Overview
Lumen & Co ran their bookings on a patchwork of spreadsheets and a decade-old admin panel. Support tickets were rising, onboarding took weeks, and every release felt risky. They needed a platform their staff — and their customers — could trust.
The challenge
Three user groups with conflicting needs: front-desk staff wanting speed, managers wanting reports, and customers wanting self-service. The old system served none of them well, and a rip-and-replace during peak season was out of the question.
Approach
Two days on-site watching real bookings exposed the shortcuts the old UI forced on staff.
A component library in code — not mockups — so every screen was already built when approved.
New platform ran alongside the old one, migrating one workflow at a time with zero downtime.
Deliverables & outcome
- ✓Component library with 60+ tested, documented parts
- ✓Customer self-service portal and staff console
- ✓Migration runbooks; onboarding time cut from weeks to days
- ✓Support tickets down by half within one quarter