Objective
The Emirates Ticketing App is designed to address the challenges agents face during passenger data collection and booking. By rethinking workflows and integrating modern technology, the app aims to create a more efficient, accurate, and seamless experience. The key objectives are:
- User Goal: Enable agents to collect passenger info and requirements with ease.
- Design Goal: Introduce new workflows and technology to simplify processes.
- Business Goal: Improve overall efficiency and provide a seamless experience for agents and passengers.
Understanding the problem
Through extensive discussions with agents, I gained a clear understanding of how they handle diverse customer requests and the challenges they face. These interactions provided valuable insights into their workflows and behavioral journeys.
- The outdated technology constrained the overall experience and performance, affecting both the system and the users.
- The interface featured a complex workflow that hindered the overall experience, making it confusing and resulting in a steep learning curve for users
- Some key features were hidden within a confusing workflow and cluttered UI, making them difficult for users to discover and use effectively.
- The design was outdated and lacked user-friendliness, resulting in a less intuitive and cumbersome experience.
Gathering insights
The taskflow of the existing application was mapped out to determine the functionality, paint points and the time taken to perform various tasks.
Necessary changes were made to the task flow after careful analysis of the pain points and key areas that needed improvement.
Delivered solution
- Based on the updated task flow, low-fidelity prototypes were created and reviewed by peers. Agents tested the prototypes to validate feasibility and functionality, and their feedback was incorporated to refine and improve the designs.
- contributed to establishing the design language, ensuring consistency and cohesion across the project’s multiple modules and components.
- I collaborated closely with developers to ensure designs and interactions were implemented accurately according to the guidelines.