My role: Lead Designer
Team: MyKey Sourcing Team
Duration: Jan to May 2025
I joined the MyKey team during a critical phase where operational efficiency was being hindered by manual processes and disconnected workflows across booking and reporting tools. My role was to help identify pain points and design improvements that would reduce manual effort and improve the reliability of daily reports used by internal teams.
After the design was launched
The MyKey booking and reporting process involved tedious manual steps. After conducting interviews with 2 account managers, 2 policyholders, and 2 claims adjusters, we gained a clearer understanding of their day-to-day frustrations. Their insights revealed key pain points in the workflow, such as extracting filtered data, copying it into various Excel-based reports, and using that data to manually track critical business metrics like Checkout, Housing Leads, ALE Limits, and After-Hours activities.
Personas based on interviews with MyKey users
What surprised me was that account managers, policyholders, and adjusters, despite having very different roles, shared overlapping pain points around delays, miscommunication, and lack of visibility.
By mapping the end-to-end booking and task management process, we identified five recurring friction points that impacted daily operations:
1. Inefficient filtering: Reports often defaulted to outdated data, slowing down visibility into real-time priorities.
2.Export delays: Downloading data-heavy reports could take up to 10 minutes each, hindering responsiveness.
3.Manual reassignment & tracking: Lead assignments and reminders were handled manually, especially during weekends and after-hours.
4.Redundant cleanup work: Users often had to manually clean and consolidate Excel reports.
5.Lack of automation: Missing features like auto-tagging, follow-up triggers, or KPIs tracking led to inconsistencies and human error.
Guests, account managers, and adjusters all relied on back-and-forth emails and Excel spreadsheets to share, track, and approve hotel proposals.
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To support scalability and ensure a seamless user experience across the booking journey,
I developed a consistent UI system tailored to MyKey’s product needs.
• Reduced Booking Complexity : Transformed a high-friction, email-driven workflow into a streamlined platform, cutting task completion time by 12 minutes per booking.
• Improved Efficiency : Automated lead tracking and task reminders helped internal teams reduce manual reassignment and follow-ups—especially after-hours.
• Design System Scalability : The newly developed design system standardized components across modules, laying the foundation for consistent, future-proofed product expansion.
As MyKey continues to scale, we’re exploring the integration of AI-driven task suggestions and real-time notifications to further reduce manual oversight and streamline decision-making. By leveraging AI, we aim to intelligently prioritize leads, auto-assign tasks, and surface relevant reminders based on urgency and workload.
