Visit Abu Dhabi

Platform that manage
End-to-End Hotel booking process

Create/Develop a platform that helps travel agents to sell their products collaboratively with customers with more confidence and less time.

Role

UX Lead
Scrum master
Hi-fi prototyping

Team

8 People
including PM, BA, Frontend dev, Architect, and QA

Timeline

2 Weeks for Initial Prototype

Introduction

Apr 2014 - Mar 2015

All local and relevant products on one platform with real-time
availability and rates. Make bookings from a live inventory of
attractions and receive instant confirmation. Create user logins
for every employee to set sales targets.

Keypoints

Load and Manage Products with Real-Time Availability
Sales Website in Arabic and English
View All the Bookings Made at a Glance
Interactive Dashboard
Partial or Full Cancellations and Refunds
End-to-End Workflow Management

Agent, key pain points

Apr 2014 - Mar 2015

Updated news about travel, promotions, covid

Customisable dashboard according preferences

Able to create fav results list and access it easily

Clear indication of Discount

Multi-currency and Multilingual

Need a interactive map view

Key product segments

Apr 2014 - Mar 2015

Before we begin the design process we have to identify the key product segments we are going to. After a few rounds of ideations and validation sessions we have finalized the major product breakdown into 3 different segments

B2B Dashboard

The agent dashboard enables the user to track and monitor real-time data and reports to enhance operational efficiencies and decision making.

Reporting dashboard giving full details of sales, Revenue, commission earned etc.
Invoices
Credit and Cash Top-ups
Bookings Report
Financial View
Edit User Functionality for Super Users
Setting Different Markups, Commissions, Full OF Data export and Data Views

Comprehensive Booking Flows

Enable agents to search and book while cross-selling other shopping cart items and ancillaries to increase yield. Easily manage rates, rules based on prioritisation, aggregation, pricing, discounts, and promotions in real-time.

B2C Flow

Enable customers to search and book product via B2C website

Hi-Fi Mockups

Apr 2014 - Mar 2015

User testing was an iterative process that was conducted at every milestone of the project to identify the biggest pain points. Once feedback was gathered, I would revisit the prototypes and test them again.

I wanted to create a refreshing, minimalist, and clean UI that can improve agents day to day activities

Dashboard

Dashboard included basic booking flow, access to finance section, user/subuser management section, news feed and customizable dashboard. This was quite a challenging part of the booking flow. Since we are consuming multiple APIs to get results we have to think consistent way to show all of the product flows (Hotel, Tickets, Tour, Flight, Activity and Events)

Passenger Page

Here, users are able to find different kinds of products for different users. And since this is a B2B platform, in the cart summary, the agent has the ability to check his commission quickly by pressing hot keys. I brought the payment details and the passenger details together.

Confirmation Page

Confirmation page is included booking success massage, documents, product details, payment details, passenger information, location details and generated QR for booking.

B2C Landing Page

The B2C landing page is quite different from the B2C website. I designed it to align with the CMS website with their styleguide.

Key takeaways

Apr 2014 - Mar 2015

There are some key takeaways we were able to pick out while in the design phase and development phase as well.

No results for results page

We don't want to Agent to feel stressed while building a holiday package or booking an item for their customer. So we decided to make a system smarter with smart suggestions on the no-result page based on the criteria that were input and the passed data that we collected. This will give the agent the flexibility to look for more or start a new search right away from the no result page.

Keep the user on track and provide more information

Initially, the availability calendar design only allows for selecting a specific date or date range. But we came up with a better solution that indicates how prices vary on the different dates inside the calendar. The QR code helps users to quickly scan tickets and check in specific products.

The more involved with the user the more product become useful

After we started usability testing and closely monitored their activities, we identified that most users were starting to act on their previous habits. So they expect the system to behave in the same way as their legacy systems. So we have to make a few alterations to make them adapt to the system. Introduce of the new user guided across the platform help lots of to adopt the user for the new system.

Withdrew from our own bias and predictions

Analyzing research data allows me to overcome my own bias. And turn that feedback into opportunities. If I hadn't gone that far, I would have rejected really valuable features based on my own assumptions.

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Platform that manage
End-to-End Hotel booking process

Platform that manage
End-to-End Hotel booking process

Introduction

Agent, key pain points