Embed Size (px)
Citation preview
Noel Holmes – User Experience
Noel Holmes&User Experience
(Portfolio 2 of 2)
Last update: 3/2//2009Noel Holmes • User Experience
[email protected] • 512.484.4195A grate user experience?
Noel Holmes – User Experience
Choose a Topic
Goin’ Mobile
Metrics / Voice of the Customer
Facebook App/Social Web
Interactive Voice Response Makeover
Rich Internet Apps
Noel Holmes – User Experience
Travelocity Mobile
• Launched in November• Extensive Offering
– View current itineraries– Add/cancel a car– View FareWatcher list– Receive up-to-the-minute
information about flight status
– Get average TSA security point wait times
– Other tools include currency converter calculator, destination information and weather reports
Go to mobile.travelocity.comTvly Mobile – WAP
Back to menu
Noel Holmes – User Experience
Travelocity Mobile for iPhone
• Designed specifically for iPhone and iPod Touch• Launched Flight Information in just 2 weeks!• First Travel app on the new iPhone Web App portal• My Trips/Lookup solution launched in Jan 2008• Featured Web App and Staff Pick at Apps Store
Launch – MacWorld 08
Go to iphone.travelocity.comTvly Mobile – iPhone
Back to menu
Noel Holmes – User Experience
Featured during week of MacWorld, Jan 2008Tvly Mobile – iPhone
Back to menu
Noel Holmes – User Experience
Voice of the Customer
Back to menu
Voice of the Customer – Text Mining What are the major issues for our most important customers?
Noel Holmes – User Experience
Voice of the Customer – Text Mining What the customers are actually saying
Details of
Suggest
ions
offered
by users
pulled by
“sugges
tive phra
ses”
Back to menu
Noel Holmes – User Experience
“Wish We Were There”A Travelocity Facebook Application
Building and launching the app in one week.
The Trick is…
Back to menu
Noel Holmes – User Experience
Build your own beach Choose from over 60 Original ItemsTravelocity Facebook App
Back to menu
Noel Holmes – User Experience
Send your scene to a friend as a postcardTravelocity Facebook App
Back to menu
Noel Holmes – User Experience
Interactive Voice Response - Key Challenges
• Poor 1st Call Resolution
• Limited Self-Service
• No Branding
• Outdated Call Flow
• No Reporting
• Old System
Making callers go away… …happy
The Trick is…
Back to menu
Noel Holmes – User Experience
Project Goals
1. Increase First Call Resolution• Get the call to the right agent the first time
2. Drive Self-Service• 1% improvement drives $300k/year savings
3. Improve Branding & Persona• Project Travelocity’s brand (goals, values and personality)
4. Enable Relevant Marketing Offers• Use the IVR as a marketing channel (inexpensive marketing to a
captive audience)5. Establish Reporting
• If it’s important, measure it6. Upgrade Systems
• Improve system availability / system integration7. Automate Testing
• Improve product quality / delivery speed
Back to menu
…using a user-centered approachMeeting Business Requirements
Noel Holmes – User Experience
Results - IVR Upgrade
• Sounds fantastic! Works great!• Answered 80% of Travelocity Leisure Calls with the New
IVR in the first year • Delivered Value Early Using Agile Approach
– Realized value 3.5 months from project kick-off for 70% of calls (vs. 6-9 months for all calls estimated by Intervoice)
• Migrated First Corporate Account (25% of corporate calls)• VUI Designer Added to Team
– Voice User Interface Designer, similar to IA role for voice
• Increased Calls Terminated in IVR by 5% (16% - 21%)• Made “the perfect call” possible
Back to menu
Integrating user interface into processAgile Approach
Noel Holmes – User Experience
Web 2.0 - Experience Finder
Engaging, seducing, inspiring the user
Back to menu
The Trick is…Go to travelocity.com/experiencefinder
Web 2.0 / Rich Internet (Flex / Flash) Rich with photos & videos
Back to menu
Web 2.0 / Rich Internet (Flex / Flash)Rich with Interactive maps, wishlists,
community reviewsBack to menu
Noel Holmes – User Experience
Laser Keyboard and Micro Projector
Back to menu
On my wishlist…
