product management
user research
ux design
My role was Product Manager for this project. I owned problem definition phase and I worked with a UX Designer and a Graphic Designer to define the new travel diary interface.
Face sales increase and send the travel diaries on time
For each trip sold on Worldia, travelers receive a travel diary with useful information about their trip. The travel diaries were made semi-automatically and then edited and sent manually by Worldia employees. The format was several slides saved as a PDF and then sent by email or printed and sent by mail.
After a few delays and a growing demand, our goal was to face the sales increase and still send the travel diaries on-time, before the customers leave for their trip.
We decided to use this project to work on both sides:
for Worldia employees to help them generate the diaries faster
for travelers to help them during their trip with this diary
Problem from Worldia employees side
Methods
Employees interviews
Employees in-situ observations
Key learnings
It takes around one hour to generate a travel diary
Employees waste a lot of time doing repetitive tasks:
Edit some inaccurate contents managed by another team at Worldia
Save and organize PDFs in the cloud
Send them by email to the customers
Methods
User journey
Users interviews
Polls to measure satisfaction
Key learnings
PDF or printed diaries are beautiful and travelers are very happy when they receive them, but they find their format impractical when you are on the street
They see them more like a souvenir than a useful tool when they travel, they have a emotional attachment to it
They need to check the time of their transports or activities regularly in one day
They use their phone and Google Maps all day to navigate in the city/place they are in
How Might We?
⭐️
How might we make our employees save time managing the travel diaries, while helping our travelers with very practical and accurate information
Success metrics
Time to generate and send a travel diary is reduced to 20 minutes maximum
Traveler’s satisfaction about travel diary improves
Solution
After the user research and some brainstorming, we decided:
First, to improve the way to manage the content for the Content team → saved time for people generating the diaries
Then, to switch from a PDF/printed version to a digital and mobile-friendly version (this version could still be exported as a PDF to keep it as a souvenir)
Finally, to allow employees to send them directly from our internal tool, without having to export it somewhere and send it manually by email
Focus on key-features in the MVP
Global overview of the travelers’ trip to help them scan when they switch cities or hotels
“Go to this place” action to open Google Maps with the itinerary to the right address
Direct access to documents like hotel vouchers or event tickets directly from the diary
Vision
The vision for this travel diary was to embed this diary in a native app to:
Access it off line
Allow notifications to smooth the experience with information like “It’s time to leave for your next activity” or “Your guide is waiting for you”
Suggest events or deals in real-time and allow users to book new services during their stay through the app (upsale tool)
I don’t have the wireframes and mockups for this project anymore but here is a quick overview
Results
Average time to generate and send one travel diary went from 1 hour to 10 minutes ✅ 🥳
Travelers satisfaction increased (from the surveys sent after their trip)
