Helping Guests to Self-Serve — My Account
Successfully laid the groundwork for a self-service platform that significantly improves user experience and reduces call centre reliance.
Warner Hotels' existing website was built on outdated technologies, leading to increased unreliability and slow performance. In Phase Three the focus was on improving the "My Account" section to enhance users' ability to self-serve, reducing the reliance on call centre resources.
Lead the UX design and development for the "My Account" section — gathering user insights, aligning with business objectives, designing and testing the UI, and preparing the project for MVP release, while managing dependencies on the ongoing work from Phase 2.
Gathered data from call centre feedback and Qualtrics surveys to understand user pain points when managing accounts online. Conducted a competitor analysis to benchmark against industry standards and identify potential improvements.
Engaged with key stakeholders to define the essential features for the "My Account" section, aligning the project with both user expectations and the business's evolving needs.
Mapped out the entire user journey, restructured the information architecture, and incorporated innovative design concepts to ensure a seamless and user-friendly experience.
Developed initial wireframes and conducted user testing to validate the design. Iterated based on feedback. As business needs evolved, recognised that the initial designs needed to be realigned with new priorities.
Organised a UX workshop with all key stakeholders to capture new requirements and collectively prioritise key features — ensuring alignment and a clear focus for the next phase.
Delivered an MVP version of "My Account" in Q4 2024, aligned with the release of Phase 2's Booking Engine due to technical dependencies between the two phases. Despite time and budget constraints, successfully laid the groundwork for a self-service platform that significantly improves user experience and reduces call centre reliance. The MVP sets the stage for future enhancements as new technologies and data structures become available.