Bachelor Project
System Development
Overview
Role
UX / Product Designer
Details
User Research, Test & Prototyping
Duration
8 weeks
Context
A project for a Danish booking agency, focused on improving the booking experience by reducing manual work and fragmentation.
Problem
Customers lack access to price and availability, which creates repeated requests and slows down the booking process.
Solution
A login based platform gives customers direct access to updated data.
Outcome
The solution reduces manual work, improves overview and creates a more efficient booking experience.
Discover
Define
Develop
Deliver
Shadowing
A booking agent was shadowed for five hours to understand daily workflows, tasks and system use in practice.
Repetition
A large part of the work consists of repeated tasks and manual updates across systems.
Overload
The ultimate iPad experience with the most advanced technology.
Interruptions
A large part of the work consists of repeated tasks and manual updates across systems.
Interviews
A booking agent was shadowed for five hours to understand daily workflows, tasks and system use in practice.
''Customer relationships are central and must not be replaced by digital solutions''
- Partner
"We spend a lot of time updating systems and answering the same questions"
- Booking Agent
"I want clear and updated information about price and availability"
- Customer
Observations
A booking agent was shadowed for five hours to understand daily workflows, tasks and system use in practice.
Phone Calls
15 calls in one day show a high demand for basic information.
Time
Almost three hours are spent on customer dialogue in one day.
Needs
Most requests are about price and availability.
Discover
Define
Develop
Deliver
Value Proposition Canvas
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Data
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Data
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Data
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Problem Definition
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Discover
Define
Develop
Deliver
View next project
Braunstein
Prototype A
Prototype B