Our service team members are the true MVP (Minimum Viable Product and Most Valuable Players) of Lola.com.
As the company's first dedicated internal tools designer, my primary focus was to make UX improvements on the internal tools for our service team, The Wombats. I was able to redesign the internal console to tackle the diverse set of problems that the Wombats faced every day.
However, like many startups, the service team filled in for feature gaps on the user-facing product. The console redesign helped them spend less time finding needed information to be effective travel agents, but were still underwater yielding customer requests as a stop-gap for missing features, especially those relating to flights.
I set out to design a set of power tools that worked within the console. The infrastructure that we build for these tools will set the foundation of other product teams to create user-facing features so that we don't need to rely on our MVPs anymore. My process was as follows:
Interviewing Wombats on how they process flight modifications
Identifying which modification requests were the most common
Running a card sort to understand the mental and technological models of these modifications
Designing user workflows for each type of modification
Iterating and testing multiple concepts for each set of tools
Working with the engineering team to understand the limitations of our back-end infrastructure and descoping as needed to create lean, high impact tools