Rule based automation for Travel Agents
Timeline
6 months
Role
Design & Research lead
Status
Shipped 2019
Teammates
Ekaterina (PM), Alessio (Eng), Gary Meredith (PO), Laura Pacaud (Researcher)
🧪
Results
🪄
Final designs
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Timeline
6 months
Role
Design & Research lead
Status
Shipped 2019
Teammates
Ekaterina (PM), Alessio (Eng), Gary Meredith (PO), Laura Pacaud (Researcher)
Results
Final designs
Travelport Efficiency Suite provides an event-driven solution to increase agent productivity with simple commands and a user-friendly interface. Its intuitive templates and automation make rule creation easy and accessible through one single portal.In the MVP, users were asked to paste code into the text editor to complete complex rules. We wanted to allow non tech savy indivduals create complex rules without writing code.
In the previously designed version of TES, users were asked to paste code into the text editor to complete complex rules. We wanted to allow non tech savvy individuals to create complex rules without writing code. We wanted to chance that with a ifthtt approach.
Primary
Increase the number of rules created by our customers on a daily basis.
Secondary
Work with our design system team to test and improve our new design system.
This is how the product looked before the redesign. I had the pleasure of speaking with x8 agents to get a better understanding of their pain points and struggles. It was clear that the main point was the following given the context of Covid19 and the effect this had on the travel industry.
To begin uncovering the story behind some of our customers (who are travel agents) and usage data I conducted a series of in depth interviews with a number of customer who had a mix of lots of rules created, and ones with minimal rules created per day. My aim was to better understand the wider context of their experience and the triggers behind their behaviour both before and during their use of our product. I also ran a series of user tests on the current platform to begin auditing it’s usability and functionality.
These two combined approaches allowed us to spot the flaws in our current system (both on and offline) as well as unearthing some of our key user needs.
After numerous sessions with a mix of power & casual customers, myself and the design team brainstormed potential ideas for how we could solve their problems. My personal goal at this stage is to always go as wide as possible and pull in later.
Once we had concluded our hypothesis, it was time to begin testing. we did a round of continuous studies where we would speak to customers on a weekly basis. This ranges from quality interviews, to usability focussed tests.
User testing
User testing analysis
Interview analysis
Good housekeeping
Finding 01
Templates were a big joy from our users. The current flow was to consistently duplicate and edit rules. This new workflow eliminates that mundane style of task.
Finding 02
The use of iconography unaccompanied by it’s text label tested poorly.
Finding 03
The summary was a big hit. This was a very minor update from an engineering point of view and caused the biggest delight.
Below are the final designs. Forever grateful to the team for working on this with me.
Our original hypothesis was proven correct and that our customers now longer needed dev support to create automation rules. The dropdown approach was working.
As this was one of the first projects we worked since since opting to create a design system, I had the pleasure of working tightly with the designs system team to push the system out wide and see what could be added/taken away.
Every week at our design crit we would make room to discuss similer problem/tasks that our projects were facing. We would then look at our component base to see what could be used & what was needed.
Increase in rules created
Customer satisfaction
Shared components
Created a better relationship with sales reps
Prior to this workload. It wasn’t common for Design to speak to our customers of this product. This workflow created future trust.