Mobile Air Booking
UX | Mobile Design
We had to re-design the air booking flow for Concur Mobile. Not only was the previous version terribly out of date, we needed to take into account Flex Faring, Branded fares and Direct Connects to unblock certain markets. We started with some competitive analysis and after re-designing the flows, I build a prototype and brought some users in to test our designs/flows. After a few tweaks and another test, we started with an internal beta and after that was successful, we moved on to general release.
Search
We simplified the search criteria page and added a "Most Recently Used" list for the location lookup. One of the big selling points of the Concur travel solution is overlaying policy on the search results. However, we found out that for the heavy business traveller (out mobile persona), policy wasn't as important. We decided to compromise by adding the "dog ear" to the the results to display policy violations. This way, the user can see what's in policy at a glance, but the screen isn't cluttered up with a bunch of icons and descriptions all at the same time.
User Testing
We brought a bunch of users into the lab and did some moderated user testing to determine if there were any trouble areas. We did end up making a few tweaks - most noteably a tweak to the calendar selection process. We wanted to make it more clear when selecting the first date of a round trip, you're supposed to select the next date to complete the trip. In order to make this more clear, we added a toast when the user chose the outbound date, to inform the user they're now able to choose the return date.
Goals
The air booking tool hadn't been updated since it's inception so the goal of this project was twofold. One was to update the UX to fall in line with the new design system we created to modernize the UI and bring consistency to the air booking experience. Two, was to add the ability for the user to book using flex-faring and fare families. This would open up the app to new markets (Canada, New Zealand etc) and allow us to take advantage of the latest the U.S. carriers have to offer as well. Of course we need to keep in mind Concur's "Secret Sauce" of overlaying highly customizable travel policy on top of everything and all your expenses need to flow directly into your expense report.
flows
Competitive Analysis
