Transforming Reservations

Problem Statement

Managing large group reservations was an overwhelming process for users and a logistical headache for businesses. From confusing communication flows to disjointed booking experiences, users often experienced frustration that led to abandoned reservations. My role was to streamline this process, making it easy to manage reservations while improving operational efficiency.

Research

I conducted comprehensive user research, combining qualitative interviews and surveys of users and staff. To gain deeper insights, I created a detailed user journey map, helping me understand user expectations and pinpoint key friction points in the reservation process. This map revealed communication breakdowns between group leaders and staff, unclear booking processes, and a lack of tools for real-time changes. Quantitative data confirmed that users were abandoning the booking process midway due to confusion, further validating these findings.

Collaboration with Engineers

I collaborated closely with engineers to develop a technically feasible solution. By building real-time messaging features and automating key steps in the reservation process, we reduced the operational workload while ensuring that user needs were met. Iterative feedback loops allowed us to refine the prototype, ensuring the functionality worked as intended for both users and staff.

Solution & Design Process

To streamline group reservations, I took charge of designing an intuitive, easy-to-navigate dashboard that gave staff the tools to manage large group bookings more effectively.

Easy Reservation Management: Upcoming Reservations List

I prioritized displaying upcoming reservations in a clean, accessible format. This list allows staff to see upcoming group reservations at a glance, improving communication between staff members and reducing the likelihood of missed or mishandled bookings.

Quick Customer Updates: Reservation Pop-Up

The design included a reservation pop-up that enabled staff to quickly update customer details or reservation statuses. By making this information easily editable and accessible, the dashboard improved visibility into last-minute changes, making real-time adjustments much simpler and more efficient.

Efficient Customer Management: Customer Information Page

I also redesigned the customer information page to allow staff to update reservation details, edit customer profiles, and send quick messages. This streamlined communication improved both the accuracy and speed of handling group reservations. Additionally, the page automated the collection of necessary group reservation information, minimizing human error.

Customizable Restaurant Settings: Settings Page

To prevent scheduling conflicts, I designed a settings page that allowed staff to update restaurant hours, closing days, and other operational details. This feature improved operational transparency and gave staff a clear view of upcoming events, ensuring they could manage reservations without overbooking or schedule conflicts.

Throughout the design process, I collaborated closely with engineers to create functional prototypes. By iterating on feedback from stakeholders and staff, we optimized the dashboard to ensure it met the needs of both the restaurant and its customers.

Business Impact

A 40% reduction in time spent managing reservations. This efficiency gain would significantly reduce user frustration and enable staff to focus on higher-value tasks, improving the overall group booking experience.