A transfer page for post-booking experience

Problem statement

Customers frequently face challenges related to transfer services, including unclear or insufficient instructions for outbound and return journeys, a lack of timely communication regarding pick-up times and locations, and inconsistent quality of joining instructions from various suppliers. These gaps lead to confusion, frustration, and an increase in transfer-related complaints, negatively impacting the overall customer experience and satisfaction. Additionally, the current transfer information in the Manage My Booking (MMB) platform lacks clarity and comprehensiveness, further hindering the user experience.

Old designs

Data signals

Breakdown of transfer related customer complaints to identify problematic areas of the current transfer information and priorotise solution focus areas. The main areas of opportunities identified as general enquires, total transfer times, journey time, delayed, no show and incorrect service type requests.

Who?

When and where?

Journey map

Information architecture

Due to the diverse range of APIs used by different transfer suppliers, it was challenging to provide consistent information; instead, we had to adjust our system to accommodate additional data when available.

InfoItem component

There was no suitable, scalable component for presenting information on the transfer page, so I created and added a versatile ‘InfoItem’ component to the design system, which has since been used in multiple places, including review pages and booking confirmation page.

Transfer content cards

Responsive designs

With 9+ years of experience at the intersection of design and technology, I craft impactful, user-focused solutions with a passion for storytelling and engaging UX.

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Case studies

loveholidays Trinity college london Modelsider Motor Omniplatform Lost dog

Keywords

AI, blockchain, product design, UX design, user-focused solutions, interaction design, storytelling in design, engaging user experiences, design and technology, design systems, design operations, process optimisation, design handoff, styleguides, UI libraries, design vision, creative problem-solving, collaborative design, innovative design solutions, front-end engineering, dynamic design, accessibility design, responsive design, prototyping, usability testing, design thinking, cross-functional collaboration, iterative design, visual hierarchy, scalable design systems, customer-centric design, mobile-first design, micro-interactions, user research, wireframing, data-driven design.