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AI Product Design · Hospitality · 2023–2024

Reimagining the Agent Experience

A confidential engagement with a global hospitality brand. I led UX design for a ground-up reimagining of the hotel agent desktop — unifying fragmented tools into a single, intelligent workspace built around the agent's actual workflow.

Role
UX Designer
Timeline
Nov 2023 – Feb 2024
Focus
Agent Tools, Booking UX, AI

Structural representation — actual screens in the full case study.

The Brief

Agents were drowning in disconnected systems.

Hotel agents were toggling between multiple platforms to handle a single interaction — booking, guest history, service requests, and loyalty data all lived in separate tools. The experience was slow, error-prone, and not built for the pace of hospitality.

01
Research & Discovery

Understanding how agents actually worked — not how the system assumed they did. Identifying where the real friction lived.

02
Experience Design

Translating research into an interface model that fit the pace and complexity of the role, without adding to the cognitive load.

03
AI Integration

Exploring where intelligence could support — not replace — the agent, and how to make that feel natural rather than intrusive.

04
System & Handoff

Making the work durable — patterns, documentation, and design decisions that could scale beyond this engagement.

Outcomes
Less friction

Fewer tools, fewer context switches, more time on the guest

Purposeful AI

Intelligence that supports the agent rather than gets in the way

Grounded in research

Every decision traceable back to what agents actually needed

Built to scale

A system designed to grow with the product, not just solve for now

Full Case Study

There's more to this one.

The full case study includes research, process, and screens I can't share openly. Password protected due to client confidentiality.

What's inside
  • →Research findings and what they revealed about the role
  • →How the opportunity was framed and prioritised
  • →The full interface — designed around real agent behaviour
  • →Where AI fits and how it was designed to feel earned
  • →The system thinking behind the screens
  • →Outcomes and what shipped
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