Capita Travel and events - a division of the 73000+ employee Capita Group - wanted a completely new version of their well adopted travel portal, incorporating a whole new design, user experience and booking system, whilst aligning with their innovative ‘smarter travel’ model. ‘Smarter working’ and travel cost savings are a fundamental part of their market positioning and value add.
Our user experience work incorporated innovative new behavioural psychology concepts that aimed to help users make smarter travel decisions, encouraging them to book virtual meetings instead of arranging travel where possible. It was important to see whether these new concepts would be understood and valued by the target audience and so we created a prototype of the proposed portal solution to be validated by our users at a demo event. Further face to face and remote user testing sessions were also later completed using an updated prototype, this testing helped us gain feedback for improvement before the full build. I produced fully working interactive wireframes to test on the key target businesses across a variety of roles from travellers to travel arranger ‘superusers’. The user testing aimed to:
• Gauge how the old portal was performing
• Identify any blockers or usability issues in the new portal
• Allow users to prioritise a number of useful widgets via a card sorting exercise
• Test the understanding of the behavioural ‘challenge’, ‘guilt’ and ‘advice’ content, and the users feelings about the tone and value of these stages in the process prior to actual booking
• Help us see if the new solution was successfully altering the users travel behaviour and find out if this was seen as a positive or negative part of what the portal was offering
• Determine the strength of the visual design
We discovered that the users were extremely task focused, looking for the fastest way to make a travel booking and often feeling frustrated with extra stages in the process that were put in place to meet the businesses behaviour changing goals. I put together a ‘Findings and Recommendations’ report which included recordings of the users and the screens for the client to review and reference. Changes were made to the portal to ensure that both the businesses objectives and user needs were met without causing any frustration.
The new portal has enhanced user centred design, has been very well received, and will soon be rolled out to other businesses. We were pleased to have validated a unique blend of behavioural influence and usability with key corporate customers prior to launch.