Building a 0-1 Enterprise System to Replace Manual VR Booking Operations
OVERVIEW
Enterprise internal B2B admin portal for Dreamscape Learn (DSL), built to manage VR session requests, vetting, scheduling, and escalation across multiple ASU campuses.
SCOPE
0-1 product build, replaced a fully manual email + spreadsheet–based booking process.
OUTCOMES
All metrics are based on internal operational measurement, not user analytics.
CONTEXT & SYSTEM OVERVIEW
Dreamscape Learn delivers immersive VR learning experiences through physical VR pods distributed across multiple ASU campuses.
Before this project - There was no booking product.
Because no booking system existed, this project required defining the system’s responsibilities from first principles, not redesigning an existing interface.
Each campus handled edge cases differently, and no system enforced consistency.
TARGET USERS
This portal sits at the operational core of DSL. If it fails, sessions don’t run.
THE CORE PROBLEM
As demand increased across multiple campuses and pods, manual coordination could not keep up with request volume, leading to delays, conflicts, and reactive escalation.
Email and spreadsheets failed not because of poor intake, but because they could not surface shared context, enforce guardrails, or support escalation under scale.
A centralized portal was necessary to make decision logic explicit and enforceable.
CONSTRAINTS & RISK
This was not a UI or efficiency issue. It was a system failure under scale.
Because of the risks, the solution could not optimize for flexibility or automation first. It had to prioritize clarity, guardrails, and decision confidence.
RESEARC & INSIGHTS
Research was conducted in collaboration with the in-house UX Research team; I participated directly in in the reserarch and translated findings into system-level design decisions.
Key Insight
Admins hesitated when critical context wasn’t visible at the moment of decision.
Missing context forced double-checking, manual escalation, and delays.
PROBLEM STATEMENT
This single tension guided the major decision since speed alone increases errors & control alone creates bottlenecks
INSIGHT to DIRECTION
After synthesizing the findings the key question was not what was broken, but what the system needed to take responsibility for.
We identified three systemic failure patterns:
As demand increased, the problem shifted from speeding up workflows to supporting confident decisions.
The core insight was clear:
This synthesis reframed the problem from “improving a process” to designing a decision system.
RESULTING SYSTEM DIRECTION
This led to three system-level directives that shaped the product:
WORKFLOW MODELS EXPLORED
Although the need for a centralized portal was clear early on, we explored multiple workflow models for how booking decisions should be owned and executed at scale.
THE FINAL SYSTEM
The final system was designed as a centralized, human-in-the-loop decision surface that sits between incoming requests and real-world VR operations.
Rather than optimizing for automation or individual role efficiency, the portal’s core responsibility is to support fast, confident human decisions under operational pressure.
Single source of truth
All VR session requests, statuses, and escalations live in one centralized surface, eliminating fragmented decision-making across email and spreadsheets.
Context-rich decision support
Each request surfaces the information admins need at the moment of action session details, capacity constraints, policy considerations, and urgency, without requiring context switching.
Risk and conflict prevention
Previously, overlapping sessions were often approved unintentionally and discovered only on the day of operation.
Real-time validation flags scheduling conflicts, policy violations, and SLA risk before approvals occur, shifting error detection upstream.
Exception handling without process reset
Admins can handle urgent or non-standard sessions directly within the system, preserving continuity instead of restarting workflows.
SCOPE IDECISION IN THE INITIAL RELEASE
Given timelines and operational risk, we focused the initial release on core booking, vetting, and coordination workflows.
Deeper optimization and intelligence were intentionally left for future iterations once usage patterns stabilized.
The handoff included documented workflows, validation rules, and known edge cases to ensure the system could evolve without design dependency.
IMPACT & VALIDATION
To ensure the system performed under real operational conditions, we partnered with the in-house UX Research team to evaluate impact and validate outcomes after launch.
Faster vetting was driven by reduced back-and-forth between admins, as required context and validation moved into a single review surface.
Success was measured through operational outcomes, not engagement.
HOW WE VALIDATED
This approach ensured validation was grounded in real usage and expert review, rather than assumptions or isolated usability tests.
FORWARD LOOKING CONSIDERATIONS
With the core system established and validated, we aligned on focusing future iterations which included:
Post-launch, I completed a structured handoff and exited the team, ensuring the system could be operated and scaled without design dependency.