The redesign of the Hilton Property Management System (PMS) is an integral part of changing the way all 13 Hilton brands around the world interacted with their primary interface on a daily basis. It is the system used for everything from reservations and guest relations to housekeeping and maintenance to managing finances. Below is the first module undertaken, Room Maintenance, which would later be expanded upon to incorporate other, more complex modules and services.
Role: UX / UI Designer
Software: Sketch, InVision, After Effects
Next-Gen PMS: Room Maintenance
The room maintenance module of the new PMS was designed with two groups of users in mind: housekeeping attendants and maintenance workers, and then housekeeping managers and any other hotel roles that would have equal levels of access. The first user group need to focus on a much more narrow list of tasks to perform their jobs than the second group. The main goals with this module were to streamline the task workflow for each role and make cleaning, fixing, and managing rooms and attendants as convenient as possible.
Mobile-First: Attendants and Maintenance
This group of users would not only a more narrow spectrum of room tasks, but it would also be most convenient for them to manage their duties and communication via a mobile device. The mobile-first approach to this module not only made great sense as a general strategy, but would also be the target resolution for housekeepers and maintenance workers.
Progressive Enhancement: Management
The second group of users would need to perform more high-level tasks and well as everything established in the first user group. They would also not be on a mobile-device, but rather a tablet or even a desktop computer. Based off of what had already been established on the mobile screens, visual and interaction design could be expanded upon given the extra screen real estate and processing power to include more advanced features.
One of the main features focused on was an interactive dashboard that gave an overview at the various room maintenance sections and provided interactions to quickly view or edit room statuses, attendant assignments, and maintenance progress.
Interactions & Design Methods
Many of the design elements and interactions were in line with Google's Material Design Principles (although some a slight variation), others were just custom. Other aesthetic choices used some of the 'Complextion Reduction' methodology - keeping screenflows as simple as possible and using select, vibrant colors on key interactions around other bold, grayscale elements.
Transitions and animations align mostly with Material Design, moving key elements around in a subtle way that stresses context on interactions rather than flash.
Progressive enahancement takes some of the simpler, mobile workflows that attendants and maintenance use and adds features, while maintaining design standards.
After launching working protoypes of the designs above, housekeepers, maintenance workers, and management would be used to test assumptions and workflows implemented to iterate on the room maintenance module, while working on the beginning stages of other modules to be integrated.