hotelscorp
product design
The legacy booking software was holding agents. It was slow to load, difficult to navigate, and entirely linear in function.
Agents had to:
Scroll through massive, unsearchable lists of hotels and attractions.
Manually build vacation packages without previewing prices.
Start over completely if a caller changed their mind on even one item.
As a result, sales calls dragged on. Agents were forced to fill the gaps with small talk, often making customers less comfortable and more likely to drop. Efficiency was low, and frustration was high.
Through interviews and shadowing sessions with sales agents, I mapped out the core pain points in their daily workflows. We focused on:
Reducing friction in search and package building.
Improving responsiveness of the system.
Introducing flexibility in how quotes and bookings could be customized in real time.
We prioritized interaction speed and clarity over visual flash — every click, label, and screen was designed to help agents move faster and feel more in control of the call.
One of the biggest changes was the introduction of a fixed dynamic cart — an editable cart that let agents assemble quotes in real time, add or remove line items on the fly, and preview total for discounted, with-tour rate, and regular rate pricing instantly.
This replaced the fragile, all-or-nothing build process in the legacy system. Now, if a guest wanted to swap out a hotel or remove a show ticket, the agent could do it in seconds. No need to restart.
Focusing on the cart
We introduced fast, predictive search and multi-layered filtering so agents could instantly surface relevant options — whether the guest asked for something pet-friendly, walkable, or within a specific price range.
Instead of scanning dozens of irrelevant options, agents could jump straight to what the guest needed — making calls smoother, faster, and more personalized.
Focus on search and filtering
The new platform launched with a small group of agents over a 6-week pilot. In that time, we saw a 2–3x increase in calls handled per hour — a massive boost in efficiency. Agents reported feeling more confident, more helpful, and less fatigued. By designing around their real-world constraints, we didn’t just modernize a tool — we changed the rhythm of their workday.
Hotel booking flow
Attraction ticket booking flow
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