Revamping the "My Booking Page" for Enhanced Customer Experience  —

In response to numerous customer queries and issues related to ticket retrieval, payment verifications, and luggage bookings, our team embarked on a comprehensive UX/UI redesign project. This initiative aimed to streamline the user journey and reduce customer care calls by addressing pain points faced by users while navigating their booking details.

Team of 2
Role: Product Designer

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Discovery Phase—

Customer Care Interviews: We initiated the project by interviewing the customer care team to identify top reasons for customer queries and understand the emotional impact on users when they contact support.

On-Site Customer Interviews: Engaging directly with customers in their travel environment, we conducted in-depth interviews to grasp their experiences, especially regarding travel documents.

Analyzing Hotjar Recordings: Leveraging Hotjar, we scrutinized user behavior through recordings to gather insights and pain points encountered during their interactions with the platform.

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Ideation and Wireframing  —

Mapping User Flow: Based on the insights gathered, we began sketching potential user flows and wireframes to visualize a smoother journey.

Problem Identification: By dissecting and analyzing the collected data, we identified critical issues that needed immediate resolution.
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Prototyping and Usability Testing—

First Prototype Creation: Translating our findings into action, we developed an initial prototype of the redesigned "My Booking Page."

Usability Testing via Maze: Employing the Maze platform, we conducted online usability tests to gauge user interactions and gather feedback on the prototype.

Iterative Improvements: Analyzing the test results, we iterated on the design, incorporating changes to address usability issues and enhance user experience.
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