Enterprise PMS | B2B SaaS
Workflow Automation
What appeared to be a routing UI issue was a structural logic mismatch. Reframing routing as a pattern-driven workflow system reduced multi-property setup effort by 70%.
~70% ↓
Multi-Property Setup Effort
20–60% ↓
Configuration Steps
1K+
Active Users in Production
Context
Enterprise Billing Complexity
What initially appeared to be a simple UI redesign request revealed a deeper structural inefficiency.
Enterprise hospitality systems manage layered billing logic across guests, departments, and properties. Master Folio Routing determines how charges flow between guest folios, master accounts, and corporate entities.
Group bookings across multiple rooms and properties
Department-level charge allocation and approval flows
Corporate billing accounts with central invoicing
Real-time routing decisions at point of sale
For small properties, It is manageable, But at large scale, configuration effort compounds quickly.
Feature Impact
What Changes with Routing
Without Routing
Fragmented billing creates confusion and overhead
Each guest receives a separate bill for room, board and every extra expenses.
Company receives multiple invoices, making reimbursement tedious.
Guests are often confused by which charges belong to them vs the company.
With Master Folio Routing
Unified, automated charge flow for all stakeholders
Company’s profile is linked to a central group master folio.
Selected charges for all guests are automatically routed to the Company/master folio.
Individual spends are routed to respective guest's personal billing/folio.
The Real Problem
The Request was to "Redesign the Interface."
But during early discovery sessions, I realized something important.
"The interface wasn't the real issue. The structure was. Operations teams think in reusable billing patterns but the system forced them to manually configure isolated routing rules."
The system optimized for flexibility, not scalability. This created a series of downstream friction
Repetitive rule creation
Manual configuration per property
Increased verification overhead
Elevated risk of revenue misrouting
Reframing the Challenge
Shifting from cosmetic to structural
Old Question
"How do we simplify this interface?"
Reframed CHALLENGE
“How might we reduce repetitive rule creation while preserving enterprise-level configurability?”
This reframe shifted the entire solution space from UI polish to workflow architecture.
Design Iterations
How the Solution Evolved
Iteration 01
3-Column Simultaneous Layout
Designed a 3-column layout enabling users to configure all routing parameters simultaneously reservations, post types and configuration side-by-side.
The goal was to eliminate tab-switching and surface all relevant data at once.
Critical Feedback
From Developers, this layout processes huge data at once and there will be complications and performance issues.
From Other Stakeholders, this layout has higher chances of accidental misconfiguration, since financial errors are critical and dealbreaker for business.
After no of iterations, enhancements and discussion, the final solution arrived.
Final Solution
Logic Grouping & Progressive Disclosure
Routing rules were reorganized into structured logic clusters with progressive disclosure. Related conditions are grouped hierarchically, advanced options surface contextually, high-frequency actions are prioritized.
This eliminated cognitive switching without limiting flexibility, a key requirement for both power users and operational staff.
Pattern-Based Routing Templates
Introduced reusable configuration templates aligned with common billing scenarios.
Define once, apply across properties, modify selectively.
Impact: 20–60% reduction in configuration steps depending on scale.
Override Controls
Removed the free form editing (heavy data configuring process) and replaced with upending and overriding the selected data.
This eliminated the chances of accidental misconfiguration.
Solution Pillars
The three systems that work together preserved routing depth while reducing the repetitive structural effort that was burning out operations teams.
Tradeoffs & Constraints
Balancing Depth with Clarity
Enterprise billing requires flexibility.
Over-simplification would restrict advanced scenarios.
Excessive configurability increases the risk of financial errors.
Power Users
Full configurability preserved. Advanced override controls available without cluttering primary flows.
Operational Staff
Speed and clarity prioritized. Template first workflow covers 80% of use cases instantly.
Beginners
Configuration broken into 3 guided steps with contextual help at each stage.
Audit Clarity
Freeform editing replaced with override controls to prevent accidental changes and ensure auditability.
Measurable Impact
Across Large Property Implementations
~70% ↓
Multi-Property Setup Effort
20–60% ↓
Configuration Steps
1K+
Active Users in Production