"myHotel" **is the top leader software of hotels' guest feedback in LATAM. They planned to create a new product that could help hotels' employees to create, solve and manage cases associated with guests' feedback during and after the stay.

Challenge

To design a system for hotel managers and employees that helps them create and manage cases to improve their NPS metrics.

My role

• Interaction Designer.
• Visual Designer.

Understanding the problems

User + Business Needs

This product aims to provide customers with the ability to resolve "cases" associated with responses from guests (or others) from surveys, orders, pre-check-ins, and online reviews. In this way, we provided clients with a tool to order cases through a Ticketing-type system and be notified by email once updated.

Requirements Specifications.

This module will be integrated with other products in the fidelity suite platform, so we should add a "create case" option in the following products:

• Surveys
• Reviews
• PreStay Orders
• Hotel new pre-check-in

We were competing with top leaders software companies on other continents, so we need to stand out in the industry.

MVP Creation

We had a brainstorming session to create a workable MVP (Phase 1). I make an affinity map to order these ideas while we were in the session.

We define three modules for this initial MVP:

• Case Logic (properties)
• Management
• Notifications

The filters section stands out in this part, and this is because we have to give users total control of their cases.