Multi-fare display

Using SAP Concur’s corporate booking tool, a business traveler has all the features and functionality to make informed decisions that align with their company’s travel policies. This project is a continuation of the NGS industry model, but more aimed at business traveler needs.

Building context

We worked very closely with the 4 largest US carriers, plug Google. Carrier engagements were extremely technical and therefore moderated by the air travel director. We considered these engagements as semi-structured interviews. I contributed to the interview structure and questions; coached the director on how to correctly moderate interviews; and also setup virtual whiteboarding for observers to gather notes. We debriefed after every engagement to make sure the team agreed we heard what we all thought we heard.

UXR

Unlike the NGS proof of concept, the multi-fare display is built on an information architecture created from numerous studies, across business traveler demographics, as well as a multitude of corporations and travel administrators. Using data gathered by the UXR team, I structured the air shopping product with a holistic information hierarchy that aligned with what our customers desired. Throughout the product iterations, I continuously brought the customer voice into the team conversations via the UXR research. It was a great resource for battling preference based feedback from the team.

Information Architecture

Using the card sort data, I structured the shopping product in a series of progressive disclosure and decision branches. The first third of the card sort attributes are mostly scheduling information; the second third is product information, and the last third is miscellaneous information. The shopping workflow (UI) serves the highest valued decision-making elements in rank order, so the traveler can quickly scan and filter results with minimal cognitive load. Their mental model for scanning shopping results now aligns with what they experience in the shopping tool.

Moving forward with what we call the “slivers” and “cards” (progressive disclosure) interactions allows us to leverage the user-driven ranking from our research and surface information based on highest values. We use modals for granular details and reference information. Selecting a seat also appears within a modal so we can dedicate space for seat related information and the seat selection workflow.

Usability Studies

The usability studies conducted for our product went as expected and providing us mostly with validation, however we also discovered some workflow enhancements for our product. As we observed, we were able to identify common patterns and themes, providing us with a holistic understanding of user needs and preferences. The study outcomes allowed us to refine our product with evidence-based justifications ensuring that our final product met the needs of our travelers and their traveler managers.