Post Booking Experience

Revamp of the post booking experience including My profile, My bookings, Amendment, Gift Card management, Payment details, and login pages. The goal was to not only converge the legacy pages into single platform, and also optimize the UX flow and system logic.

Timeline

Design & development: 1 year

(Jul 2016 - Jul 2017)

My Role

Product Designer (E2E)

Team

PM, Dev scrum team

Product issue

Legacy and inconsistent experience - 3 different post booking pages (My Bookings, Amend Bookings, Gift Card pages)

1total.png
5upcoming.png
11giftcard.png

Design Principles.

Design for Scale

Update the 2 legacy pages to clean up, unify, and modernize the product. Provide scalable solution for future to expand and scale

Clear Navigation

Navigate through all the post booking products - My Bookings, Inbox, Review, Loyalty Program, Profile

Familiarity

Use similar card structure as hotel cards so users don’t have to relearn. Information architect the card structure where users can know their booking status at a glance

Account management flow redesign

1.Not verified.png
2.Verified badge.png

Email verification

4.Verify email.png

OTP varification

6.Edit phone number.png

End Result

Revamping the entire product and migrated to a consistent UX

My Bookings page

  1. Easy access to frequently used actions

  2. Card info structure hierarchy

  3. Contextual timeline and location

Before-and-after.png

Amend Bookings page

  1. Contextual amendament actions

  2. Explicit hotel and room cards

  3. Detailed price breakdown

Before-and-after-AmendPage.png

Sign in page

Before-and-after-SignIn.png

Profile page

Before-and-after-Profile.png

Gift Card page

Before-and-after-GiftCard.png

Learnings.

This project was an early yet comprehensive project I did at Agoda where it honed my hard skill around interaction and complex payment status and user flow. I needed to think a lot of edge cases, sign in, sign up flow, information architect. And cultivated my soft skills around stakeholder management, project management where I owned the end to end experience and required communication with PM and devs. This was a project where I really grew and learnt a lot which then becoming a foundational project helping me become a solid product designer.

 

Key Achievement.

2017 Jul - Launch the MMB redesign and built strong collaboration with product/IT team

Reduce agent touch points significantly

Late 2018 - agoda quickly accomplished the loyalty program with its componentize solution

 
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