Overview
I was the sole UX Designer at Traveltek for over 3 years. During my employment, I was the UX part of a project team working on developing a B2B booking application for travel agents.
Please note: I don’t have permission to share the visual aspects of this project. However I’m happy to discuss my design thinking, processes within the project and visuals available on the Traveltek website.
Goals
Improve the existing legacy booking application to bring up to modern standards.
Engage with users and travel agents to understand user needs and requirements.
Brainstorm solutions to project tasks based on user research and business needs.
Main Concerns
- Travel technology is very rigid, with outdated processes and legacy dependancies.
- Being able to display complex information in large quantities.
- Complicated and extended user journey.
Business Requirements
- Provide a successful B2B booking application.
- Improving the user journey to be more user-friendly and accessible.
- Being less dependant on legacy services and modernising the whole process.
Interviews, Surveys & Demos
With interviews users were able to voice their concerns and wants directly. This gathered information was then fed into user stories within the project.
Surveys provided a way for users to give feedback anonymously.
Prototype demos were showcased at events which provided qualitive data on the application’s usability.
Analytics
In some cases analytics were used to further understand user behaviour, using platforms such as Google Analytics.
Quantitative data was invaluable in further understanding pain points, for example: drop off rates, click rates, etc.
Better QA Process
One of the challenges of this project was the lack of a good QA process. As a result there was a lot of small changes and issues that managed to get through. To counter this I worked closely with the development team to integrate a better QA process.
QA Improvements
- Weekly design stand-ups and design meetings with product and development teams for better communication of work.
- Using online whiteboarding sessions to better facilitate reviews and to catch the small details.
- Involving design during development QA process, highlighting any technical limitations or design issues.
Search Results
Key Learnings
- Cross-team communication, the project had a complex team structure so it was important that there was open communication between the different teams. I worked closely with the product and development team in particular.
- Taking charge of the project’s design assets including: wireframes, component libraries, mock-ups and prototypes. The component libraries in particular were very successful and were used within other projects.
- Developing and maintaining design systems and creating component libraries. Having a design system was vital for consistency and brand integrity across the project.
- Having a good QA process in place saved time and ensure the quality was consistent across design and development. While there was a little trial and error finding the best process for the team it was worth the effort in the long run.