DESIGNING A COMPLIANCE MANAGEMENT SYSTEM FOR HOSPITALITY OPERATIONS
Systems Design | Product Architecture
Note: Some interface elements and product information have been omitted or simplified due to confidentiality and proprietary restrictions.
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summary
summary
Role: UX Design Lead
Product: Snapfix
Platform: Web
Scope: Compliance dashboards, document and contractor management, compliance workflows and tracking.
My contribution: UX strategy, research synthesis, product architecture, UX UI Design
Outcome: Introduced a new compliance management capability within Snapfix, reduced reliance on spreadsheets, enabled proactive compliance tracking, improved visibility for managers, and consolidated 4 workflows into one system.
Comply is a compliance management system designed for hospitality and facilities teams. Based on customer research, I identified a gap in how organisations track regulatory requirements, contractor documentation, and recurring maintenance.
I designed a platform that centralises compliance tasks, documents, and contractor information, providing dashboards, timelines, and real-time alerts for upcoming expirations.
1. OPPORTUNITY
Many hospitality and maintenance teams rely on spreadsheets, emails, and disconnected tools to manage compliance requirements. This makes it difficult to track regulatory documentation, contractor insurance, and recurring maintenance tasks.
Through customer interviews and industry research, I identified a clear opportunity for Snapfix to provide a proactive compliance management solution.
2. RESEARCH & DISCOVERY
To understand how organisations manage compliance, I interviewed several customers and industry professionals and analysed existing workflows.
Key findings
Key findings
• Compliance information was scattered across multiple tools (spreadsheets, file storage, calendars, and maintenance applications)
• Managers lacked visibility of upcoming document expirations
• Contractor documentation was difficult to track
• Compliance tasks were often reactive instead of proactive
These insights helped define the core areas where Snapfix could provide value.
How facilities were tracking their Compliance Systems before "Comply".
How facilities were tracking their Contractors and Insurances before "Comply".
3. DEFINING THE PRODUCT REQUIREMENTS
Based on the research, the system needed to help teams:
• Track compliance requirements across multiple locations
• Manage contractor information and documentation
• Monitor document expiry dates
• Receive alerts for upcoming compliance tasks
This led to the concept of a centralised compliance module within Snapfix.
4. DESIGNING THE SYSTEM
Rather than building a simple feature, the goal was to create a structured compliance ecosystem within Snapfix.
The system was designed around three key areas:
Compliance DAshboard
Compliance DAshboard
Provides managers with a clear overview of compliance status and potential risks.
Timeline & Task Tracking
Timeline & Task Tracking
Displays compliance activities and maintenance requirements in a chronological view.
Document & Contractor management
Document & Contractor management
Centralises contractor details, insurance documentation, and compliance records in one place.
5. KEY DESIGN PRINCIPLES
Several design and psychology principles guided the design:
CLARITY OVER COMPLEXITY
Compliance systems can quickly become overwhelming, so the interface prioritised simple status indicators and structured information.
CONSISTENCY
Using the same mental model, patterns, language, colours, and interactions across a product so users don’t need to relearn behaviour.
VISIBILITY OF SYSTEM STATUS (PROACTIVE MANAGEMENT - AI)
Real-time alerts notify managers when documents or maintenance tasks are approaching expiration.
CENTRALISATION OF INFORMATION
Documents, contractors, and tasks are connected within the same system.
AFFORDANCE
Interactive elements were designed so that their possible actions were obvious.
6. VALIDATION AND USABILITY
During early testing, customers were able to start using the module immediately, even without onboarding. Users began adding compliance information and managing documents directly within the system, demonstrating the clarity and usability of the design.
Interestingly, some customers began using Comply to track staff visas and training records. While this was a use case I had anticipated and recommended, it was not a primary focus of the initial release (V1).
7. Outcome & impact
7. Outcome & impact
The Comply module introduced a new compliance capability within Snapfix.
Reduced reliance on spreadsheets
Enabled proactive compliance tracking
Improved visibility for managers
Consolidated 4 workflows into one system
8. REFLECTION
Designing Comply required translating complex regulatory processes into a simple operational system.
Key lessons included the importance of:
• strong information architecture for operational tools
• designing proactive workflows rather than reactive tracking
• aligning new systems with existing product mental models
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