Serenity Spa & wellness
Serenity Spa & wellness
A guest satisfaction dashboard designed to turn feedback into clear actions.
A guest satisfaction dashboard designed to turn feedback into clear actions.
ROLE
Product Designer
SCOPE
Product Strategy · UX
DURATION
2 days
Project overview
Spa and wellness centres receive feedback from a variety of guest interactions, but bringing that information together does not necessarily make it easier to understand. Ratings, comments, sentiment, and unresolved issues can quickly become a collection of numbers without a clear indication of what needs attention.
The dashboard brings these different aspects of guest feedback into one place, making it easier to understand overall satisfaction, identify patterns, and act on issues that need attention.
The experience was designed across desktop and mobile, with light and dark modes built into the same interface system.
Spa and wellness centres receive feedback from a variety of guest interactions, but bringing that information together does not necessarily make it easier to understand. Ratings, comments, sentiment, and unresolved issues can quickly become a collection of numbers without a clear indication of what needs attention.
The dashboard brings these different aspects of guest feedback into one place, making it easier to understand overall satisfaction, identify patterns, and act on issues that need attention.
The experience was designed across desktop and mobile, with light and dark modes built into the same interface system.
Problem
The Problem
The Problem
Spa owners often have feedback coming in from different places, but looking at the numbers alone doesn't tell them what needs attention and what they should do next.
The dashboard needed to answer four simple questions:
Spa owners often have feedback coming in from different places, but looking at the numbers alone doesn't tell them what needs attention and what they should do next.
The dashboard needed to answer four simple questions:
The goal was to bring these answers into one place without making the dashboard feel overwhelming.
The goal was to bring these answers into one place without making the dashboard feel overwhelming.
Design Decisions
Designing the Dashboard
Designing the Dashboard
The dashboard begins with the information that matters most at a glance:
Total Feedback • Average Rating • Positive Sentiment • Open Issues
Further down, patterns and recommendations provide more context, followed by recent guest feedback and location performance. This creates a clear progression from understanding what is happening to finding out why it matters and where action may be needed.
This creates a simple flow:
The dashboard begins with the information that matters most at a glance:
Total Feedback • Average Rating • Positive Sentiment • Open Issues
Further down, patterns and recommendations provide more context, followed by recent guest feedback and location performance. This creates a clear progression from understanding what is happening to finding out why it matters and where action may be needed.
This creates a simple flow:
What is happening → Why it matters → Where to look → What to do
What is happening → Why it matters → Where to look → What to do
Design Decisions
Making AI Useful
Making AI Useful
Rather than making AI the centre of the dashboard, it works in the background to help interpret the information.
For example, a decline in feedback submissions is not presented as just another number. The dashboard highlights the expected change, points towards a possible reason, and suggests actions such as simplifying the feedback form or sending follow-up reminders.
The purpose is simple: make the data easier to understand and more useful to act on
Rather than making AI the centre of the dashboard, it works in the background to help interpret the information.
For example, a decline in feedback submissions is not presented as just another number. The dashboard highlights the expected change, points towards a possible reason, and suggests actions such as simplifying the feedback form or sending follow-up reminders.
The purpose is simple: make the data easier to understand and more useful to act on
Solution
Exploring the Data
The overview provides a starting point, while four dedicated views allow different parts of the guest experience to be explored in more detail.
Feedback Analysis
Feedback trends show how submissions change over time, with the ability to compare performance across different locations and guest groups.
Rating Analysis
Rating analysis breaks satisfaction down from 1–5 stars and makes it possible to compare rating patterns across locations and guest types.
Sentiment Analysis
Sentiment analysis looks beyond ratings to show whether guest feedback is positive, neutral, or negative, while also highlighting the topics that appear most often.
Unhappy Guest Management
Unresolved feedback is brought into a dedicated view where issues can be tracked through their status, assigned staff, and resolution performance.
Exploring the Data
The overview provides a starting point, while four dedicated views allow different parts of the guest experience to be explored in more detail.
Feedback Analysis
Feedback trends show how submissions change over time, with the ability to compare performance across different locations and guest groups.
Rating Analysis
Rating analysis breaks satisfaction down from 1–5 stars and makes it possible to compare rating patterns across locations and guest types.
Sentiment Analysis
Sentiment analysis looks beyond ratings to show whether guest feedback is positive, neutral, or negative, while also highlighting the topics that appear most often.
Unhappy Guest Management
Unresolved feedback is brought into a dedicated view where issues can be tracked through their status, assigned staff, and resolution performance.
Solution
Building for Light & Dark Mode
Building for Light & Dark Mode
The interface was designed to work across both light and dark environments without creating two separate visual systems.
Colours and interface elements are controlled through Figma variables and components, allowing the same structure to adapt between modes while keeping the experience consistent across screens.
The interface was designed to work across both light and dark environments without creating two separate visual systems.
Colours and interface elements are controlled through Figma variables and components, allowing the same structure to adapt between modes while keeping the experience consistent across screens.
Solution
Responsive by Design
Responsive by Design
The same dashboard experience needed to work across both desktop and mobile.
Using Auto Layout, the interface adapts as the available space changes. Cards reorganise, navigation becomes more compact, and content is prioritised for smaller screens while keeping the overall hierarchy intact.
This allows the desktop and mobile versions to feel like parts of the same product rather than separate designs.
The same dashboard experience needed to work across both desktop and mobile.
Using Auto Layout, the interface adapts as the available space changes. Cards reorganise, navigation becomes more compact, and content is prioritised for smaller screens while keeping the overall hierarchy intact.
This allows the desktop and mobile versions to feel like parts of the same product rather than separate designs.
Conclusion
Reflection
Reflection
This project made me think less about designing individual screens and more about building a system that works across them.
Working within a short timeframe pushed me to prioritise clarity, consistency and adaptability from the information hierarchy to light/dark modes and responsive layouts.
It reinforced something I often find in product design: good interfaces are not just about how one screen looks, but how the whole system works together.
This project made me think less about designing individual screens and more about building a system that works across them.
Working within a short timeframe pushed me to prioritise clarity, consistency and adaptability from the information hierarchy to light/dark modes and responsive layouts.
It reinforced something I often find in product design: good interfaces are not just about how one screen looks, but how the whole system works together.