Context

American Express Travel and Leisure Services aimed to enhance their travel consultants’ efficiency by developing a dynamic software solution, specifically the QC Compliance and Disclosures Sabre Red App, to streamline the disclosure process and improve customer service.

Cross-disciplinary team collaboration

Our team collaborated with various stakeholders, including product managers, travel consultants, and technical representatives from Sabre. Through extensive research, interviews, and workshops, we identified the core tasks travel consultants needed to accomplish and the pain points in their workflow.

User and business goals

The primary goals were to simplify the disclosure process, reduce errors, and ensure compliance, thereby enhancing the overall customer service experience. Business objectives included improving efficiency and reducing liability risks.

My role and responsibilities

As the Senior Product Designer, I was responsible for conducting user research, creating wireframes and prototypes, and leading the design of the QC Compliance and Disclosures Sabre Red App. My focus was on ensuring the solution was user-friendly and met compliance requirements.

The problem

Travel consultants faced a cumbersome and error-prone process of manually retrieving and reading out disclosures, leading to increased stress and potential liability issues.

Hypothesized solution

We proposed an automated disclosures app integrated into the Sabre system that would streamline the process by providing event-specific disclosures at the appropriate times, acting as a virtual assistant to the travel consultants.

User testing results

We've just sent out our initial survey to travel consultants that will identify overall sentiment, pain points and how a solution like this might enhance the call handling experience. In 2 weeks we're moving into moderated user testing sessions to test out our initial prototyped concepts.