Product & Services
Flight Search System

Team
UX/UI- Myself
5 Software Developers
3 Product Owners

Methods
Secondary Research, Design Review, Wireframing, UserFlows

Tools
Adobe XD, JIRA

The Approach

Discovery. Define. Develop. Deliver

Discovery

How might we give our customers a more enjoyable experience booking their flight tickets with KILROY?

Internet Booking Engine Overview
The Internet Booking Engine (IBE) is a flight booking system that can get upwards of 1million+ searches a day. The IBE is owned by Kilroy International, a travel agency that specializes in around the world trips for young adults and students. The IBE was built on legacy code, this has brought problems in terms of maintenance, speed performance and the ability to add new features. A complete redesign of the codebase and UI was needed.

Challenges
Update the existing UI to make the flight booking process a more enjoyable experience with a higher conversion rate of confirmed bookings.

Research
As this project mainly was redesign of the existing product, secondary research was conducted to get understanding of the current system. This included a design review of the initial system and metrics of the current user search statistics. To build a foundation for the project and have an understanding between the team and the stakeholders a Service Model Canvas was completed. A Service model canvas helps us understand the basis of the service and functionality of the product we want to provide.

Key Insights
The user side of the IBE had a simple flow from search to booking. The team wanted to keep this going forward in the new system, with some exceptions to the mobile design, which needed to be responsive.
Here are some other insights that came through the initial review:

• Intregrated heavily into 3 major systems in the KILROY ecosystem.
• Payment correction failures led customers to leave the booking process.
• Directly books the flights from Sabre Software, software that all airlines use, giving KILROY a great advantage in the market.

Define

Workshops with product owners included:

• Competitor Design Review
• Persuasive design cards idea generation
• Presenting possible wirdeframes

Potential New Features

Upsell sections
Graphical seat map
Chatbot
Loss Aversion triggers, example "# of people have booked this journey", "Flight is almost fully booked"
Better displayed price calendar
Group similar flights together
Top partner notifications
Account and profile
Manage booking (customers getting ahold of support)

Develop

During this phase of the design process user flows, wireframing and UI considerations were created.

Readability and simple flows that allowed to the user to go from search to booking were the main drivers of the UI design. KILROY's branding include bright oranges and real images of landscapes or travelers. The main UI design choices were to have lots of white space while using the bright colors of the branding as accents and call to action buttons.

Deliver

This project has now been handed over to the development team to begin development. I have also taken the role of Project Manager during the development phase. I work closely with the development team and stakeholders to deliver our milestones according to our roadmap.