Successfully laid the groundwork for a self-service platform that will significantly improve user experience and reduce call centre reliance. The MVP will set the stage for future enhancements as new technologies and data structures become available.
Business Transformation 2024
Warner Hotels existing website was built on outdated technologies, leading to increased unreliability and slow performance. Recognising these issues, the business identified the need to update its technology stack to create a more future-proof platform. In Phase Three of this project, the focus was on improving the “My Account” section of the website to enhance users' ability to self-serve, reducing the reliance on call centre resources
My task was to lead the UX design and development for the "My Account" section. This involved gathering user insights, aligning with business objectives, designing and testing the user interface, and preparing the project for an MVP release, all while managing dependencies on the ongoing work from Phase 2.
I gathered data from call centre feedback and Qualtrics surveys to understand user pain points when managing their accounts online. This research highlighted the need for a more intuitive self-service platform. I also conducted a competitor analysis to benchmark against industry standards and identify potential improvements.
I engaged with key stakeholders to define the essential features for the "My Account" section. This helped align the project with both user expectations and the business’s evolving needs.
I mapped out the entire user journey, restructured the information architecture, and incorporated innovative design concepts. This process ensured a seamless and user-friendly experience in the "My Account" section.
I developed initial wireframes and conducted user testing to validate the design. Based on feedback, I iterated on these designs to improve usability. However, as business needs evolved, I recognised that the initial designs needed to be realigned with the new priorities.
To address these shifts, I organised a UX workshop with all key stakeholders. We captured new requirements and collectively prioritised the key features. This workshop ensured that everyone was aligned and that the project could move forward with a clear focus.
The project will deliver an MVP version of the "My Account" section in Q4 2024, aligned with the release of Phase 2’s Booking Engine due to the technical dependencies between the two phases. Despite time and budget constraints, I successfully laid the groundwork for a self-service platform that will significantly improve user experience and reduce call centre reliance. The MVP will set the stage for future enhancements as new technologies and data structures become available.