Overview
Expedia was in the middle of completely moving all infrastructure to the cloud. The ECP team needed to provide a unified method for employees, vendors and third-party call center agents to configure and request technical services. This product enables orchestration to automate service requests, deploy microservices and customize access management.
- My Role
- Lead Designer
- Product designer
- Visual Designer
- Software Developer
- Adobe Prototype
- Year
- 2019 - 2020
Problem
Majority of services provided via ticketing system.
1. Ticket based request only
Majority of services provided via ticketing system.
2. Poor UX
Fragmented user experience.
1. No Automation
Unable to automation to common tasks.
Opportunity
How might we add an abstraction layer from ticketing to provide a unified approach to requesting technical services.
Interviews
Conducted 5-10 interviews with Brand technologists.
Design Process
- Understand
- Collect pain points
- Market Research
- Interal Workshop
- User Survey
- Collect Analytics
- Journey Map
- User Persona
- Define
- Business goals
- Refine requirements
- Scope and timelines
- Create user stories
- Ideate
- Sketches
- Sitemap
- User Flow
- Whiteboard Meetup
- Lo-fi Wireframes
- User testing
- Track OKRs
- Design
- Interaction
- Hi-Fi Wireframes
- Adobe protoype
- Track OKRs
- Dev Handshake
- Test & Refine
- A/B Testing
- Q/A review
- Analytics review
- User Survey
- Track OKRs
- Launch
- Release to Prod
- Monitor
- Track OKRs
- Collect Analytics
Goals
1. Unified platform
Unify complex services, like access management or connectivity. Customized microservices can be deployed and incorporated through the platform.
2. Consistent UX
Enabled all services to use common UI components.
3. Automation Included
Ability to deploy services through configuration files.
Expedia infrastructure requests
User flow 1
Saved Services
Knowledge share
Duplicate service incident request filter
Service confirmation and feedback
Results
- Worked in collaboration with cross-functional team of designers, developers, and PMs to craft an operating system to deploy microservices. Designed and developed initial prototype.
- Led qualitative research sessions and developed product use cases for design systems.
- Crafted ReactJS/Node.js-based network request product that resulted in a 25% reduction in manual requests.
- Worked independently on product prioritization analytics tool. Dashboard encouraged innovative solutions focused on improving user acquisition.
- Collaborated with product managers to conduct research to articulate user needs. Maintained design systems that powered intuitive user experiences and removed ambiguity.