WeTravel

WeTravel is an online trip management platform, that allows group trip organizers to plan their trip itinerary, communicate with travellers and handle finances on one platform.

Project Goals

The trip creation process for WeTravel had a high rate of user drop off. The goal of the project was to improve:

  • The onboarding flow
  • Trip creation process

ROLE

I was in a team of 4 designers, and involved in usability research, designing, iterating and prototyping the final product.

CONSTRAINTS

We had to keep the current visual style of WeTravel in order to keep the branding consistent. We also had to redesign the product without adding heavy development work for the WeTravel team.

Outcomes

Before

After

Results

With the new redesign, we found that userse were able to create itineraries and able to navigate through the onboarding process and publish a trip with ease.

150%

INCREASE IN ITINERARY CREATION

150%

INCREASE IN NAVIGATING AND PUBLISHING

150%

INCREASE IN TRIP TYPE COMPREHENSION

Process

In order to achieve our goals, we first usability tested the current Wetravel web app. Based on our findings, we went through a design studio process to generate ideas. We then prototyped and rapidly tested and iterated on our designs. And we then went into a final round of validation testing.

Usability Studies

Design Studio

Rapid Iteration

Validation Testing

Usability Studies

Persona Creation

Based on our discussion with the clients, we created provisional personas of the 2 types of users of WeTravel, Public Trip Organizers, and Private Trip Organizers. We used these to recruit participants for usability studies.

Public Trip Organizer

Public Trip Organizer


Usability Testing

We conducted usability testing of the trip creation and onboarding process on 5 users.

We then took down the key pain points faced by the users, and used affinity mapping to group similar pain points of each user.

We primarily focused our redesign efforts on the pain points that were experienced by 3 or more users. But we also took into account other pain points as well.


Pain Points

Following are the 4 pain points that were experienced by 3 or more users:

Pain Point Problem Faced Design Hypothesis
Itinerary

Unable to successfully create a trip itinerary

  • Itinerary creation might be atypical compared to other apps
  • Itinerary form fields might be confusing.
Trip Creation

Did not know which part they were in, in the trip creation process

  • Left navigation might be harder to understand
  • Clearer indication of steps completed/left
Trip Publishing

Unsure if they had successfully published the trip, and what publish even meant.

  • Clearer explanation of the implications of 'Publishing'
  • Better success/completion indicators
Private vs Public

Unable to understand what the difference between a Private and a Public trip is.

  • Clearer explanation of the difference between Private and Public
  • Easier way to find out if current trip is Private or Public

Design Studio

Based on the hypotheses we developed during usability testing, we went into a design studio with the clients to quickly generate and vote on top ideas that could solve the pain points.


Low Fidelity Wireframes

We decided to mock up the top 2 voted itinerary views and test them out using a rapid iteration and testing process.

Since users were confused about the Public vs Private trips, we also wireframed some ideas of making that clearer during the onboarding/sign up process.

We also felt that a top nav would be be easier for users to navigate. So we mocked up our designs on both a left nav (existing design) and a top nav (our proposed design).


UI Flows

Before jumping right into the high fidelity mockups, we also worked on the UI flow of the entire trip creation and onboarding process.


Rapid Design Iteration and Testing

We then developed high fidelity mockups which we prototyped using InVision. We tested these prototypes on a new set of users every day. And based on the results and their feedback, we modified the designs, and tested them the next day. We did this method of rapid iteration for one week.

Navigation

We tested out both the top and left navigation, and users definitely strongly preferred and understood the top navigation much better.

Top Nav

Left Nav

For all future iterations, we then proceeded to use the top nav.


Itinerary View

We tested out both the Cards and the Calendar Views and through testing, we found that users preferred the Calendar View. It was a familiar way in which they were used to plan their days, and thus they were able to navigate it better.

Calendar Itinerary

Card Itinerary

During our week of rapid iteration, we incorporated areas in which users felt confused, and took in their suggestions and kept refining our ideas.

We added both a 'Detailed Day View' for users who want to do minute level planning as well as a 'Trip Overview' for users who only want to plan their trips more broadly.

We also added a 'Sample Day Card' for make it even easier for users to understand.

Final Detailed Itinerary

Final Overview Itinerary


Validation Testing

After a week of rapid design iterations, we had improved on our initial prototype significantly. Now it was time to validate the prototype with 10 trip organizers and users of WeTravel itself.


Itinerary
Add a day theme
Add a event in a day
Count total no. of days

The new itinerary was very simple to use for all 10 users. Some of the users said they loved that they can just do a broad overview itinerary and some loved the ability to add individual events!


Publishing
Tell if the trip is published
Unpublish a trip
Save as Draft

Users were also easily able to tell the status of their trip, and save a draft and switch from published to unpublish.


Public vs Private
Understand 'Public' vs 'Private' trip difference
Switch trip from Public to Private

Users were also easily able to tell the status of their trip, and save a draft and switch from published to unpublish.

Insights and Recommendations

We were able to validate all 4 hypotheses we had going into the design process, which significantly improved users' comprehension of the trip creation process and the ease with which they were able to onboard themselves.

For the future, we recommend following native calendar apps such as Google Calendar and iCal more closely, such as in-calendar event adding, ability to drag and drop to change time, popover to edit event details etc.

Next Casestudy: Justlogin