From Manual to Magical
about case
WrkSpot’s Self-Deployment Revolution
Led the design, strategy, and launch of a self-deployment feature for WrkSpot, a SaaS platform in hospitality. This product enabled hotel clients to onboard themselves in 3 days (down from 1–2 weeks), improving scalability across 350+ properties and reducing internal costs and labor.
Key Contributions:
01
Led full product lifecycle (discovery → launch)
02
Defined roadmap, wrote PRDs, and created wireframes
03
Conducted UAT, A/B testing, and field validation
04
Collaborated with Engineering, QA, Design, CS, and Implementation
The Challenge
Wrkspot’s original onboarding process was highly manual:
Internal setup of hardware (e.g., panic buttons)
Live walkthroughs required from CS team
Delays and bottlenecks limited scaling
Solution:
A self-service onboarding experience that allowed customers to deploy Wrkspot independently, reducing onboarding time while eliminating the need for hands-on implementation support.
What We Set Out to Solve
Eliminate lengthy manual onboarding processes
Reduce dependency on implementation and customer success teams
Improve customer time-to-value (TTV)
Enable Wrkspot to scale without increasing headcount
Discovery Highlights
1. Interviewed 12+ hotel General Managers and HR leaders
2. Audited 40+ onboarding-related support tickets
3. Shadowed Customer Success onboarding sessions
4. Conducted field observations at hotel properties
5. Identified common onboarding friction points and support dependencies
Testing & Validation
1. Conducted UAT with 5 enterprise hotel clients
2. Performed A/B testing against the legacy onboarding process
3. Measured onboarding completion rates and support volume
4. Collected customer feedback to refine workflows
Tools
Figma
JIRA
Notion
Loom
Confluence
Google Sheets
Key Metrics
60%
self-deployment adoption within 60 days
30%
reduction in onboarding-related support tickets
50%+
reduction in implementation labor costs
What We Delivered
Time-to-Value
Reduced onboarding to 3 days
Hardware Setup
100% self-service deployment
Support Volume
30% reduction in onboarding tickets
Shipping Workflow
Vendor-to-hotel fulfillment enabled
Adoption
60% adoption within first 60 days
Operational Efficiency
50%+ reduction in implementation costs
Supporting Artifacts
Product Requirements Document (PRD)
Figma Wireframes & User Flows
Customer Journey Maps
UAT Reports & Feedback Summaries
Loom Training Walkthroughs
Adoption & Performance Dashboards
Stakeholder Insight
“The self-deployment flow was a turning point — it gave our team full control and drastically sped up our launch. What used to take over a week was done in just a few days without any hand-holding. Brilliant execution by the Wrkspot team.”
Lisa Romero, General Manager, Coastline Hospitality Group
What Worked
1. Scaled onboarding without increasing operational headcoun
2. Significantly improved customer time-to-value
3. Reduced implementation costs while increasing adoption
4. Created a repeatable onboarding experience across hundreds of properties
What Could Be Improved
1. Introduce multilingual onboarding guides earlier
2. Add onboarding heatmaps and setup visualizations
3. Implement in-app NPS collection after deployment
Personal Growth:
This project deepened my skills in scaling real-world SaaS systems, managing hardware-software integration, and leading cross-functional product delivery.
Project Overview
The Problem & Objectives
Research & Execution Process
Results & Deliverables
Retrospective
