Redesigned a high-traffic amenity booking system handling reservations across 35+ states. Implemented a hybrid date-time picker with dynamic availability states, reducing support call volume and enabling administrators to manage complex scheduling rules at scale.
Key Achievements:
Engineered a time-slot UI with three visual states (available, booked, guest-compatible) reducing booking errors
Implemented 30-minute increment adjustments based on user research findings, improving usability
Designed "Select All" batch operations and accordion patterns to reduce admin task time
Deployed across hundreds of luxury properties serving diverse scheduling requirements
Skills Used
Design Challenge
Residents struggled with the amenity booking platform across a few consistent pain points: unclear time slot availability, no way to view past bookings, and little guidance around guest accommodations. The confusion translated directly into support calls, putting pressure on both customer support teams and building administrators who were fielding the fallout.
On the admin side, the platform's customization tools were disorganized and hard to navigate, making it difficult to tailor the experience for specific buildings. What should have been a flexible configuration layer had become a friction point that slowed down their day-to-day work.
Solution
Redesigned the resident booking experience to improve clarity and usability.
Added clear indicators for fully booked, unavailable, and guest-compatible time slots.
Introduced a booking history feature to allow residents to view past reservations.
Simplified the admin interface with organized groupings and customizable settings to support tailored experiences.
Technical Approach
Leveraged modular design patterns to make the admin interface more scalable.
Integrated logic for guest-capacity slots directly into the booking flow.
Implemented a dynamic system for displaying booking rules and restrictions in real-time.
Developed a structured backend framework for hidden custom settings, ensuring flexibility without clutter.
Outcome
The redesign addressed one of the trickier UX problems in the booking flow: surfacing the right information at the right time without overwhelming residents. The hybrid date and time picker solved this by letting users see available slots dynamically as they adjusted guest count, narrowing their options in real time rather than presenting everything at once. Booking increments started at one hour, but after user feedback made it clear that 30-minute windows felt more natural, we refined the system to match how residents actually wanted to book.
The updated flow made the full process, from viewing availability to inviting guests, noticeably more intuitive. Support calls related to amenity bookings dropped, and clients began reporting an uptick in bookings across their properties. The improvements were visible enough that existing clients started adopting the Amenity feature at properties where it had previously gone unused.
Impact
The redesign contributed to a 10% decrease in resident and client calls to customer support around amenity bookings. Beyond the support reduction, the updates gave existing clients a reason to expand their use of the feature across multiple properties in the United States. The project also strengthened how Product and Development collaborated, with new sprint coordination practices and handoff processes that carried forward into future work.
