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TripAdvisor

DateChange.jpg

Helping Save Time for Users Post Purchase

TripAdvisor users can now book all 70,000 of Viator's products on TA's website and/or native app. At the moment, self-service features (ie. a users ability to cancel their tour, change their date or the number of passengers) are only available on Viator.com. My team was responsible for building out all of the self-service features on TripAdvisor's site and native app. Below I will focus solely on the change date feature.

Challenge

Creating a feature with styleguidelines and patterns that I was unfamilar with and accounting for all of the edge cases.

Goal

Create a user friendly feature that will reduce date change customer service calls by 50%.

Role

Sole Product Designer working with a PM and three developers.

Process

TA Process.png

Viator Pattern

To start, I went through the process of changing the date as a user on Viator.com and took note of any pain points or areas of friction. It was a good starting point, but it was clear that the Viator.com feature hadn't recieved attention in quite some time.

Viator Change Date.png

TripAdvisor Pattern

I then looked at how TripAdvisor currently handled some of their self-service features. The only self service feature on TripAdvisor is their Hotels cancellation flow (pictured below). It was important that my designs maintained a consistent pattern.

Current 2.png

User Flow

Before pushing any pixels, I did an exercise that helped me work through a user flow. I posed the interaction as a conversation between the user and the interface. Below is just one of the many scenarios that I worked through to flesh out the main and edge use cases. This excercise was particulary helpful in accounting for the 10% of products that have price variation on different dates.

User Flow.png

Iterations and Testing

I did user testing with 10 users to ensure that the flow was intuitive. One of the key findings we discovered during testing was that the current date and new dates were not clear to users while they were interacting with the calendar. The designs below show the changes I made before and after testing.

Before and After.png

Results and Prototypes

I left TripAdvisor a few weeks after this project shipped, but there were early signals for success as customer service calls related to date change already had droppped by 25%. Here's a look at the final prototype. I also designed this for responsive web and android. The web prototype is below.

Desktop Prototype