Eden Viaggi Travel Portal: making work simpler
It’s a good rule to start a project with a brainstorming session to recognize what the company is trying to achieve.
- Users have difficulties to read essential communications.
- Users don’t navigate many sections inside the old portal.
- Users ask help often to customer service.
The team conducted 20+ interviews to understand how the users are using the old portal and to discover what features they would prefer to have in the new one.
- Too many clicks to book a reservation.
- Users are overwhelmed with too much information.
- Users don't use at all some functionality.
To better understand the main problems of the old portal, I’ve requested our Analytics teams to provide me with most recent data.
- 80% of users focus on a single functionality.
- Some resources are not working or very hard to find
- Some section is visited by 2% of users
I decided to go through a mind mapping method.
After this activity, I was able to prioritize the features for the new portal.
With the user pain points revealed, I moved on to the design process. I gathered together and sketched out a few variations of the portal.
When I solidified a few ideas, I created a few prototypes.
- Users liked the overview of the new interface.
- Users appreciated the new booking flow.
- Users loved new functionalities
After a few iterations and about many tests, I was able to come up with the idea that tested the best.
It was a successful design challenge, and the company saw significant improvements in portal performance. Iterative user research and prototyping led to a final product that increased usability value from 32% to 85%. The portal is used by 20,000+ agents in Italy on daily basis and receives 2+ million visits per month. Currently, I'm working on improving interaction elements based on continued review feedback and analytics tracking.