Areas : speculative design , design fiction, experience design, system design , data driven ,
social internet of things , predictive learning , ethics of technology , Governance of AI ,
Human centred AI ( HAI), Philosophy, sociology.
Areas : speculative design , design fiction, experience design, system design , data driven ,
social internet of things , predictive learning , ethics of technology , Governance of AI ,
Human centred AI ( HAI), Philosophy, sociology.
Prototypes
Prototypes
OYO Hotels & Homes, a young global hotel startup,
today is the world’s leading chain of hotels, homes, and spaces. The portfolio combines fully operated real estate comprising more than 43,000 hotels with over 1 million rooms. Through its vacation homes business, the company offers travellers and city dwellers access to over 130,000 homes around the world. OYO today operates in over 800 cities in 80 countries.
OYO Hotels & Homes, a young global hotel startup,
today is the world’s leading chain of hotels, homes, and spaces. The portfolio combines fully operated real estate comprising more than 43,000 hotels with over 1 million rooms. Through its vacation homes business, the company offers travellers and city dwellers access to over 130,000 homes around the world. OYO today operates in over 800 cities in 80 countries.
Areas : Human computer interaction , user experience research .
Design research.
My role & responsibility
About oyorooms
OYO Hotels & Homes, a young global hotel startup,
today is the world’s leading chain of hotels, homes, and spaces. The portfolio combines fully operated real estate comprising more than 43,000 hotels with over 1 million rooms. Through its vacation homes business, the company offers travellers and city dwellers access to over 130,000 homes around the world. OYO today operates in over 800 cities in 80 countries.
I was appointed as UX researcher
Enhance the experience of hotel management suite (HMS)
Since the portfolio of Oyorooms is very vast, I scoped my
research to the Oyo townhouses in Gurugram and south Delhi.
Team & engagement
I was reporting product manager of HMS and design lead
of my team.
Hotel management system ( HMS )
Overview:
Hotel management system is suite of softwares
designed to operate/automate the management
system in a hotel. At oyorooms, hotel management
system has three offerings, the HMS tablet app,
Kitchen mobile app & housekeeping mobile app.
Few features of the HMS system.
-
Simplify operations, maximize revenue & do more with hotel property management system.
-
Leverage web-booking engine and drive more commission-free direct bookings.
-
Dynamic pricing. Data driven price predictions.
-
Automate the process of inventory distribution across OTAs, avoid over bookings
-
Gamification. Ranking system for all properties.
-
Keep track of KPIs on hotel performance and take fact- based insightful decision.
-
Streamline housekeeping.Create and assign tasks to housekeeping staff. Manage your rooms from single dashboard.
-
Smart front desk .Simplify all your front desk tasks including reservations from a central dashboard
Understanding the HMS system:
Problem statement
Primary research
Enhance the user experience of HMS suite of software.
HMS ( Hotel management suite ) runs in Oyo's flagship and
partner properties. The product was in use by more 500 +
hotels. In the span of my internship, I had to conduct thorough experience research on software products.
The goal was to map the user's daily journeys to the software and verify if the software is able to assist efficiently, If not what are issues to be solved and improvements to make to the HMS suite to enhance the experience.
Since the portfolio of Oyo rooms is very vast, I scoped my
research to the Oyo townhouses in Gurugram and south Delhi.
Primary research began with my visit to the
oyo townhouses.I began visiting one townhouse
for a week, understand the operations from
the hotel managers, sometimes assist them
to. Observing, shadowing the operations
and activities.
I took long interviews of hotel managers ,
housekeeping staff to understand them in depth.
Research tools
1. Participant observation
2. Shadowing
3. One-to-one interviews.
4. Partial ethnographic approach.
Primary research :
Prioritized actors in the system :
System Flows,User journeys,
painpoints,touch points
Hotel Manager Journey
GRA( House keeper ) user journey
Task completion timer doesn't
have any voice alarm or
assistant. User wouldn't know
his task timings.
System generated tasks
doesn't match tasks which
needs to be done.
System flows: Operations
Research Analysis
Based on the user journeys and user interviews, we mapped out the pain points and touch points.
We mapped out few metaphors which were used by the hotel manager and his assistance most of the time during the work hours.
These metaphors are the most important issues which the hotel manager and his staff cares for.
As an underlying fact these metaphors also reflects the situation in their lives.
Primarily we wanted to map out the pain points and
touch points facing by the Hotel Manager, then
address the issues.
Opportunity mapping
The Onion ring exercise was executed along with the
hotel manager. The exercise was done to prioritize
all the pain points and issues he faces
in his day-to-day. The inner most
circle grabbed the most painful
Experience outcomes
Conclusion/ Analysis of the system
actions performed
upon real world.
once action is performed,
then registered in
HMS system, to create an effect as if the task was generated by the system.
Current system: oyoroom rooms operations/automation
Step I
Step II
Ideal system:
The automation/
operation system
should be here.
Actions getting registered/ instructed
through system.
Step I
Step II
actions performed
upon real world.
Step III
receive
feedback on
action execution.
register in
system.
Heurestic Evaluation :
