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Designs

RMS Cloud

RMS Interactive Maps

Role

Lead Product Designer

TEAM

Design, Engineering, Product

Platform

Web & Mobile

01 — Overview

Redesigning the Map Booking Experience

RMS Cloud is a property management platform used by holiday parks, caravan resorts, hotels, and specialist facilities across 70 countries.

For campgrounds and caravan parks, guests book using maps. The old experience was broken, pixelated, inconsistent, and unusable on mobile. I was brought in to replace it entirely.

The solution shipped globally. Retention improved, scalability delivered, and the prototype became an active sales tool.

7,000+

PROPERTIES SHIPPED GLOBALLY

Improved

RETENTION FOR MAP-USING PROPERTIES

Sales tool

PROTOTYPE USED TO WIN NEW CUSTOMERS

02 — The Problem

Broken Experience

Clients uploaded a static JPG of their site layout. Staff manually drew rectangles over the image to mark bookable sites. A survey of 21 users revealed:

76% said the map experience was not mobile-friendly
57% said the map was hard to navigate
29% said filtering was too limited
29% said the experience was frustrating to use

Properties were churning. With no scalable infrastructure, every customer map was manual and inconsistent.

The question wasn't just how to fix the maps. It was about building a system that scaled across thousands of properties and worked on every device.

What factors matter most to families and friends when selecting a site for a holiday?

03 — research and discovery

What the Research Revealed

Competitor analysis across 10 platforms found the same gap everywhere. Most offered interactive maps or booking integration. Rarely both. That was the opportunity.

Six areas for improvement emerged: direct booking from the map, clarity on unavailability, multi-site selection, backend map editing, attribute filtering, and flexible group booking.

Problem framing sharpened the insight: guests choosing a site for a family or group holiday aren't just picking a location. They're managing the needs of multiple people — kids' play areas, quiet zones, proximity to amenities, sites next to friends. A poor map experience doesn't just frustrate. It creates stress, drives negative reviews, and reduces the likelihood of returning.

Six Improvement Identified

Direct booking from the map

Let guests book a specific site without leaving the map view. Removing the redirect reduced drop-off at the key conversion moment.

Clearer unavailability states

Distinct visual states for booked, held, and blocked sites. Users couldn't tell why a site was unavailable — this fixed that.

Multi-site group booking

Select and book adjacent sites in a single transaction. A common need for families and groups that the old system couldn't support.

Easier backend editing

Property managers can update site layouts without technical help. The old JPG-based system required staff intervention for every change.

Attribute-based filtering

Filter by power, size, accessibility, and proximity to amenities. 29% of users cited filtering as too limited in the survey.

Mixed accommodation types

Support cabins, glamping pods, and powered sites on a single map. Essential for modern holiday parks with diverse offerings.

04 — Design & Solution

Built to Scale. Built to Last.

Close collaboration with our frontend engineer to select the right mapping stack. We chose MapLibre and Maputnik, open-source, fully customisable, no vendor lock-in.

One core design rule established early: RMS owns the colour system, not the customer. Inheriting brand colours failed WCAG AA standards. Ticketmaster was the benchmark. Seven interaction states designed and tested across zoom levels, device types, and property layouts. Two layout approaches A/B tested. Version A won, 100% preference, 9 out of 9.

The result replaced static JPG maps with a fully interactive, mobile-first booking experience integrated directly into the RMS IBE. Real-time availability, attribute filtering, site selection, and checkout, without leaving the map.

05 — Outcome

Shipped globally. Retained customers.

The solution replaced a manual, per-customer workaround with scalable infrastructure. Designed once, customised for every property on the platform.

7,000+

PROPERTIES, 70 COUNTRIES

100%

A/B TEST PREFERENCE

WCAG AA

ACCESSIBILITY COMPLIANT

Sales tool

PROTOTYPE WON NEW CUSTOMERS

06 — reflection

What was learned

Overriding customer brand colours was met with pushback. Proving it with accessibility data rather than design opinion was what moved it forward. Lead with evidence. I'd push earlier for conversion data tied directly to the maps feature. The retention story is real. It needs a number to become a compelling business case.