Final Design
Style Guide and components design
Testing on real users
Each one of the designs was tested with at least 30 users. We asked them to go through the flow and communicate their sentiments. At the end of each testing, we ask them multiple questions regarding the flow.
One of them was “what do you think about the flow and the arrangement of the pages and what would you do if you could modify anything you have in mind”. In addition to the multiple questions, we have also analyzed their voice and the movement of the mouse on the screen to define if there had more frustrations than what we were told in the questionnaire.
Outcome
First design version:
The average time to complete the task: 2:12
The average number of clicks: 21
New design version:
The average time to complete the task: 0:45
The average number of clicks: 11
New Design is 1.27 seconds faster and requires 10 fewer clicks on average.
Understanding
Questions:
• What would the step bar include?
• Should we follow the “Change flight” logic/flow?
• What payment information is the guest expecting?
• Should we show “Compare Cabin” if there are no upgrade options available?
• Should we prompt the user with all payment configurations?
• How does the user upgrade only one segment on a layover trip?
Requirements:
• The guest will need to see different information once on the payment page than what we currently have in RBF.
• Using existing design components to save time on the development and the design.
• The user will need a way back to “Manage-Trip”, because we knew from previous UXR that many guests will get into this flow just to compare the cabins and not to actually purchase new options.
Turkana
“Provide more details on the home page, show me what I get with the upgrade.”
Riley Jones
“Make it take one less step if possible. It felt like a long process”
Robert Harris
“I would have the ability to upgrade all flights at once to Premium or Business.”
Overview
At WestJet we utilized the Scrum framework to work more effectively.
Using “Jira”- To plan, track, and manage all our user stories, tasks and sprints, software channels, and platform development projects.
I worked in 2-week sprints, did sprint planning as a team to make sure we knew what needed to be completed in each sprint and to ensure the sprint goal and work was achievable and held a sprint retrospective at the end of each sprint to identify what worked well, what needed improvement and what improvements/changes we wanted to commit to as a team for the next sprint. Following the Scrum framework, we ensured that transparency and team communication was front and center to our daily work.
We worked with a Product Owner to help break down complex user stories (epics) into smaller pieces of work that could be completed in our sprints, defined the “definition of done”, and used our research and testing to pivot as needed to ensure project outcomes were met.
Target audience
The guests that will have access to this feature will be gold and premium members only (Older public).
This means that they have already been through the Responsive Booking Flow (RBF).
After multiple conversations with the team (POs, Devs, and co.) we made the decision to follow the current RBF design system as well as take the same approach included the step bar.
Those guests already know the RBF flow and it simplified their journey during the new flow.
The “early access to upgrade” feature appears in the “Manage Trip” section which has a similar feature called “Change Flight”.
The data showed that “Change Flight” performed well, so we decided to follow the same logic/flow and run a happy-path UXR later on in the process to see how our guests would react.
WestJet - Early Access to Upgrade
Give WestJet Gold and Premium members the opportunity to upgrade their cabin 48 hours before their scheduled flight instead of 24 hours for a better fee.
WESTJET - EARLY ACCESS TO UPGRADE
Give WestJet Gold and Premium members the opportunity to upgrade their cabin 48 hours before their scheduled flight instead of 24 hours for a better fee.
2020
Date
Prototyping, UX Design,
Front End
My Role
WestJet
Client
Desktop, Tablet, Mobile
(Responsive)
Platform
WestJet - Early Access to Upgrade
Give WestJet Gold and Premium members the opportunity to upgrade their cabin 48 hours before their scheduled flight instead of 24 hours for a better fee.
Leaders
Leaders is an Influencer Marketing Agency based in Israel Tel-Aviv. Today they have a dashboard for them multiple clients around the world which I designed. The challenge in this project was fitting all the data in a one-page dashboard without the need of scrolling on the desktop.
WESTJET - EARLY ACCESS TO UPGRADE
Give WestJet Gold and Premium members the opportunity to upgrade their cabin 48 hours before their scheduled flight instead of 24 hours for a better fee.
2020
Date
User Experience, Product Design, Research
My Role
Client
Desktop, Tablet, Mobile (Responsive)
Platform
