Ancillary platform for
hotel operation
I built a 0-to-1 platform that streamlined workflows for both hotel frontline workers.
Ancillary platform for
hotel operation
I built a 0-to-1 platform that streamlined workflows for both hotel frontline workers.
Ancillary platform
for hotel operations
Data centralizaiton
Enterprise platform
I built a 0-to-1 platform that streamlined workflows for both hotel frontline workers.
Key results
Key results
2.36 min
2.36 min
2.36 min
Median service creation was ~5 min
Reduce assessment time to boost the review efficiency.
Median service creation was ~5 min
This also means reducing the guest’s waiting time for the service they need.
4.6
4.6
4.6
CSAT
CSAT
CSAT
Increased from 3.7→ 4.6
Control risk levels to eliminate losses.
Increased from 3.7→ 4.6
3 of 10 end-users shared that the platform felt intuitive and easy to use.
KEY RESULTS
RESEARCH
Survey + Shadowing
he team surveyed a cross-section of General Managers, Operations Managers, and Hospitality Supervisors across Sonder’s global markets. To understand:
Current workflows for key ancillary services.
Tooling and data challenges.
Future needs and desired platform capabilities.
cHALLENGE
No single source of truth for guest services
Fragmented tools caused inconsistent service fulfillment, no real-time visibility, and unclear guest communication, with no unified system for payments or service history.
GOAL
Standardize ancillary workflows to reduce manual effort and deliver a seamless guest experience worldwide.
RESEARCH
Survey + Shadowing
Survey + Shadowing
Current workflows for key ancillary services
Tooling and data challenges
Future needs and desired platform capabilities
CHALLENGE
No single source of truth for guest services
Fragmented tools caused inconsistent service fulfillment, no real-time visibility, and unclear guest communication, with no unified system for payments or service history.
GOAL
Standardize ancillary workflows to reduce manual effort and deliver a seamless guest experience worldwide.
GOAL
Standardize ancillary workflows to reduce manual effort and deliver a seamless guest experience worldwide.
Option 1
Engineering difficulties in determining height when content length changed.
4 out of 10 users felt unsure whether clicking would immediately complete the order, and 2 out of 10 were uncertain whether the order was actually completed afterward.
EXPLORATION
Option 2
The slowest option for completing the task.
PMs feedback from the cross-team review indicated that this would not set us apart from competitors.
Doesn’t align with Sonder’s internal tool date-selection UX patterns.
Option 3
Final solution refined through three rounds of engineering, product and end-user feedback
Received positive feedback during design critiques.
After Maze prototype validation, we achieved a 9/10 satisfaction rating from end users.
SHIPPED mVP SOLUTION
DASHBOARD SOLUTION
Hotel staff can quickly see ancillary service availability and guest booking status at a glance on the dashboard.
UNIFIED SERVICE CREATION FLOW
Now all services handled in one standardized workflow and automatically synced to the right systems.
RECONFIRMATION BEFORE ADDING FOLIO
Connect folio management to Opera PMS to eliminate separate logins and manual amount entry.
A SINGLE PLACE TO VIEW ALL ORDERS
Viewing orders, sending confirmations via email, or canceling can now be done in just 2 or 3 clicks.
Next project
IDEATIONS
Design explorations with usability testing
Design explorations with usability testing
Option 1
Engineering difficulties in determining height when content length changed.
Engineering difficulties in determining height when content length changed.
4 out of 10 users felt unsure whether clicking would immediately complete the order, and 2 out of 10 were uncertain whether the order was actually completed afterward.
4 out of 10 users felt unsure whether clicking would immediately complete the order, and 2 out of 10 were uncertain whether the order was actually completed afterward.
Option 1
Option 2
The slowest option for completing the task.
The slowest option for completing the task.
PMs feedback from the cross-team review indicated that this would not set us apart from competitors.
PMs feedback from the cross-team review indicated that this would not set us apart from competitors.
Doesn’t align with Sonder’s internal tool date-selection UX patterns.
Doesn’t align with Sonder’s internal tool date-selection UX patterns.
Option 2
Option 3
Final solution refined through three rounds of engineering, product and end-user feedback
Final solution refined through three rounds of engineering, product and end-user feedback
Received positive feedback during design critiques.
Received positive feedback during design critiques.
After Maze prototype validation, we achieved a 9/10 satisfaction rating from end users.
After Maze prototype validation, we achieved a 9/10 satisfaction rating from end users.
Option 3
VALIDATION
10
participants
8
testings
8.5/10
overall usability score
VALIDATION
10
participants
8
Testings
8.5/10
overall usability score
RELEASED MVP SOLUTION
DASHBOARD SOLUTION
Hotel staff can quickly see ancillary service availability and guest booking status at a glance on the dashboard.
UNIFIED SERVICE CREATION FLOW
Now all services handled in one standardized workflow and automatically synced to the right systems.
UNIFIED SERVICE CREATION FLOW
Now all services handled in one standardized workflow and automatically synced to the right systems.
FOLIO MANAGEMENT
All tasks can be completed on one platform, eliminating separate logins and manual amount entry.
A SINGLE PLACE TO VIEW ALL ORDERS
Viewing orders, sending confirmations via email, or canceling can now be done in just 2 or 3 clicks.
Next project
HOSPITALITY • CUSTOMER-FACING SITES
HOTEL • CUSTOMER-FACING SITES
Delivered a seamless Sonder × Marriott cross-system guest journey
Delivered a seamless Sonder × Marriott cross-system guest journey
HOSPITALITY PLATFORM
HOSPITALITY PLATFORM
Cut $2.8M in operational costs by building up a risk review platform
Cut $2.8M in operational costs by building up a risk review platform