Context

In response to rapid operational growth and increasing demand in the travel industry, our client, Chase Travel, needed to transform their agent desktop experience to enhance employee and customer satisfaction.

Cross-disciplinary team collaboration

We collaborated with the global travel team, conducting extensive workshops, stakeholder interviews, and direct observations to understand customer needs and the Jobs to Be Done.

User and business goals

The main objectives were to streamline agent workflows, reduce cognitive load, and improve customer service efficiency, ultimately boosting both employee satisfaction and the bottom line.

My role and responsibilities

As a support product designer, I was responsible for secondary research, working with our product stakeholders to create and validate workflow process maps, create high-fidelity design flows and prototypes, and worked with design team leadership to ensure a seamless developer handoff.

The problem

Overall, agents were overwhelmed by disparate systems and increased cognitive load, leading to inefficiencies and a poor experience for both agents and customers.

Agents also needed a more intuitive and learnable solution for transferring card members to other, more specialized or available agents that would be able to service their needs. The previous version they had in play didn't integrate well or provide agents what they needed.

Hypothesized solution

We proposed a new digital application that consolidated over 11 disparate tools into a single, streamlined interface, introducing automation to reduce friction and enhance scalability.

User testing results

User testing revealed a significant 13% boost in efficiency and a 34% reduction in errors, with agents appreciating the simplified workflows and improved access to information.