Manage My Booking
-
Understanding the business point of view was a significant part of this project. What value are we bringing through this revamp?
-
Via conducting quantitative research, we recruited 20 travelers with upcoming bookings within 6 months to test our prototype and understand what was insufficient about the previous version.
-
Through desktop research, benchmarking, and collaboration with stakeholders, the design hypothesis was formed and presented to the senior leadership team.
-
Mapping out all scenarios with solutions that accommodate users’ needs.
-
After launching the design 100% we look at the experiment result and continue to iterate the design.
Manage My Booking (MMB) has now most of the necessary data points to understand the micro-conversion rate at each step of the post booking funnel
Problem Statement
Post booking done was untouched since 2013. It has several problems…
Outdated design
Post booking experience was very limited
Most amendment needs to be done through customer service agents
Lack of payment condition
User Lab
During the study we learned more about how our participants amend or solve problems with their bookings, from the initial trigger to resolution.
There are 3 parts to the “Amendment Journey“
Decision
How the user discovers the need and decides how and when to address it
Execution
How the user actually take action to make an amendment, solve a problem, or answer a question
Result
The outcome or series of follow-ups of any action the user takes to amend their booking, solve a problem, or answer a question
Design Hypothesis
We can own Execution and influence Result. Building a better experience in these two phases will increase user confidence during Decision.
By doing so, we may able to reduce CEG touchpoint and provide first-class self-service tool for our travelers.