Contract
Fendi Korea Internal Booking System
Redesign of an internal booking system for sales assistants
Challenge
Booking errors that surfaced on event day
Fendi Korea's internal booking system was used to manage reservations for a high-profile VIP event, and it was error-prone. Sales assistants entered incorrect customer information, created duplicate bookings, and mixed up customers with identical names. These were not minor annoyances: on event day, they directly damaged the VIP customer experience.
Results
35% fewer task errors after the redesign
The redesign introduced auto-complete and confirmation screens and cleaned up the booking flow. Error log analysis afterwards confirmed a 35% reduction in task completion errors, and adoption improved across teams.
My impact
Fewer errors for 100+ sales assistants
- Reduced booking errors by 35% through the user-centered redesign
- Improved operational efficiency for 100+ sales assistants managing high-profile VIP events
- Eliminated duplicate bookings, incorrect customer information, and guest identification errors
Process
Research, redesign, then validation in the error logs
Research and Discovery
I interviewed 10 sales assistants, by phone and face to face, to find where the workflow broke down. The conversations surfaced the same patterns: incorrect information entry, duplicate bookings, and confusion between customers with identical names.
Design and Development
I designed and prototyped the improvements in Figma, focusing on information architecture and a streamlined booking flow. Working directly with external developers, I translated user needs into technical requirements. Key features: auto-complete and confirmation screens, plus smaller refinements across the flow.
Validation and Results
Several users tested the prototype while I monitored whether the original issues persisted. Error log analysis confirmed a 35% reduction in task completion errors.