Industry
Hospitality, Travel, Service
Client
Haven Leisure Limited (UK)
Modernizing Activity Management for Haven Holidays
Overview
Context
Haven operates 40+ holiday parks serving over 4 million annual guests.
I was part of the team that led an overhaul of the internal activity management system. By moving from a manual, spreadsheet-based workflow to a centralized schedule templating system, we reduced operational workload from weeks to hours and eliminated critical scheduling errors.
Context
Haven operates 40+ holiday parks serving over 4 million annual guests.
I was part of the team that led an overhaul of the internal activity management system. By moving from a manual, spreadsheet-based workflow to a centralized schedule templating system, we reduced operational workload from weeks to hours and eliminated critical scheduling errors.
Context
Haven operates 40+ holiday parks serving over 4 million annual guests.
I was part of the team that led an overhaul of the internal activity management system. By moving from a manual, spreadsheet-based workflow to a centralized schedule templating system, we reduced operational workload from weeks to hours and eliminated critical scheduling errors.
Role
Role
Role
UX Consulting
UI Design
Workshop Facilitation
Design QA
Design Tokens
Service Design
My Impact
My Impact
My Impact
01
Holistic Approach
Feature service design spanning admin and ground staff facing tools to guest apps and web experience.
Holistic Approach
Feature service design spanning admin and ground staff facing tools to guest apps and web experience.
Holistic Approach
Feature service design spanning admin and ground staff facing tools to guest apps and web experience.
02
Scheduling Module
A template creator to set up thousands of activities for the next season. Reduced staff work from weeks to hours.
Scheduling Module
A template creator to set up thousands of activities for the next season. Reduced staff work from weeks to hours.
Scheduling Module
A template creator to set up thousands of activities for the next season. Reduced staff work from weeks to hours.
03
Staff Productivity
Championed a major quality of life improvement for ground staff who use tablets on park.
Staff Productivity
Championed a major quality of life improvement for ground staff who use tablets on park.
Staff Productivity
Championed a major quality of life improvement for ground staff who use tablets on park.
The Context & Ecosystem
The Spreadsheet Nightmare
Current tools failed to provide a full-week view, forcing managers to plan in Excel. Consequently, they had to manually re-enter thousands of session slots one by one—a massive duplication of effort.
The Spreadsheet Nightmare
Current tools failed to provide a full-week view, forcing managers to plan in Excel. Consequently, they had to manually re-enter thousands of session slots one by one—a massive duplication of effort.
The Spreadsheet Nightmare
Current tools failed to provide a full-week view, forcing managers to plan in Excel. Consequently, they had to manually re-enter thousands of session slots one by one—a massive duplication of effort.
Risks and Constraints
Risks and Constraints
Risks and Constraints
Overbooking:
A failure in the admin tools lead to double-bookings, human error, no way to make sure everything is in order.
Park Underutilization:
Inefficient scheduling resulted in "empty" calendars, leaving venues unused and staff idle, causing parks to underperform financially.
Major Time Constraints:
The new approach had to be delivered and onboarded before season starts.
3 months including development time.
The Solution
Schedule Templating Module
I shifted the user mental model from Data Entry to Pattern Management. Instead of entering 90 days of events manually, Managers create a template and populate the peak schedules with one click.
Schedule Templating Module
I shifted the user mental model from Data Entry to Pattern Management. Instead of entering 90 days of events manually, Managers create a template and populate the peak schedules with one click.
Schedule Templating Module
I shifted the user mental model from Data Entry to Pattern Management. Instead of entering 90 days of events manually, Managers create a template and populate the peak schedules with one click.
Visual Clarity
A color coded visual calendar view with multiple activities, allowing managers to spot gaps and overlaps instantly.
Visual Clarity
A color coded visual calendar view with multiple activities, allowing managers to spot gaps and overlaps instantly.
Visual Clarity
A color coded visual calendar view with multiple activities, allowing managers to spot gaps and overlaps instantly.
Activity Filtering
By venue, type and age group to easily compare related session density in a single calendar view.
Activity Filtering
By venue, type and age group to easily compare related session density in a single calendar view.
Activity Filtering
By venue, type and age group to easily compare related session density in a single calendar view.
Bulk Actions
Added functionality to drag-and-select for bulk deletion or editing.
Bulk Actions
Added functionality to drag-and-select for bulk deletion or editing.
Bulk Actions
Added functionality to drag-and-select for bulk deletion or editing.
Navigating Constraints
I navigated strict backend limitations and a 3-month deadline to build a foundational MVP. By reusing existing components and prioritizing core UX, I aligned design feasibility with engineering and time constraints, accepting calculated tradeoffs. I prepared a iterative plan for future improvements in combination with staff feedback.
Navigating Constraints
I navigated strict backend limitations and a 3-month deadline to build a foundational MVP. By reusing existing components and prioritizing core UX, I aligned design feasibility with engineering and time constraints, accepting calculated tradeoffs. I prepared a iterative plan for future improvements in combination with staff feedback.
Navigating Constraints
I navigated strict backend limitations and a 3-month deadline to build a foundational MVP. By reusing existing components and prioritizing core UX, I aligned design feasibility with engineering and time constraints, accepting calculated tradeoffs. I prepared a iterative plan for future improvements in combination with staff feedback.
Pricing
Simplifying the pricing strategy and display.
Microcopy
Standardizing microcopy across the app.
Navigation
Improving overall information architecture and location selection.
Product details
Investing in robust tool descriptions and attributes.
Reservation
Changing reservation logic according to real user behavior.
Registration
Removing superfluous sign up steps.
Pricing
Simplifying the pricing strategy and display.
Registration
Removing superfluous sign up steps.
Product details
Investing in robust tool descriptions and attributes.
Reservation
Changing reservation logic according to real user behavior.
Location
Making station selection less rigid.
Microcopy
Standardizing microcopy across the app.
The Impact
Scheduling tasks that took weeks were reduced to hours.
Scheduling tasks that took weeks were reduced to hours.
Scheduling tasks that took weeks were reduced to hours.
Feedback from Staff
Feedback from Staff
Feedback from Staff
“I’ve been with the team at <...> this week and they brought to life for me how much better their world is because of the work you’ve delivered on the Activity Planning Process.”
“I have uploaded all the first weekends with no issues! Very quick!”
“Just wanted to say the delete all function in templates. Bloody brilliant! Just saved me a lot of time from fudge up I made!”