workflow and overall meeting experience I focused on their daily workflows, pain points, time constraints, and emotional responses during high-pressure scenarios like guest arrivals and last-minute meeting prep.
Understanding how people actually work—not just how systems are supposed to work—reveals gaps in usability, inefficiencies, and unmet needs. This foundation ensures the redesign is based on real behavior, not assumptions.
To understand the real-world challenges and needs of both reception staff and employees, in order to identify opportunities for improving the reception desk workflow and overall meeting experience I focused on their daily workflows, pain points, time constraints, and emotional responses during high-pressure scenarios like guest arrivals and last-minute meeting prep.
Understanding how people actually work—not just how systems are supposed to work—reveals gaps in usability, inefficiencies, and unmet needs. This foundation ensures the redesign is based on real behavior, not assumptions.
To understand the real-world challenges and needs of both reception staff and employees, in order to identify opportunities for improving the reception desk workflow and overall meeting experience I focused on their daily workflows, pain points, time constraints, and emotional responses during high-pressure scenarios like guest arrivals and last-minute meeting prep.
Understanding how people actually work—not just how systems are supposed to work—reveals gaps in usability, inefficiencies, and unmet needs. This foundation ensures the redesign is based on real behavior, not assumptions.
User Journey Map
Receptionist
Receptionist
Receptionist
Expectations
Expectations
Expectations
Scenario: Anna, the receptionist, needs to register multiple guests arriving for a meeting. She wants the experience for them to be as professional as it can be.
Scenario: Anna, the receptionist, needs to register multiple guests arriving for a meeting. She wants the experience for them to be as professional as it can be.
Scenario: Anna, the receptionist, needs to register multiple guests arriving for a meeting. She wants the experience for them to be as professional as it can be.
Positive welcoming guests
Smooth registration of multiple guests
Ability to contact employee about arrival
Positive welcoming guests
Smooth registration of multiple guests
Ability to contact employee about arrival
Positive welcoming guests
Smooth registration of multiple guests
Ability to contact employee about arrival
Tasks
A. Welcome guests
B. Fill in guest details one by one in the system
C. Fill in host details for each visit
D. Give a badge
Tasks
A. Welcome guests
B. Fill in guest details one by one in the system
C. Fill in host details for each visit
D. Give a badge
Tasks
A. Welcome guests
B. Fill in guest details one by one in the system
C. Fill in host details for each visit
D. Give a badge
User emotions
Stress about unexpected guests
Pressure about fast service
Frustration as there are a lot of guests to register
User emotions
Stress about unexpected guests
Pressure about fast service
Frustration as there are a lot of guests to register
User emotions
Stress about unexpected guests
Pressure about fast service
Frustration as there are a lot of guests to register
User emotions
Frustrated with additional steps required
Stressed due to lack of contact from the host
User emotions
Frustrated with additional steps required
Stressed due to lack of contact from the host
User emotions
Frustrated with additional steps required
Stressed due to lack of contact from the host
User emotions
Neutral, if everything is prepared
Irritation, if last-minute refreshments are needed. Receptionist needs to disrupt an in-progress meeting
User emotions
Neutral, if everything is prepared
Irritation, if last-minute refreshments are needed. Receptionist needs to disrupt an in-progress meeting
User emotions
Neutral, if everything is prepared
Irritation, if last-minute refreshments are needed. Receptionist needs to disrupt an in-progress meeting
User emotions
Relief, they can focus on current and upcoming tasks
User emotions
Relief, they can focus on current and upcoming tasks
User emotions
Relief, they can focus on current and upcoming tasks
Area to improve
Handling multiple guests can be more efficient to save time
Area to improve
Handling multiple guests can be more efficient to save time
Area to improve
Handling multiple guests can be more efficient to save time
Area to improve
Exploring easier alternatives for contacting employees
Area to improve
Exploring easier alternatives for contacting employees
Area to improve
Exploring easier alternatives for contacting employees
Area to improve
Meeting requests should be provided before the meeting
Area to improve
Meeting requests should be provided before the meeting
Area to improve
Meeting requests should be provided before the meeting
Area to improve
Possibility of different way of registering keys/cards handover
Area to improve
Possibility of different way of registering keys/cards handover
Area to improve
Possibility of different way of registering keys/cards handover
Tasks
A. Switch to different website
B. Search for employee number
C. Call and inform host (if there’s phone number*)
D.* Ask guest about different host
Tasks
A. Switch to different website
B. Search for employee number
C. Call and inform host (if there’s phone number*)
D.* Ask guest about different host
Tasks
A. Switch to different website
B. Search for employee number
C. Call and inform host (if there’s phone number*)
D.* Ask guest about different host
Tasks
A. Wait for the host
B. The host asks for some last-minute refreshments
C. Receptionist needs to leave desk to prepare refreshments
Tasks
A. Wait for the host
B. The host asks for some last-minute refreshments
C. Receptionist needs to leave desk to prepare refreshments
Tasks
A. Wait for the host
B. The host asks for some last-minute refreshments
C. Receptionist needs to leave desk to prepare refreshments
Tasks
A. Host picks up guests
B. Host recives key to the room
C. Anna registers key handover with the same form as registering guests
Tasks
A. Host picks up guests
B. Host recives key to the room
C. Anna registers key handover with the same form as registering guests
Tasks
A. Host picks up guests
B. Host recives key to the room
C. Anna registers key handover with the same form as registering guests
Employee
Employee
Employee
Expectations
Expectations
Expectations
Scenario: Thomas, the employee, needs to book a conference room for his upcoming meeting. He wants to make sure that it will run smoothly.
Scenario: Thomas, the employee, needs to book a conference room for his upcoming meeting. He wants to make sure that it will run smoothly.
Scenario: Thomas, the employee, needs to book a conference room for his upcoming meeting. He wants to make sure that it will run smoothly.
Booking the suitable room
Having refreshments during meeting
Closing the deal
Booking the suitable room
Having refreshments during meeting
Closing the deal
Booking the suitable room
Having refreshments during meeting
Closing the deal
Tasks
A. Visit website to book room
B. Pick the date of meeting
C. Select conference room
Tasks
A. Visit website to book room
B. Pick the date of meeting
C. Select conference room
Tasks
A. Visit website to book room
B. Pick the date of meeting
C. Select conference room
Tasks
A. Clicks on cell with meeting start time
B. Picks start and end hour
C. Types in the meeting title and leaves the detailed description empty
Tasks
A. Clicks on cell with meeting start time
B. Picks start and end hour
C. Types in the meeting title and leaves the detailed description empty
Tasks
A. Clicks on cell with meeting start time
B. Picks start and end hour
C. Types in the meeting title and leaves the detailed description empty
Tasks
A. Recives a call from reception
B. Gives information about number of people attending, need of refreshements
C. Asks for parking reservation for guests
Tasks
A. Recives a call from reception
B. Gives information about number of people attending, need of refreshements
C. Asks for parking reservation for guests
Tasks
A. Recives a call from reception
B. Gives information about number of people attending, need of refreshements
C. Asks for parking reservation for guests
Tasks
A. Receives multiple disruptive calls they cannot answer right now from reception about guests arrival
B. Picks up the phone and confirms they will be there soon
C. Welcomes guests
D. Takes the key to the conference room from booking desk
E . Starts meeting
Tasks
A. Receives multiple disruptive calls they cannot answer right now from reception about guests arrival
B. Picks up the phone and confirms they will be there soon
C. Welcomes guests
D. Takes the key to the conference room from booking desk
E . Starts meeting
Tasks
A. Receives multiple disruptive calls they cannot answer right now from reception about guests arrival
B. Picks up the phone and confirms they will be there soon
C. Welcomes guests
D. Takes the key to the conference room from booking desk
E . Starts meeting
User emotions
Confused, not sure which room will be suitable for the amount of people attending and what equipment it has
User emotions
Confused, not sure which room will be suitable for the amount of people attending and what equipment it has
User emotions
Confused, not sure which room will be suitable for the amount of people attending and what equipment it has
User emotions
Satisfied with having a conference room booked
User emotions
Satisfied with having a conference room booked
User emotions
Satisfied with having a conference room booked
User emotions
Surprise and irritation as they have to stop their work and give details
Anxious whether they forgot about something more
User emotions
Surprise and irritation as they have to stop their work and give details
Anxious whether they forgot about something more
User emotions
Surprise and irritation as they have to stop their work and give details
Anxious whether they forgot about something more
User emotions
Angry somebody interrupts important task
Relieved everything is ready for the meeting
User emotions
Angry somebody interrupts important task
Relieved everything is ready for the meeting
User emotions
Angry somebody interrupts important task
Relieved everything is ready for the meeting
Area to improve
Conference room’s capacity and equipment should be clearer
Area to improve
Conference room’s capacity and equipment should be clearer
Area to improve
Conference room’s capacity and equipment should be clearer
Area to improve
Changing booking form to more readable
Area to improve
Changing booking form to more readable
Area to improve
Changing booking form to more readable
Area to improve
Making sure that the booking process they made is fully complete beforehand
Area to improve
Making sure that the booking process they made is fully complete beforehand
Area to improve
Making sure that the booking process they made is fully complete beforehand
Area to improve
Confirmation about guests should be more automated without need of many calls
Area to improve
Confirmation about guests should be more automated without need of many calls
Area to improve
Confirmation about guests should be more automated without need of many calls
Piotr, 39
developers’ team leader
Piotr, 39
developers’ team leader
Motivations
Motivations
Keep positive atmosphere during the meeting
Deep focus on high-priority tasks
Anxious about additional administrative steps
Keep positive atmosphere during the meeting
Deep focus on high-priority tasks
Anxious about additional administrative steps
Goals
Goals
Ensure his meeting runs smoothly
Book conference room in an efficient and understandable way
Closing the deal with potential client
Ensure his meeting runs smoothly
Book conference room in an efficient and understandable way
Closing the deal with potential client
Frustrations
Frustrations
Lack of knowledge which conference room will be suitable for the meeting
Afraid to find out some room setup is unavailable in particular room
Spending additional time answering the reception desk’s questions
Lack of knowledge which conference room will be suitable for the meeting
Afraid to find out some room setup is unavailable in particular room
Spending additional time answering the reception desk’s questions
Employee Problem Statement: "I am an employee trying to book a meeting room efficiently and provide the right details. However, the system is unclear and often leads to missing or incorrect information, because the process lacks prompts to ensure I select the correct meeting type. This makes me feel frustrated and concerned about potential miscommunication with reception."
Employee Problem Statement: "I am an employee trying to book a meeting room efficiently and provide the right details. However, the system is unclear and often leads to missing or incorrect information, because the process lacks prompts to ensure I select the correct meeting type. This makes me feel frustrated and concerned about potential miscommunication with reception."
Employee Problem Statement: "I am an employee trying to book a meeting room efficiently and provide the right details. However, the system is unclear and often leads to missing or incorrect information, because the process lacks prompts to ensure I select the correct meeting type. This makes me feel frustrated and concerned about potential miscommunication with reception."
Pola, 25
recepcionist
Pola, 25
recepcionist
Motivations
Motivations
Desire for organized workflow
She always wants to be prepared beforehand
Look as professional as other employees who have important meetings
Desire for organized workflow
She always wants to be prepared beforehand
Look as professional as other employees who have important meetings
Goals
Goals
Keep focus on important tasks
Having all details in one place
Need of fast and guest-focused service
Keep focus on important tasks
Having all details in one place
Need of fast and guest-focused service
Frustrations
Frustrations
Too much time spend on clarifying details with employees
Distraction from repeatedly registering multiple guests in short time
Doesn’t like unexpected visits requiring to stop current tasks
Too much time spend on clarifying details with employees
Distraction from repeatedly registering multiple guests in short time
Doesn’t like unexpected visits requiring to stop current tasks
Receptionist Problem Statement: "I am
a receptionist trying to quickly register guests and prepare for their arrival. I often need to send follow-up emails to employees, because the meeting details provided are incomplete or incorrect. This makes me feel stressed and pressured, especially when preparing for last-minute changes."
Receptionist Problem Statement: "I am
a receptionist trying to quickly register guests and prepare for their arrival. I often need to send follow-up emails to employees, because the meeting details provided are incomplete or incorrect. This makes me feel stressed and pressured, especially when preparing for last-minute changes."
How Might We
How Might We
I began by identifying key user pain points through research and usability analysis. These problems were synthesized into actionable insights, revealing underlying needs and opportunities. From there, I framed each insight as a "How Might We" question and selected three leading ones to guide and focus my solution brainstorming.
I began by identifying key user pain points through research and usability analysis. These problems were synthesized into actionable insights, revealing underlying needs and opportunities. From there, I framed each insight as a "How Might We" question and selected three leading ones to guide and focus my solution brainstorming.
Leading How Might We questions and generated ideas:
Leading How Might We questions and generated ideas:
How might we make the registration process quick and efficient that the reception desk is happy with?
How might we make the registration process quick and efficient that the reception desk is happy with?
How might we support employees with bookings they make to feel more confident about?
How might we support employees with bookings they make to feel more confident about?
How might we ensure accurate and positive communication between the reception team and meeting organizers?
How might we ensure accurate and positive communication between the reception team and meeting organizers?
I used MoSCoW method to prioritize brainstormed ideas where to start based on importance and feasibility analysis in order to focus my effort on the highest-priority features that directly address user pain points. Such prioritization helped me maximize the project’s impact while staying within constraints.
I used MoSCoW method to prioritize brainstormed ideas where to start based on importance and feasibility analysis in order to focus my effort on the highest-priority features that directly address user pain points. Such prioritization helped me maximize the project’s impact while staying within constraints.
I used MoSCoW method to prioritize brainstormed ideas where to start based on importance and feasibility analysis in order to focus my effort on the highest-priority features that directly address user pain points. Such prioritization helped me maximize the project’s impact while staying within constraints.
Final Design - first look
Final Design - first look
Final Design - first look
This stage of the project is still in progress. At this moment, I have focused on the interface on the reception side. Here’s a little sneak peek of what I have managed to create so far.
This stage of the project is still in progress. At this moment, I have focused on the interface on the reception side. Here’s a little sneak peek of what I have managed to create so far.
This stage of the project is still in progress. At this moment, I have focused on the interface on the reception side. Here’s a little sneak peek of what I have managed to create so far.
Before
Before
After
After
Increased efficiency through reduced clicks. User can now add multiple guests at once using group visits.
Increased efficiency through reduced clicks. User can now add multiple guests at once using group visits.
Adding a new conference room reservation has become clearer. The employee knows what to expect from the room and informs the reception about their needs at the very start.
Adding a new conference room reservation has become clearer. The employee knows what to expect from the room and informs the reception about their needs at the very start.
Before
Before
After
After
A clear distinction between employees and guests allows to quickly locate necessary data. Recording issued keys becomes easier not only due to the colour coding but also thanks to the ability to remove individual items.
A clear distinction between employees and guests allows to quickly locate necessary data. Recording issued keys becomes easier not only due to the colour coding but also thanks to the ability to remove individual items.
Hungry for more?
See my other projects!
Happy Jungle
e-commerce website
case study
Animalo
mobile app
case study
Hungry for more?
See my other projects!
Hungry for more?
see my other projects!