In my role at Agoda’s Customer Experience Group, we work on an ecosystem of products for our customers, agents, and internal teams so we can provide the best support to our customers. This involves a lot of moving pieces, so collaboration with other designers and our product and business counterparts become key to the success of our products.
You can listen to my experience and the type of work we do in my episode of our Agoda design podcast.
Research to understand and empathize with user needs and behavior
User interviews, surveys, competitor analysis, process maps, customer journey maps
Brainstorm potential solutions to the pain points identified
Brainstorming, sketching, user flows, co-creation workshops
Design the interface to visualize the solution in various fidelities
Wireframes, mockups, prototypes
Test the design and iterate based on findings
Usability testing, user interviews, QA testing
An award-winning, industry first virtual fan experience bringing fans back into live entertainment
Connecting players with their entourage virtually during the 2020 US Open Tennis games
A hyper local social media app that turns places into communities
A guidance app that breaks the stigma of new mom's mental health
A socially conscious online marketplace