Hotels Majestic
In Room App for Hotel Guest Rooms
A Case study 2012
Web Based App for Hotel Guest Rooms
The aim of this case study was to identify common errors in the hotel industry resulting from poor communication or a lack of automation. My goal was to develop a new software design to address these issues. To create a functional product that meets the needs of both the business and users, I conducted a thorough Research and exploration of daily operations, including their functions, requirements, and shortcomings. My main focus will be on introducing automated functionalities to improve customer satisfaction and reduce human errors.
Tools/Technologies: Opera Property Management System, Micros, Reserve System, Outlook, Photoshop, Visio, MS Office PowerPoint. MySQL.
Process: This case study focused solely on the planning, system analysis, requirements gathering, and system design phases within the System Development Life Cycle.
Summary
The Problem Statement
The hospitality industry encompasses a wide variety of fields, including restaurants, lodging, hotels, amusement parks, and other tourism-related businesses. These services typically involve providing food and accommodation to travelers and tourists.
Hospitality in definition is essentially the interaction between a host and a guest, wherein the host displays warmth, generosity, and kindness towards the guest. It is the act or practice of providing a welcoming environment and ensuring that the guest's needs are met.
In the hotel industry, there are multiple departments responsible for various functions, such as facility maintenance, housekeeping and laundry, food and beverage, security, and recreation and leisure. Effective hotel management requires reliable software and hardware systems, with the most essential software being the property management system (PMS). To better understand the challenges hotels face with technology, a case study examined the PMS deployed at a hotel and the functions of the hotel. The aim was to provide value and propose solutions to the problems encountered by the hotel.
Requirement Gathering
Requirement Gathering: The Investigation
To gather information about the operations and systems in use at a big hotel chain, I deployed mixed methods. These methods included conducting interviews with stakeholders such as
The Housekeeping Manager
Front Office Duty Manager
Head of Concierge.
The Engineering Order Taker.
The Goal of these interviews were to gather as much information about the current systems in use along with day to day operations of these departments.
In addition to the interviews, I conducted observational studies over a period of six months. I had the opportunity to understand up-close the problems faced in the current systems and the needs of the business. These studies helped me identify how technology could be used to overcome these problems
Requirement Gathering: Interviews
After Planning and Scheduling the 1-1 interviews. The most important topics that were discussed were:
Daily services provided by each department
Manual and automated functionalities of each department
Importance of interdepartmental communication
Frequency of errors resulting from miscommunication
Impact of errors on guest satisfaction and the business
The Outcome
After a thorough analysis of the interviews, the main insights obtained were as follows:
Guests expressed dissatisfaction with service delays
Requests were occasionally lost due to indirect communication channels. For instance, when a guest needs to fix their room's AC, they have to call the operator, who then contacts the maintenance order taker. The maintenance order taker then informs the maintenance personnel, adding it to their log or delegating it if unavailable.
Miscommunication or human error can result in lost or forgotten requests, particularly given a high volume of requests each day.
Interviews Insights
Based on the interviews conducted, the following activities were found to rely on manual procedures rather than automation:
Housekeeping Orders: Guests would call the housekeeping department to request room cleaning or the houseman would check the room to see if it needs cleaning.
Maintenance Orders: When guests encounter issues that require attention, they contact the Reception, Concierge, Operator, or Housekeeping departments. The respective department then notifies the relevant team responsible for addressing the issue, usually either the engineering or housekeeping department. An order taker in the relevant department takes charge of resolving the problem and provides an estimated time for fixing the issue to the guest.
Booking / Baby Sitting Services: When guests require a booking at a particular restaurant or need babysitting services, they can visit or call the Reception, Concierge, or Operator. The person handling the request will then communicate with the relevant department or person responsible for fulfilling the request and confirm with the guest.
Flight Confirmations, Billing, and Other Services: Guests would call reception or concierge to confirm flights, view bills or request other services, and the responsible person would handle their requests and confirm with them.
Inquiries about Restaurant, Excursions, Shuttle Bus, Transportation, or General Inquiries: Guests would call or visit the concierge or reception to inquire about dining options, transportation, excursions, or other services, and the responsible person would provide information and confirm any reservations.
Solution Design
The Proposed Solution.
Based on the requirement gathering insights, it was discovered that service delays and lost requests are common due to indirect communication channels. To address this issue, a proposed solution is to design a new web-based system that can automate common hotel tasks and facilitate guest requests. This can help to streamline guest requests and minimize guest complaints
An effective way to implement this system is by providing guests with an access code upon check-in, which will allow them to access a user interface that facilitates guest requests. The guest-specific information will be saved to a central database, and the User interface will be implemented in guest rooms.
This system can be designed to allow users to order manual services and view hotel-related information and facilities. According to my research, the current method of providing such information is through TV, but it would be much easier if it was implemented to a standalone guest service screen. Additionally, the system can include a functionality for suggestions and complaints, which can improve guest satisfaction by promptly addressing their concerns while they are still in the hotel.
Utilizing an AI/Virtual assistant for customer service can also be considered to book an appointment, reservation, and answer common queries to further improve service. Automating simple tasks through this system can enable hotel staff to provide faster service for guests and elevate hotel service to the next level.
Additional services that the system can offer include a platform for guests to submit their suggestions or complaints. This feature is expected to boost guest satisfaction as it allows prompt addressing of issues by the hotel staff while guests are still on the premises. Currently, guests receive surveys upon leaving the hotel or through third-party agencies. It is assumed that handling guest complaints while they are on-site would be more effective in preventing potential problems that could affect future guest satisfaction reports.
In addition to requesting housekeeping services at convenient times, there are several other useful functionalities that can be provided to hotel guests. These include maintenance services, newspaper delivery, restaurant reservations, babysitting services, and assistance with billing inquiries. By offering these services through a web-based system, guests can easily access and request them, resulting in a more efficient and enjoyable hotel experience.
Understanding Users
Understanding Users [ System Users & Their Characteristics]
Now that we uncovered the problem and proposed a solution, It's time to understand who we are building for.
The users of the new proposed solution will mainly consist of in-house hotel guests. Users can be categorized into five groups:
Non-English speaking users from different nationalities.
English speaking users from different nationalities.
Users who prefer automated services over manual ordering.
Users with limited computer and system knowledge.
Users with disabilities.
Designing for the Users
Designing for the Users
Based on our understanding of the five categories of users, the system will be designed to provide functionalities that are tailored to meet the needs of each group. This approach ensures that each user group can utilize the system to its full potential, enhancing their overall experience
Design for different Languages:
To accommodate the language preferences of the hotel's four most common nationalities, the system will offer flexibility in language options. Based on the assumption of these nationalities, the initial language options will include English, with plans to possibly introduce German, Russian, and Arabic in the future. This approach aims to enhance the guest experience by providing a user-friendly system that is accessible to a diverse group of guests.
Design for Ease of Usage:
The proposed hotel system aims to provide a user-friendly interface that is accessible to guests with varying levels of computer knowledge. To achieve this goal, the system will be designed with an easy-to-use interface. Additionally, a small manual or a quick video tutorial will be made available to guide guests through the system. This approach will ensure that all guests, regardless of their computer knowledge, can use the system without any difficulty.
Design for Disability
it is important for the proposed hotel system to provide functionalities tailored to meet the needs of different user groups including users with disabilities
For people with movement disabilities or those on wheelchairs, the user interface of the system displayed on either a computer screen, LCD screen or a tablet should be easy to use and maybe portable or placed at a decent height reachable to these users, which should be considered when setting up the systems in Accessible and handicapped rooms.
People with hearing or vision impairments: It is essential to provide a user-friendly interface with large defined buttons to help users with vision problems. It is also essential to test the proposed UI for vision impairments. In the future, the system might consider adding text-to-speech and speech-to-text recognition for guests with hearing or vision impairments
Functional Requirements
Functional Requirements
Now that we know the five categories of users we will be designing for. The system shall provide functionality that are useful to each of these group of Users.
Usability: Based on the proposed hotel system, there are several aspects that must be taken into account while designing the interface. These include accommodating different user groups, providing language flexibility, and considering disabilities such as movement disabilities and vision problems.
Language : the most important aspect, and the system will provide English as the main language since most users are expected to have knowledge of it. However, the system will also offer other language options such as German, Russian, and Arabic.
Use of the system: the system will feature a user-friendly interface, and no training will be required for users to use the system. If users have difficulty understanding the system, they can use the help provided or read the brief manual available in each guest room.
System Response Time: The system's response time should be fast, allowing users to undertake specific tasks quickly and efficiently.
Ease of Usage: the system should provide an easy-to-use graphical user interface (GUI) that is simple and self-explanatory. Special attention should be given to the use of colors and graphics to create a user-friendly environment. Large, defined buttons should be included to help users with vision problems. In the future, the system may consider adding text-to-speech and speech-to-text recognition for guests with hearing or vision impairments.
Reliability: To ensure reliability, the system must be kept up to date with accurate information displayed to the user. Regular maintenance of the connection between the system and the database is also necessary for up-to-date information. Keeping the database current is crucial for the system's dependability.
Performance: The system's response time must be optimal to prevent users from becoming frustrated and resorting to the previous manual system for service requests.
Security : To ensure user privacy and security, the system must require authentication to verify that only authorized individuals are accessing hotel services. The system should also exclude any confidential or sensitive information from being displayed on the application. This will help to safeguard user privacy and prevent unauthorized access to personal information.
Maintainability : The system should be designed to be adaptable to future changes, including the integration of new features into the application.
Mockups
Login Mockups
Homepage Mockups
Service Page mockups
System Design
( Prototype)
In this case study, I utilized Visio to create numerous diagrams and use cases. One of the diagrams I produced is an Activity Diagram that depicts Concierge Services.
Entity relationship diagram (ERD)
An ERD serves the purpose of visualizing the conceptual design of a system and depicting the relationships between various entities, such as customers, rooms, and bills, within a database. It is a valuable tool for identifying potential issues with the system's design and serves as a reference for developers and stakeholders throughout the development process. The goal of creating an ERD for the hotel system is to ensure that it meets the functional requirements of the project, which include concierge, maintenance, housekeeping, complaints/inquiries, hotel information, search, and billing services.
Testing ( Heuristic Evaluation)
Usability Evaluation (Heuristic Evaluation)
To test the interface prototypes for the project, a heuristic evaluation was conducted due to time and resource constraints. This evaluation was chosen over other usability methods because it provided a quick and efficient way to assess the design's validity without requiring a large number of users, unlike usability testing. the Goal was to method to quickly identify major issues in a user interface in a limited time frame?
The three chosen heuristics were from Jakob Neilsen's Usability Heuristics are :
The visibility of system status.
Matching the system with the real world.
User control and freedom.
System Evaluators:
Two evaluators were chosen to assess the system, one with advanced computer skills and the other with basic skills, due to time constraints and Nielsen's recommendation to test heuristics with a small number of evaluators, typically less than five, for better results. Users were given access to the interfaces and explained the system's purpose and typical users. They were then asked to assess the interface and identify any difficulties they encountered while using the system from their perspective.
Heuristic Evaluation Results:
The database contained pre-defined usernames and passwords for each user, and the test results are outlined below. Two evaluators assessed a total of seven prototype interfaces, but for the sake of brevity, only two heuristic evaluations will be included.
1
Welcome Page
Heuristic Evaluation
Evaluator One:
Visibility of system status: the first user did not report having any difficulty and expressed satisfaction in finding the about and contact page without logging in
Match between system and the real world: the user did not find any issues. However, the user suggested that the username field should be changed to match the data entered, such as using room number instead of username.
User Control and Freedom: No comments.
Evaluator Two:
Visibility of System status: Although the second user did not face any challenges while using the system, they suggested that the first interface should be given a name to clarify it as the welcome screen.
Match between the system and real world: The User didn’t find any difficulty however he wasn't very content that he can't access the page with minimal information input.
User Control and freedom: No Comments.
2
Concierge
Heuristic Evaluation
Evaluator One:
Visibility of system status: The first user did not encounter any issues as per the heuristic rule. However, he did mention that he was unable to identify the concierge page as there were no indicators to signify that he was on that page.
Match between system and the real world: No Problems were found.
User Control and Freedom: The user noted that in order to exit the system, they had to sign out and then sign back in, since there was no direct access to the welcome page.
Evaluator Two:
Visibility of System status: Evaluator two made a similar comment to Evaluator one. Additionally, they noted that they did not receive any message confirming that their email was successfully sent when using one of the services. However, they assumed it was sent because they were redirected to the homepage.
Match between the system and real world: No comments.
User Control and freedom: There is no reset button available to delete the required details, so they have to be manually deleted instead.
Conclusion
Based on the evaluations of two users, the main issue with the system was the lack of visibility of the system status. Users were unable to determine which service they were accessing, and it was suggested that highlighted navigation buttons be added to indicate the current page.
Another problem was the absence of a link to the welcome screen and the page title not displaying the page name. Additionally, there were no meaningful messages to confirm that user details were communicated successfully. The evaluation against the real world was mostly successful, with a few suggested changes, such as renaming "Room Id" to "Room number" and changing "start and end date" to "check-in and check-out" to match hotel terminology. However, the evaluation against user freedom revealed that users could not access the welcome page or reset their information. There was also major issues uncovered during the study once was on the suggestion page. The button still said request maintenance. There were also many Content and visual issues that needed to be worked on.
Even though heuristic evaluation was a success, Fixing the identified usability and UI issues and conducting usability testing is a crucial next step in improving the App prototype and thus the user experience. The lack of visibility of the system status and the absence of a link to the welcome screen can be addressed by adding clear and visible indicators of system status and a link to the welcome screen on all pages. Additionally, addressing the issue of user freedom can be done by providing users with access to reset their information and access the welcome page.
Usability testing can be conducted to ensure that the changes made to the system have effectively improved the user experience. This can involve selecting a group of representative users and having them perform tasks on the system while being observed and evaluated. Feedback obtained from the usability testing can then be used to further improve the system and ensure that it meets the needs and expectations of its users.
Re-Design after Heuristic Evaluaiton:
Homepage
Guest Services- Logged in
Logged in Services Homepage
Maintenance requests
Housekeepign requests
