Translation of the functionality breakdown for a PMS (Property Management System)
About the system
This is a guest communication management system within a Property Management System (PMS) that consolidates all incoming messages from different platforms — Airbnb, Vrbo, HomeAway, Booking — into a single interface and automates conversations using AI.
It helps hosts and their teams (2–3 agents) quickly handle inquiries across 20–30 listings, from the very first message to the post-stay review.
AI takes over the routine — instantly answering common questions, suggesting replies for agents, generating instructions, prioritizing issues, and involving a human only when truly necessary.
As a result, the system reduces response time, eases the team’s workload, and directly impacts booking conversion rates and service quality.
It helps hosts and their teams (2–3 agents) quickly handle inquiries across 20–30 listings, from the very first message to the post-stay review.
AI takes over the routine — instantly answering common questions, suggesting replies for agents, generating instructions, prioritizing issues, and involving a human only when truly necessary.
As a result, the system reduces response time, eases the team’s workload, and directly impacts booking conversion rates and service quality.
The host manages 20–30 rental listings across various platforms such as Airbnb, Vrbo, HomeAway, Booking, etc., and has 2–3 assistants who also communicate with guests. To speed up responses, they use message templates. Consider different possible outcomes for the dialogues.
Constraints:
Design a dialogue flow between a guest and a host (or guest support agent) within a Property Management System (PMS).
Task:
Typical Functional Requirements
Task context
The Property Management System (PMS) is used by a host who has:
- 20–30 active listings
- Listings on multiple platforms (Airbnb, Booking, etc.)
- A team of 2–3 assistants
- High volume of guest communication
Main problem:
- Large volume of repetitive messages
- Overload
- Slower response times
- Decrease in conversion rates / ratings
Goal
Design a conversation interface that:
- Speeds up responses through templates
- Reduces cognitive load
- Helps maintain context across properties/guests
- Allows multiple operators to work without conflicts
Starting the task analysis
Key Scenarios (CJM)
- Automated responses < 1 minute
- Templates and suggestions
- Automated messages
- AI-powered pre-arrival FAQ
- Эскалация AI + агент
- AI-powered post-communication
Attraction of new customers
I have fully developed the CJM logic and implemented it according to the following criteria: customer actions, customer goals, customer emotions, touchpoints, and how AI can be applied.
Based on the CJM matrix outcomes, the following metrics have been identified and highlighted in green:
Based on the CJM matrix outcomes, the following metrics have been identified and highlighted in green:
Gathering Property Management System Examples References and Competitor Analysis
Research conducted:
- Identified several competing PMS options to inform the design preparation for the next phase of the project.
Wireframe
Visual arrangement of blocks prior to wireframe preparation
Block Layout and Wireframe Development
Design Development:
Link: Figma project
Part of the PMS (Property Management System)
High Fidelity Mock-up
The final look of the product, with a thoughtfully detailed system and a seamless user interaction experience with the platform, involving four roles in communication (Guest – Host – AI – Real Estate Agent).