The current aging property system was run on-premise — requiring in-field visits for maintenance. Additionally, its dated interface acted as a burden to new staff onboarding, day-to-day operations and the customer experience.
The client looked to re-platform the property system in order to reduce the costs of upkeep. Fjord was brought on to develop a product strategy, roadmap and solution architecture for the new platform based on hotel staff and guest needs.
I served as the I served as the design lead, responsible for activities and outputs across, discovery, co-creation and alignment and solution development. The project as a whole took shape across 14 weeks, with the first 5 weeks focused on discovery and the last 8 weeks focused on solution development. I had the support of an account lead, a project manager and a team of 3 service designers. A strategy director also lent support, providing guidance as needed.
A leader in the hospitality industry manages more than 5,000 properties across more than 100 countries. At the heart of each property is a property management system that coordinates tasks for front desk operations and housekeeping staff.