Providing Custom Customer Experience
As a part of refactoring of the complete Regiondo software, Order options needed to be updated with the new design guidelines. In legacy version order options is divided in two parts one for POS (point of sale) and Online shop, the functionality is same it is just to help user customize further on both fronts, this need to be optimized into a single branch instead of two different branches.
Regiondo is all-in-one booking software made for tours, activities, and destinations that lets you sell tickets online, manage bookings, and connect with leading OTAs so you can grow your business faster.
Project Manager: Katina Beslot
Project Engineer: Max
Designer: Ishan Gupta
Here is a glimpse of the of the stream main screen transition from the legacy version to the new library based version.
Order options is used by user to set questions that are supposed to be asked in contact information to provde a personalized experience or get important information.
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A typical method of a shopping section comprises of three steps, Cart, Contact Information and Payment.
Here is a simplified version how the user selects questions for the products. This has to be done twice for each product for POS (point of sale) and Online shop:
A typical section filled by customers.
After a thorough understanding of the stream, and testing it multiple times to try most scenarios. I decided to go conduct interviews of different stakeholders to get different perspectives and pain points.
Understanding the existing user flow to empathize with the users, and finding out shortcomings.
Manage, replicate different scenarios and go through the stream to understand the fundamentals.
The user flow for the B2B Order Options stream.
The software was designed more than a decade ago, businesses now need more options and control to provide more customized service to their customers.
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The user has to do the same process for each product once for Online shop and for POS.
Lack of customization leads to longer checkout section lowering conversions.
Operators have to contact customers to get required information like DL, passport etc.
In order to find the optimum solution, the core functions we need to recognize are:
After defining the problems, and focusing on a structured solution a new user flow was designed to incorporate the feedback and solve problems. This initial ideation helped to share ideas with stakeholders and get a feedback on solution. This was then followed by a brainstorming session with different stakeholders.
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Members Involved: Developers, Designer, Customer Facing Representative and Product Managers
After incorporating feedback and newly found insight and data a new user flow was created.
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Figma was used to design and prototype the design as per the new user flow.
Order options has been transformed into a library from an individual product based system. This change enabled user with following benefits:
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A prototype was designed, with figma with a medium fidelity design. This was done to test with users with a set of actions they were spposed to perform.
Prototype of the user flow was tested inhouse and with selected operators to get a feedback regarding the experience and understanding of the complete process.
80% of the participant preferred segmented control over dropdown. Checkbox was the most unpreferred method as users found it un intuitive. Each user was presented with only one set and then after a short interview the other two options were shown to understand the preference.
90% of the participants preferred the new user flow with library saving time and adding further more customization.
