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8/12/2019 UXVision Upload
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a look at whatthe UX teamdoes, and howit does it.
a look at whatthe UX teamdoes, and howit does it.
VISIOUXVISION
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AGENDA
Review UX Role and Proess
Review UX Vision
Review hi!h level ASA"
UX #on$erene learnin!s % &eroen
UX #on$erene learnin!s ' Noa
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PRO#ESSPRO#ESS
a look at howthe UX desi!n(roess
works.
a look at howthe UX desi!n(roess
works.
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UX #)AR"ER
Review the video *elow+
https://www.youtube.com/watch?v=UlMgKI4NCOU
https://www.youtube.com/watch?v=UlMgKI4NCOUhttps://www.youtube.com/watch?v=UlMgKI4NCOUhttps://www.youtube.com/watch?v=UlMgKI4NCOUhttps://www.youtube.com/watch?v=UlMgKI4NCOU8/12/2019 UXVision Upload
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PRIN#IPES
a look at thestandardsthat !-ide theUX (roess.
a look at thestandardsthat !-ide theUX (roess.PRIN
#IPES
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8/12/2019 UXVision Upload
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PERSONASPERSONAS
a look atthe (eo(lewe desi!n$or.
a look atthe (eo(lewe desi!n$or.
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Personas hel( -s kee( in mind who we are desi!nin!$or. 6e meas-re all o-r desi!ns a!ainst the (ersonasto see i$ the meet a!ent *ehaviors and e1(etations.
"he are also a !reat learnin! tool $or new mem*erso$ the Voa!er team.
Personas are livin! do-ments that are -(dated with
new insi!hts and researh on and on!oin! *asis.
)O6 6E USE PERSONAS
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ODGING
Needs ad !ats
" #$ve me easy access to p%ope%t y $&o%mat$o
&%om ay pa%t o& the sales &low
" 'elp me commu$cate hotel pol$c$es( %ules( ad
%elevat boo)$g $&o%mat$o to the custome%.
" *mpowe% me to aswe% custome% +uest$os
about hotels( locat$os( ad ladma%)s
" 'elp me $c%ease my sales.
,%oduct
-odg$g *ped$a.com
,a$ ,o$ts
" -oad$g the sea%ch %esults page( ad %e&$$g thesea%ch p%e&e%eces ta)es too log.
" 'adl$g dead0a$% ad hav$g to ma)e small tal)
w$th the custome%.
" Not )ow$g the ame 1ad spell$gs2 o& hotels(
locat$os o% ladma%)s.
" 'av$g to as) the custome% &o% the same
$&o%mat$o mult$ple t$mes.
" Nav$gat$g bac) ad &o%t h betwee pages ca be
t%$c)y( ad ta)es a lot o& t$me.
" Nav$gat$g bac) ad &o%th bet
*mauel $s a agg%ess$ve sales aget who doest
hes$tate coute%$g commo custome% ob3ect$os.
'e %ecog$es custome% patte%s ea%ly $ the
p%ocess ad establ$shes %appo%t w$th the custome%
by as)$g spec$&$c d$scove%y +uest$os. 5lthough he
$s %elat$vely com&o% table ma)$g small tal)( he has
establ$shed othe% wo%) a%ouds &o% dead a$%.
*mauel hadles h$gh call volumes( ad o&te has
3ust a &ew secods o& ava$l t$me betwee calls. 'e
uses th$s t$me to update h$s sales t%ac)e%.
6ac)g%oud
*mauel g%aduated 7 yea%s ago( ad sta% ted
wo%)$g $ call cete%s sho%tly a&te%. '$s &$%st call
cete% 3ob was &o% a telecommu$cat$os compay
whe%e he wo%)ed &o% a yea%. 'e 3o$ed the 5eg$s
call cete% $ Ma$la 8 moths ago as a lodg$g sales
aget. *mauel $s a +u$c) lea%e%( a compet$t$ve
sales aget( ad also ass$sts $ t%a$$g ewb$es. 'e
has a gee%al ude%stad$g o& popula% hotel b%ads
ad locat$os( but $s st$ll lea%$g about ew c$t$es
ad ladma%)s all the t$me.
#u$d$g 6us$ess ,%$c$ples
Im(rove 7e. 4etris
" 5llow9me9to9dec%ease9my95':(9ad9$c%ease9my9sales.
" #$ve9me9access9to9mo%e9%elevat9$&o%ma;o9so9I9dot9
have9to9call9the9p%ope%ty9o%9chec)9the$%9webs$te.
" #$ve9me9mo%e9$s$ght9ad9cotet9a%oud9the9custome%9so9
I9ca9close9the9sale.
" #$ve9me9ways9to9o&&e%9alte%a;ve9p%ope%;es9so9I9ca9
upsell (9o%9coute%9custome%9ob3ec;os.9
*mauel -ocat$oMa$la5ge77 -aguage:agalog :eu%e8 moths 5get :ype*pe%t
# -rrent Desired7PI
Avera!e )andle "ime
#onversion
3ooked Reven-e Per #all
# alls handled (er da.
Help me increase my sales and reduce AHT
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Needs ad !ats
"
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Needs ad !ats
"
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Needs ad !ats
" Mo%e +ual$&$ed pac)age calls.
" M$$m$e the hoops the tool ma)es me 3ump
th%ough.
" Ma)e mo%e sales tha yeste%day.
" ,%ov$de a a%seal o& sales tools 1e.g. 0 aget
&ece p%$c$g( de&e%%ed paymet opt$os2.
,%oduct
,ac)ages *ped$a.com
,a$ ,o$ts
" :ed$ous ad t$me cosum$g steps to o&&e%/
compa%e v$able opt$os.
" 'av$g to wa$t &o% t he &ull @ea%ch =esults page to
load 1$$t$al ad %e0+ue%y2.
" 5s)$g custome%s to %epeat t %$p $&o.
" Not hav$g %obust pac)age $&o 1e.g. supe% set o&
e.com( th$%d pa%ty s$tes2.
" Copy$g ad past$g data.
5a $s able to sese the type o& custome% ea%ly
o $ the sales &low ad ca act app%op%$ately to
%espod to custome% cues ad by tu$g $( she
ut$ l$es these s$gals $ the d$scove%y ad shopp$g
phases. @he $s able to egage w$th the custome% ad
)eep the cove%sat$o go$g eve whe sheEs
wa$t$g &o% a page to load. @heEs able to eped$te a
h$gh call volume ad d$sl$)es log calls w$th casual
shoppe%s that doEt cove%t ad clog he% p$pel$e.
6ac)g%oud5a g%aduated 7 yea%s ago( ad sta%ted wo%)$g $
call cete%s sho%tly a&te%. 'e% &$%st call cete% 3ob
was &o% a telecommu$cat$os compay whe%e he
wo%)ed &o% a yea%. @he 3o$ed the 5eg$s call cete%
$ Ma$la 8 moths ago as a lodg$g sales aget by
ta)$g pa%t $ the p$t0stop $te%v$ews. 5a $s a
+u$c) lea%e%( a compet$t $ve sales aget( ad also
ass$sts $ t%a$$g ewb$es. @he has a gee%al
ude%stad$g o& popula% hotel b%ads(
#u$d$g 6us$ess ,%$c$ples
Im(rove 7e. 4etris
" 5llow9me9to9hadle9calls9mo%e9+u$c)ly9so9that9I9ca9close9
mo%e9sales.
" I9wat9mo%e9pac)age9sales9calls(9they9ma)e9me9%each9my9
$ceJ ve9&aste%.
" ,%ov$de9mo%e9sales9tools(9d$scout9leve%age9ad9paymet9
opJ os9to9close9mo%e9sales.
" #$ve9me9accu%ate9pac)age9deta$ls9that9a%e9sych%o$ed9
w$th9the9ol$e9custome%s9epe%$ece.
Empower me to meet customer needs.
5a -ocat$oMa$la5ge77 -aguage:agalog :eu%e8 moths 5get :ype*pe%t
# -rrent Desired7PI
Avera!e )andle "im e
#onversion
3ooked Reven-e Per #all
>: min-tes
=>;?? Do No )arm
BB%B9.B
Pro*lemIna-rate or missin! amenitiesin$ormation
Sol-tionRedesi!n room and (ro(ert level
amenitiesF
* Designs in Progress
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A4ENI"IES DISPAC 3EORE
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A4ENI"IES DISPAC A"ER
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>.
Pro*lem)ard to trak i$ the (a!e is $ro/en
Sol-tionRe(lae s(inners with *etter o(tionsshowin! (ro!ress(a!e renderin!
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DEAING 6I") REEHES#URREN"
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Loading Results
Searching for Deals on Hotels...
Finding the BestFlight Options...
Almost done
< 5 seconds left
DEAING 6I") REEHESF
* Concept
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>.
Pro*lemilterin! and re$inin! searhes
Sol-tion3etter and more s(ei$i $ilterin!o(tions *ased on data.
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4ORE SPE#II# I"ERSF
* Concept
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OERING A"ERNA"IVESF
* Concept
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4ORE S#ANNA3E SEAR#) RESU"SF
* Concept
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>.:
Pro*lemak o$ (ro(ert alternatives
Sol-tionDesi!n alternatives to searhed res-ltsto im(rove onversion
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OERING A"ERNA"IVESF
* Concept
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OERING A"ERNA"IVESF
* Concept
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>.9
Pro*lemSearh near* o(tions
Sol-tionSolve -rrent (ain(oints * (rovidin!radi-s o(tions in the dro( down
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DIS"AN#E OP"IONSF
* Concept
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>.;
Pro*lemA*ilit to $ ind itinerar 2-ikl
Sol-tion#reate advaned itinerar searh o(tions
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* Concept
ADVAN#ED I"INERARCF
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APPENDIX
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>.@
Pro*lemA!ents sho-ld *e travel e1(erts
Sol-tionEm(owerin! a!ents and inreasin! theirknowled!e * o$$erin! them ti(s a*o-tloations, landmarks, and events
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E4PO6ERING ")E EXPER"5F
* Concept
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JUES"IONSK
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"hank o-.
END