Casino floor managers must leave the gaming floor and log into a separate back-office system to process discretionary compensations for players, disrupting customer interactions and creating inefficiencies in what should be an immediate service recovery moment.

Solving this issue aimed to keep casino managers on the gaming floor with their customers, accelerate compensation processing times, and enhance player satisfaction through immediate service recovery actions.

1. Audit of our Salesforce Workflow (Audit + SWOT)
2. Establishing Initial Launch Product Scope (User Flows and Field Documentation)
3. Build Information Architecture for the MVP (Develop IA UX Documentation Guidelines and Components as well as Create Bird's-Eye View of the System)

Using design thinking, I transformed research insights into actionable design solutions. Identifying that users struggled with room changes, I moved from problem definition to ideation—brainstorming intuitive solutions that prioritize accessibility and ease within the check-in flow.

I tested a group of 15 randomized users (7 users frequently checked-in using the mobile app and 8 of them had attempted to but abandoned the task)

This is the final flow diagram that was approved my P.O and vetted by larger dev team. For handoff, I prepared all of the error flows and reviewed with the dev for my ticket to make sure there was one for each failed state they were developing for.