Spotnana projects collection: Diverse Range of Design Solutions
At Spotnana, a rapidly growing startup, my design contributions extended beyond a single team, allowing me to support diverse projects based on their unique needs and timelines. This portfolio showcases a variety of projects, spanning both B2B and B2C domains, highlighting the breadth of my design experience and my ability to collaborate effectively with cross-functional teams.
OBT Checkout Redesign
[TIMELINE]
Nov 2024 - Now
[ROLE]
Product design lead
[TEAM]
PM Vadim Pikarevskis
Team OBT; Air; Hotel; Payment; FE & BE
#1 Problem
The existing checkout UX suffered from several key issues: illogical section layout, cognitive overload due to scattered components, and unclear indication of required information. This resulted in a frustrating user experience where errors were often only identified after users clicked the 'Pay' button.
#2 Solution
In collaboration with the OBT, Air, Hotel, and Ground teams, a complete redesign of the checkout UX/UI was implemented. The focus was on creating a more user-friendly and visually appealing interface with a logical flow and clear guidance on required fields.
#3 Result
The redesigned checkoutprovide a significantly improved user experience by simplifying the process, minimizing user errors, and creating a more intuitive and efficient booking flow for all Spotnana travelers. Increasing CSAT scores by 10%.
Summary
The redesign significantly improved the user experience by simplifying the checkout process, minimizing user errors, and creating a more intuitive and efficient booking flow. This resulted in a projected 10% increase in CSAT scores, demonstrating a positive impact on customer satisfaction and potentially leading to increased user engagement and retention.
Support Page Logic Builder
[TIMELINE]
Jul - Nov 2024
[ROLE]
Product design lead
[TEAM]
PM Nick Barber
Team Corporate; Global Support; Customer Service; FE & BE
#1 Problem
Inflexible support setup limited TMC control.
Generic information caused irrelevant support details for many travelers.
Lack of targeting led to inefficient support for VIPs and international travelers.
Unclear contacts confused travelers, hindering effective support access.
Missing links restricted access to key self-service resources.
Fixed headers limited clear and contextual support page organization.
#2 Solution
Support Page Logic Builder & Configuration Tool:
Customizable Content: Configurable section headers, labeled phone numbers, emails, and URLs.
Granular Targeting: Support pages and sections targetable by TMC/Org level, country, traveler tier, and traveler type.
Intuitive Builders: Dedicated interfaces for creating country-specific and default support pages.
Preview & Rich Text Editing: Admin preview and limited rich text editor for consistent formatting.
#3 Result
For Travelers:
Relevant Support: Targeted contact information based on location, status, and traveler type.
Clear Communication: Labeled contacts and access to helpful resources reduce confusion.
Improved Experience: A more user-friendly and efficient support page.
For TMC Admins:
Greater Control: Flexible customization for diverse traveler needs.
Reduced Workload: Anticipated decrease in support inquiries due to clearer information.
Increased Satisfaction: Improved user experience leading to higher CSAT scores.
Streamlined Management: Efficient configuration tools for support page content.
Summary
As lead Product Designer for the Support Page Logic Builder & Configuration project, I transformed our support system from a limited configuration to a user-centric solution. Recognizing prior inflexibility and user issues, I envisioned and designed a comprehensive system for targeted and improved support experiences, strategically empowering TMC admins and enhancing traveler satisfaction.
My contributions:
Vision & Strategy Leadership: Defined the project's user experience and strategic direction, guiding it from concept to launch.
Granular Control & Customization Design: Developed the UI/UX for flexible configuration of content elements, including headers, contacts, and links.
Intelligent Targeting Design: Architected user flows and UI for multi-level targeting, ensuring information relevance based on various user attributes.
Within Spotnana's dynamic landscape, I've contributed to a diverse portfolio of design projects, extending my expertise across B2B and B2C domains. From user-facing applications to internal tools such as HR feeds and data visualizations, this collection highlights my ability to deliver impactful design solutions across various project types and collaborate effectively with cross-functional teams. I welcome the opportunity to share more about my work in Spotnana.