Product Case
Designing a platform for corporate travel operations
Redesign of a legacy system for multiple personas.
- B2B
- Multi-user
- Legacy
- Complex systems
Reference image — project under confidentiality
Research insight
The system demands a lot from customer support because users cannot use it easily.
Context
Corporate travel involves trips made by professionals on behalf of their companies, whether for meetings, events, trade fairs, training, or visiting clients and suppliers.
The client had developed a platform that brought together all the personas involved in this universe: the companies paying for the trips, points of sale connecting companies and hotels, and the hotel networks themselves defining prices and available units.
Despite being a robust and complex system that addressed many needs of different users, it was a legacy system with many usability issues that ended up overloading the customer support team.
Approach
I started by analyzing the system and identifying problems through a heuristic analysis. In this context, we found that terms had different meanings within the same system. To solve this, I conducted an in-person Card Sorting session with representatives of each involved persona.
In parallel, I built a new navigation flow and a new UI that simplified the actions performed on the platform and made them more intuitive.
I also structured and conducted usability tests in person and remotely.
The same term meant different things to each persona — aligning language was the first step to simplifying navigation.
From analysis to the new interface
Records of the research process, flow definition, and design of the new screens.
A session with representatives of each user profile to align the understanding of every term used in the travel industry.
Editing within the same screen structure that clients will see.
From the calendar it is possible to create different rates and policies for each room type, as well as track occupancy.
Hierarchical organization of policies, with base rules and derived policies for different commercial conditions.
Outcome
All the dedication to research, analysis, and improvements delivered resulted in another contract with the client, focused on new analyses and features for the system.
What was delivered:
- New usage flows for each persona
- New navigation and information architecture
- New interfaces
- New style guide
- Research documentation
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