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Case Study: Designing Scalable Room Management and Device Provisioning for Hospitality CMS

Streamline the creation, grouping, and provisioning of hotel rooms and devices, allowing non-technical staff to manage hundreds of rooms at scale without errors or delays.

Objective

Skills Used

UX Strategy
UI Design
Flow Mapping
Interaction Design

Timeline

6-8 Weeks

As part of a hospitality-focused CMS platform, hotel IT admins and operations staff needed to manage large volumes of rooms and connected devices (like tablets, kiosks, and smart TVs). The original flow was manual, inconsistent, and prone to errors, especially during bulk onboarding and provisioning.

⚠️ Challenges Identified

Poor visibility of hierarchy (Location > Building > Floor > Room)

Error-prone CSV uploads to hotel device provisioning

Lack of validations for Wi-Fi password mismatches in grouped devices

No visual guidance for device mapping steps

High dependency on customer support for device setup
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I owned the end-to-end UX design of this feature module

  • Collaborated with Product Manager and Engineering Lead

  • Conducted heuristic evaluations and stakeholder workshops

  • Designed new scalable flows, UI components, and error-handling systems

  • Delivered high-fidelity prototypes and annotations for dev handoff

  • Supported QA and testing

My Role

Research & Insights

  1. Stakeholder interviews (internal teams, support)
  2. Task analysis of existing flows
  3. Comparative audit with enterprise admin systems

  • Users often misunderstood the room hierarchy (many skipped steps or duplicated rooms).

  • CSV uploads were failing due to poor template guidance.

  • Staff needed clarity on what happens when devices are added/removed from a group.

  • Provisioning logic was unclear, staff didn’t know if the blueprint/code reached the devices.

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UX Strategy & Design Approach

We defined three core user flows to improve

  1. Room Management Hierarchy & Bulk Upload

  2. Device Grouping Based on Wi-Fi Credentials

  3. Provisioning Devices via 6-digit Authentication Codes

Hierarchical Navigation System

Designed a hierarchial quick navigation with filter logic  → Location → Building → Floor → Room

Helps users easily orient themselves when managing large properties.

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Empty State + CSV Upload Wizard

Empty state designed with two CTAs:  
→ Add Room Manually (step-by-step flow)  
→ Upload CSV (with a template download)

Upload flow supports flexible scenarios:  
✅ Floors & rooms  
✅ Tower & rooms  
✅ Building + Tower + Rooms (default fallback)

Device Grouping UX

Visual grouping panel with clear information “All rooms in a group must share the same Wi-Fi password.”

Validations block mismatched rooms during group creation or edits.

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Room + Device Management (Edit & Remove)

Multi-select Add Rooms to Group:
Validated rooms before addition (Wi-Fi check).  

Included confirmation modal explaining consequences (blueprint uninstall, reset warning).

PWA Provisioning Setup (Device Side)

Designed a hierarchial quick navigation with filter logic  
→ Location → Building → Floor → Room

Helps users easily orient themselves when managing large properties.

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Final UI Snapshots

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Impact & Results

Metric

Room onboarding time

CSV Upload Success Rate

Support tickets for provisioning

QA Feedback Score

Before

~20 mins per group

~45% (error-prone)

60+

6.8/10

After

< 5 mins per group

95% (with template + validations)

< 15

9.4/10

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