Groove Resort Global* (GRG) is a multi-faceted business with services ranging from hospitality- motel, restaurant, and lounge services; to entertainment- music recording studio and a whole lot more. There's no central database for their operations which means each of the sub-businesses operate as a standalone. Likewise data on sales, orders, bookings etc are either manually documented or semi-automated in some cases. Resulting in what the business executives believed to be an 'inaccurate bookkeeping' situation.
My role as one of the Product Designer was to contribute to the creation of a comprehensive, user-friendly ERP platform to help digitalize and automate their operations while maintaining a unified yet flexible system that could evolve with the business.
The different services rendered by Groove Resort have their base in different locations within the same city state (at the time) and without a system or database that covers all entries of the said services.
The primary objective was to design an ERP system that would streamline operations across all business units, improve accuracy in data management, simplify patronization, centralize management etc. The design needed to accommodate the specific requirements of each unit while offering a cohesive user experience.
Key considerations included:
- Modular Design: Create custom modules for each service within the ERP.
- Super Admin Role: Develop a super admin dashboard with customizable features, allowing the addition of new data such as branches, menu items, or service offerings.
- Customer UI: Implement a user interface for customers to view and interact with the business's offerings, enabling them to patronize services based on their needs.
- Secured Accounting: Ensure that the accounting department had its own secure, separate login.
Upon making contact with intent and need to develop a digital product, the discovery phase involved detailed research into each service's operations, including stakeholder interview with Groove Resort's Manager of Operations and another rep on series of things which included observations of current workflows, and analysis of existing pain points. The process involved a representative of the software development team involved with me representing the Product team.
Some of the questions asked include:
This phase revealed both the unique and overlapping needs across the business units, informing the modular design approach of the ERP system.
Super Admin Customization Needs: It was evident early on that flexibility was crucial. The business was expanding, and the ability to add new branches, update the restaurant menu, or introduce new services quickly was a necessity. This led to the creation of a super admin role with comprehensive control over the system. The super admin could manually add new data, customize modules, and ensure the ERP system remained relevant and adaptive to the business's changing needs.
Customer UI Requirements: The client also needed a customer-facing UI that showcased the business's offerings. This interface had to be intuitive and engaging, allowing customers to explore the various services—whether booking a table at the restaurant, reserving a studio session, or renting a performance venue etc. The customer UI was designed to be a seamless bridge between the business and its clientele.
By the second round of requirement gathering/interview with the client, our design approach was significantly refined. We were able to flesh out seven distinct use cases the system needed to support: admin, operations (respective to the different services), accounting, POS, kitchen, waiter, and customer. This insight guided our user-centered design process, ensuring that each module addressed the specific needs of its users. We created detailed personas and user journeys for each use case, allowing us to tailor the interface and functionality to the unique workflows of each user category.
The ERP system was structured around modular sub-applications, each tailored to the specific needs of a service:
Included a POS system, inventory management, and order processing, with the super admin capable of adding new menu items as needed. The design focused on ease of use, ensuring staff could efficiently manage orders and inventory.
The Restaurant has it sub-level users comprising of the Kitchen department that sees the orders being made in real time in order to fast track the preparation, and the waiters who manage orders and keep track of orders as they're made available to the customer.
Featured a dynamic booking system and equipment management, with the ability to automatically generate invoices. The super admin could also introduce new studio services or equipment to the system.
A property management system that managed bookings, maintenance, and guest communications. The super admin had the capability to add new properties or services within this module.
Integrated inventory and contract management for media equipment, ensuring secure and reliable operations. New equipment or services could be added by the super admin as the business expanded.
Provided event management tools, including scheduling, resource allocation, and invoicing. The super admin could update the venue's offerings and availability.
A dedicated dashboard was designed for the super admin, offering a comprehensive overview of the entire ERP system. From this dashboard, the super admin could manage all aspects of the business, including:
- Adding New Branches: The system allowed for the seamless addition of new operating locations, ensuring consistency across all branches.
- Customizing Services: The super admin could introduce new menu items, services, or operational workflows, ensuring the ERP remained aligned with the business’s growth.
- Real-Time Updates: Any changes made by the super admin were reflected across the ERP system in real-time, maintaining data accuracy and operational efficiency.
Recognizing the importance of financial accuracy, a dedicated accounting login was designed. This separated the financial operations from other service modules, providing the accounting department with tailored tools for managing invoices, tracking payments, and generating financial reports. The design focused on security, ensuring that only authorized personnel could access sensitive financial data.
The customer UI was designed to be visually appealing and easy to navigate. It provided a centralized platform where customers could:
- Explore Offerings: View the business’s services, from dining options to venue rentals, with detailed descriptions and pricing.
- Make Reservations or Bookings: Customers could book a table, reserve studio time, or rent equipment directly through the UI.
- Personalized Experience: The UI was designed to cater to customer preferences, offering tailored recommendations based on previous interactions. With a QR code scan, customer is taken to the web app to access all business offerings in one place.
The ERP system was implemented in phases, ensuring that each module was thoroughly tested and staff were adequately trained. The super admin dashboard proved invaluable, allowing the business to quickly adapt to new opportunities and challenges by updating and customizing the system as needed.
After the design phase was completed, the ERP system was developed and rolled out across the business. The implementation was staggered, with each module being introduced gradually to allow for thorough testing and staff training.
The results were immediately apparent:
User Adoption:
Thanks to the user-centered design approach, staff quickly adapted to the new system, with minimal disruption to daily operations.
Operational Efficiency:
The ERP system streamlined operations across all business units—the restaurant saw faster order processing, the studio experienced smoother booking management, and the venue rental team benefited from streamlined event scheduling. Thus reducing the time spent on administrative tasks and increasing overall productivity.
Data Integrity:
The real-time data integration and updates ensured the accuracy of data across all services was accurate and up-to-date, improving decision-making and reducing errors.
Customer Engagement:
The customer UI enhanced the customer experience, making it easier for clients to interact with the business and increasing overall satisfaction and loyalty.
I was able to experience the product firsthand during the end-of-year dinner organized by the company I contributed to this project under, at the GRG restaurant. The system was used to arrange and manage our orders. It was a proud moment for me to witness how impactful the product I contributed to is in serving the business and its users/customers alike.
By focusing on the specific needs of each service within the business and creating a modular, user-friendly platform, we were able to deliver a solution that not only met but exceeded the client’s expectations as the system now serves as the backbone of a dynamic, multifaceted business, supporting its continued growth and success.
For me, this project highlighted the importance of empathy in design— bearing in mind the proper understanding of the user’s needs, anticipating potential pain points from interaction with the potential users, and creating a solution that not only works but enhances the way people approach their activities in contrast with when such solution wasn't available.
The subsequent version is to incorporate the membership model operated by GRG. Within the system, the business want to be able manage and track the vouchers issued to their core customers.
