Completed
2024
Project Lead: Ux Researcher and Designer
Web App
Viatu is an eco-conscious travel platform aimed at simplifying the booking of sustainable trips. I worked as the Project Lead on a short-term engagement, leading 3 design sprints to update their existing platform. The focus was on enhancing the onboarding experience, refining the quoting and checkout processes, and providing website optimization suggestions. Throughout the sprints, we employed internal design workshops to drive improvements and align the platform with user expectations and business goals.
Brief
Viatu needed to update and enhance their existing platform, with a particular focus on improving their onboarding and checkout flows. Alongside these improvements, the project required supporting screens for the quotation process. Additionally, I provided optimization support for their B2B website templates, ensuring a smooth and user-friendly experience across all touchpoints.
Challenges
The biggest challenge I faced, was navigating the vast legacy designs they had, without any supporting documentation.
It proved to be a big hurdle and time-killer in the project.
A lot of pivots took place within the project, causing confusion with both us and the internal team members.
I have however taken this problem, and documented clear approaches to this, to help aid in this, for future projects.
Methodologies
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Deconstructive Approach: Adopted a deconstructive method by breaking down the existing Viatu platform and rebuilding it. This allowed for a deeper understanding of the user experience and laid the foundation for key improvements.
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Low-Fidelity Rapid Design: Focused on rapid prototyping with low-fidelity designs to quickly iterate and gather feedback. User testing and interviews played a crucial role during this phase, refining the designs based on real user insights.
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Design System-Driven Approach: Employed a design system-driven approach for high-fidelity designs, ensuring consistency and scalability throughout the platform. This also streamlined the developer handover process, facilitating smooth implementation.
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User-Centric Testing: Conducted user testing and interviews as part of the iterative design process to validate features and improve the overall user experience based on direct feedback.
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Internal Workshops: Organized internal workshops to encourage collaboration across teams, aligning the design objectives with the platform's overall goals.
Results
A clear decrease in manual intervention is needed, reducing time to checkout by 32%.
Modification and personalisation, within the process increased conversion rates by 60.5%
A clear design documentation and handover will lead to any new projects being smoother and easier to kick-off.
