CompuMark/Clarivate Analytics
CompuMark/Clarivate Analytics
CompuMark/Clarivate Analytics
Overview
The Problem: Internal employees (analysts) were hitting roadblocks when using the company’s proprietary software resulting in decreased efficiency.
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Why?: Analysts either had to stay over time to finish their daily quota or did not finish their work. By increasing the analyst’s efficiency, more cases could be completed daily and in a timely manner.
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Impact: Our findings, insights, and recommendations kicked off a project within CompuMark that was aimed at significantly improving the proprietary software by the Chief System Architect and the Director of Transformation.
Skills: Contextual Inquiry, Qualitative Analysis, Affinity Mapping
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My Role: UX Researcher
Deliverable: A report and presentation containing insights and recommendations.
Overview
The Problem: Internal employees (analysts) were hitting roadblocks when using the company’s proprietary software resulting in decreased efficiency.
​
Why?: Analysts either had to stay over time to finish their daily quota or did not finish their work. By increasing the analyst’s efficiency, more cases could be completed daily and in a timely manner.
​
Impact: Our findings, insights, and recommendations kicked off a project within CompuMark that was aimed at significantly improving the proprietary software by the Chief System Architect and the Director of Transformation.
Skills: Contextual Inquiry, Qualitative Analysis, Affinity Mapping
​
My Role: UX Researcher
Deliverable: A report and presentation containing insights and recommendations.
Overview
The Problem: Internal employees (analysts) were hitting roadblocks when using the company’s proprietary software resulting in decreased efficiency.
​
Why?: Analysts either had to stay over time to finish their daily quota or did not finish their work. By increasing the analyst’s efficiency, more cases could be completed daily and in a timely manner.
​
Impact: Our findings, insights, and recommendations kicked off a project within CompuMark that was aimed at significantly improving the proprietary software by the Chief System Architect and the Director of Transformation.
Skills: Contextual Inquiry, Qualitative Analysis, Affinity Mapping
​
My Role: UX Researcher
Deliverable: A report and presentation containing insights and recommendations.
User Experience Design and Research
Final high-fidelity prototype of 'Search Results' screen
Final high-fidelity prototype of 'City' page
Overview
The Problem
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Why?
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Skills and Tools
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My Role
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TripAdvisor caters to individuals looking to book flights, hotels, and activities. However, TripAdvisor does not sufficiently address the use case of a customer who does not know where they want to travel too before coming to their website.
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Integrating some of the precursory steps of research into TripAdvisor's current website’s workflow can:
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Reduce cognitive load on the users’ working memory.
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Decrease the time spent conducting pre-trip planning research.
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Assist users in optimal decision making
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User Interviews, Heuristic Evaluations, Sketching, Wireframing, High-fidelity Prototyping, UXPin
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Worked as the sole UX Researcher and Designer.
Understanding the Users
Literature Review
Main Insights: ​
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There is a user population whose needs are not being met by current travel booking websites, and the current trends are shifting towards these tech savvy users who seek out a variety of information on their own before booking vacations
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Understanding the factors that influence an individual’s motivation for where to travel is important.
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A large amount of information can result in satisficing. By implementing smart tourism, with a recommender system, a more personalized experience can be given to a larger audience of people.
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User Interviews
User Insights
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People are looking for new and exciting experiences when they go on vacation - but the definition of those "experiences" differ based on the individual.
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'With who' and 'when' they travel also impacts their individual expectations
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All users had to perform copious amounts of research to collect the necessary information before choosing when and where to go.
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The long research process was described as time-consuming and stressful by all participants.
Mapping a User Flow
Figure 1: High level pre-trip planning workflow
User Insights
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There are multiple tasks that need to be accomplished to plan a vacation, each of which has many dependencies.
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This task flow helped pinpoint exactly what pages needed the most redesign effort.
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The stars demonstrate the tasks which will be focused on during this re-design of TripAdvisor.
Impact on Design
Recommendations
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Include a feature that considered the user’s motivations for going on vacation and provide fewer but more tailored destinations based on it.
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Provide the user with more information about those destinations such as the exchange rate, a quick overview of the average cost of items, and visa requirements based on the user’s country of origin.
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Providing information to determine when a good time to travel to the destination would be based on historic weather patterns and the implications of holidays.
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After a user books their vacation, offering a ‘quick tip guide’ that provides important phrases in the destination’s national language, cultural norms, taboos, gestures, and relevant important laws.
Heuristic Evaluation and Redesign
Iteration of TripAdvisor Homepage
Iteration of TripAdvisor City Page
Iteration of TripAdvisor Country Page
Iterations of New Feature showing Historic Weather Patterns
Prototyping
Home Page
Before
Justifications of the Re-design:
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The search bar at the top of the page was made more prominent to combat any potential ad blindness and to signify that users can type and search within the box.
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The current verbiage “Where to?” implies that the customer who is using TripAdvisor already has a well-defined goal and knows where they are traveling to, which is not always the case. To address both user populations, the verbiage is altered to “What do you want to experience?”
After
Search and Results
Before
Justifications of the Re-design:
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Newly designed search bar allows customers to determine the destinations that fit their individual expectations without having to conduct a copious amount of research from independent sources.
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Recognition over recall is utilized in the redesigned search bar when a user starts typing a word, like nightlife, into the search bar. The interface anticipates their potential input and shows them a list of words and phrases which they can select from
After
New Features based on Analysis
New Features
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Crucial information that a user would usually have to research through another source is displayed on this page, such as:
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Historic weather patterns
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Average prices for accommodations, food, and transportation.
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Scannable information regarding the country’s visa policy, vaccine suggestions, potential travel advisories, and exchange rate which are all customized to the user’s home country.
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Appropriate dress code, potential customs issues, and key phrases.
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Personalization- tailored events, city suggestions, and activities based on the user’s personal profile.
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A progress indicator is added to inform the user that their payment has been successfully processed and their itinerary has been sent to their email address.