Designing a simple UI for a complex solution
Case study: Designing and testing a simple UI for a complex solution for a grant management software client....
Amadeus ePower is a customisable online booking engine used by travel agents and travellers. We undertook customer journey mapping and persona development work to help Amadeus enhance understanding of customer goals, behaviours and experiences.
“Customer journey mapping has changed the way we perceive unmet needs and approach the development process… it’s a game changer for us.”
Tran Dzien Nguyen, Head of Online Solutions for Travel Agencies, Amadeus
Amadeus wanted to ensure a UX driven approach to product development, with an understanding of the customer journey central to this. We were commissioned to develop the customer journey mapping and persona development, with a series of research objectives that included:
The customer journey mapping work we undertook was completed in a 5 week period, as follows:
Once the customer journey mapping and subsequent user testing work was completed, our researchers undertook user interviews and persona development work, incorporating:
The Amadeus ePower team has gained powerful customer journey maps for its two primary user groups, travel agents and travellers.
“Customer journey mapping is a powerful tool. This process has built collective intelligence from across our commercial, developer, and implementation teams, and really has helped pull the team together,” says Tran Dzien Nguyen, Head of Online Solutions for Travel Agencies, Amadeus.
Case study: Designing and testing a simple UI for a complex solution for a grant management software client....
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