Madridos Tours
Design system project for a tour company in Madrid
Freelance project - B2B
Who are Madridos?
During my year living in Madrid, I had the opportunity to get to know the team behind Madridos Tours.
This local tour company offers curated experiences exploring the city’s culture, landmarks, and lifestyle.
They run walking tours across the city, visits to key sites such as the Royal Palace, culinary tours, and day trips to destinations like Toledo and Segovia.
The main problems
1. Business Problem
Madrido's administrations relied on fragmented tools (Excel sheets, spreadsheets, phone calls), which led to coordination problems, errors, wasted time, and a heavy reliance on manual processes.
2. User Problem
Instructors were forced to manually enter data instead of focusing on guiding tours - a clear UX red flag🚩 that resulted in friction and poor user experience.
Main pain points of the personas
Shay 38
The CEO of Madridos
“As the CEO, I need to manage a tracking table and receive data, which can be challenging with multiple tools.”
Shiran 32
Administration manager
"The entire tour management operation can be bustling for me, with all the data spread across a few different tools."
Ori 30
Tour guide in Madridos
“After every tour, I have to re-enter data from my phone notes into a flight chart on the computer, which takes a lot of time."
The research
Through interviews with the users, I discovered key user problems. The system needs to be responsive. Users fall into two categories: regular users (tour guides) and admins (managers & owners), each with distinct privileges based on their role.
Goals and KPI's 🎯
1. Connecting all data into one clear system
(Zero use of additional tools).
2. Time savings for tour guides and managers.
(Real-time data entry during tour guidance)
3. Real-time transparency and management control.
(Preparing a work plan for the next month in a more effective way)
4. Reducing operational errors.
User Journey tables
1. Tour guides
2. Managers
1. Guide schedule screen
The opening screen for the guides.
Designed for desktop and mobile for ongoing operation.
Main features:
1. Tracking tour times in the calendar
2. Tracking income and personal goals
3. View reviews from tour participants
The solution
2. On mobile
The research showed that the guides should conduct the tour live, so I created the following screens:
1. List of the number of users
2. A checklist for marking the points in each tour
3. And a chat board linked to each
participant's WhatsApp Contact
3. Tour fill report
At the end of each tour, guides are required to submit a report.
Each guide receives a base salary of €80 per tour, with an additional tip calculated by the system based on the amount collected during the tour.
This allows managers to track tour performance and payouts in a clear and organized way.
4. Schedule for administrative manager
Shiran manages tour planning and scheduling based on operational constraints.
Using a simple drag-and-drop interface, she can easily create weekly schedules for each tour guide.
5. Monitoring board for CEO
Shay, Madridos’ owner and CEO, needed a single dashboard to track performance - income and expenses, tour participation, and revenue per guide - to compare months, plan, and manage bonuses.
Success Metric Results✨
1. Tour guides report a significant decrease in report -filling errors.
2. Admins report significant improvement in reading data, thus preparing a more effective and efficient work plan for next month.
3. 30% increase in tour registrations due to positive feedback on communication with tour guides during high seasons (June - August, holiday seasons).
4. Ability on the part of the CEO to reward the guides more effectively and motivate them to guide additional tours (Toledo, Segovia).
Lessons Learned 📖
1. Good UX saves money, not just time -
less manual work = fewer mistakes = fewer losses.
2. Admins and tour guides think differently - same information - different needs.
3. Simplicity is the key - users don't want to learn a system; they want it to work for them. Simple flow = happy user.
4. Usability testing - critical for every product, even the simplest one.
(A real graffiti from the La Vapies neighborhood in Madrid 🖌️)
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