I redesigned 3 legacy applications through a unified design system to create a seamless, cohesive and enhanced user experience across Cendyn's suite of applications.
Timeline
Feb 2021 - Nov 2022
My Role
Product Design
Deliverables
High Fidelity Flows, Prototypes, Product Mockups, Process
CONTEXT
Cendyn is a hospitality-focused technology company providing software solutions for hotels and resorts. They specialize in customer relationship management (CRM), guest engagement, data analytics, and marketing tools. Cendyn helps hotels optimize operations, personalize guest experiences, and drive customer loyalty through innovative technology. Their services enhance efficiency and elevate the overall guest satisfaction in the hospitality industry.
During my time at Cendyn as a Product Designer, I had the opportunity to work on the redesigning of three legacy applications, namely eNgage, B2B Sales Automation and Guestrev. I also worked on building and iterating a design system which helped us ensure cohesiveness across cendyn's suite of applications.
Engage Application
Engage is a comprehensive platform designed for hoteliers and hospitality businesses. It acts as a centralized hub to manage guest interactions, communications, and services efficiently. The application helps in automating personalized communications with guests before, during, and after their stay.
B2B Sales Automation
The B2B Sales Automation Application is targeted at streamlining and enhancing the sales process for businesses operating in the hospitality sector. It aids in managing client accounts, tracking sales opportunities, and ensuring smooth transactions and interactions with business clients.
Guestrev
Guestrev is a revenue management tool that assists hoteliers in optimizing room pricing and availability to maximize revenue. It's a critical tool in the hospitality industry, helping hotels adjust prices based on demand, seasonal variations, events, and other factors.
PROBLEM
Users found it challenging to navigate complex workflows and efficiently use the legacy applications. The interfaces also needed modern and appealing design.
SOLUTION AND IMPLEMENTATION
The redesign of legacy applications—Engage, B2B Sales Automation, and GuestRev—required a systematic and user-centric approach to ensure enhanced user experiences and improved functionality. The following steps outline the research and approach taken to achieve the redesign goals:
1. Creating and Refining Personas:
The project commenced with the creation and refinement of personas, tailored to each application's specific user base. Utilizing existing personas and crafting new ones allowed for a comprehensive understanding of user needs, behaviors, and preferences.
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2. Identifying Customer Pain Points:
Interview sessions with leadership and stakeholders were conducted to extract valuable insights and identify pain points experienced by users. Notes from these interviews formed a critical foundation for redesign decisions.
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3. Conducting Competitive Analysis:
A thorough competitive analysis was carried out to understand how similar applications addressed the identified pain points. This involved studying competitor solutions and best practices, enabling informed design decisions.
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4. Ideation and Low-Fidelity Mockups:
A collaborative ideation process was initiated to brainstorm creative solutions. Low-fidelity mockups were then developed using the new design system components, integrating innovative ideas and addressing pain points.
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5. Collaborative Iterations and Approval:
The design team collaborated to discuss and refine the low-fidelity mockups. Once approved, the designs were transformed into high-fidelity prototypes, ensuring that all user flows adhered to the new design system components.
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6. Feature Enhancement and Value Addition:
Throughout the design process, suggestions for additional features were made to enhance the applications' usability and overall value. This proactive approach garnered recognition and a nomination for bringing substantial value to the project.
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7. Design Handover and Support:
The finalized designs were handed over to the engineering team. Ongoing support was provided to clarify doubts and answer questions, ensuring a smooth transition from design to development.
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8. Design Quality Assessment and Implementation Collaboration:
After the handover, a comprehensive design quality assessment was conducted, evaluating the accuracy of the implemented design. Close collaboration with the engineering team ensured that the design was faithfully replicated in the final product.