Sonder

Role: Senior product designer
Type: SaaS-based risk analysis platform
Released Time: 2023-2024

Before

Role: Senior product designer
Type: SaaS-based risk analysis platform
Released Time: 2023-2024

Before

New

Achievements

6

Reduce clicks to start an account review

3

Reduce the outbound platforms and login

17%

Trust & Safety team headcount reduction

Hospitality software

Risk analysis platform

Self-serve check-in is becoming a trend in areas like customs and hospitality. To support this, we developed a system that can flag accounts with high-risk factors and enabling security experts to assess the risks.

This platform helps hotels ensure a safe environment and prevent fraud, enhancing overall guest safety and protecting commercial assets.

Role: Senior product designer, Researcher
Scope: Revamp entire risk analysis platform
Duration: 2 months

Before

After

New

How I got there?

Achievements

6

Reduce clicks to start an account review

3

Reduce the outbound platforms and login

17%

Trust & Safety team headcount reduction

100%

Users said it offers easy data navigation

~1.5%

Maintains low levels of fraud prevention

35%

Increase the workflow productivity

How I achieved this?

Business needs

As part of our system migration, we need to extract the risk analysis review platform to prepare to retire the old system.

Shadowing with end-users

The first step was to learn the business operations and end-users' working habits. Through shadowing, we gained insights into user behavior and identified their essential needs.

Conducted information skeleton workshops

In addition to maze research, we conducted a design workshop with end-users to inspire our information architecture.

MVP T-shirt sizing

Informed by our research findings, we identified the essential parts for our MVP, enabling us to prioritize the tasks and assess the relative effort needed for MVP.

MVP DELIVERY

I would be happy to discuss the details and show the design during our meetings. Contact me to learn more about my contributions to the system migration and how I enhanced workflow productivity.

Business needs

As part of our system migration, we need to extract the risk analysis review platform to prepare to retire the old system.

Shadowing with end-users

The first step was to learn the business operations and end-users' working habits. Through shadowing, we gained insights into user behavior and identified their essential needs.

Conducted information skeleton workshops

In addition to maze research, we conducted a design workshop with end-users to inspire our information architecture.

MVP T-shirt sizing

Informed by our research findings, we identified the essential parts for our MVP, enabling us to prioritize the tasks and assess the relative effort needed for MVP.

MVP DELIVERY

Our goal

How can we help risk experts use the least amount of time to make the most accurate decisions?

The previous expereince

User Research

Shadowing with end-users

The first step was to learn the business operations and end-users' working habits. Through shadowing, we gained insights into user behavior and identified their essential needs.

User Research

Conducted information skeleton workshops

In addition to maze research, we conducted a design workshop with end-users to inspire the new content design.

Research to guide decision-making

MVP T-shirt sizing

Informed by our research findings, we identified the essential parts for our MVP, enabling us to prioritize the tasks and assess the relative effort needed for MVP.

MVP DELIVERY

I would happily discuss more details and show the design during our meetings. Contact me to learn more about my contributions to the system migration and how I enhanced workflow productivity.