Voice Agent Services

SHORT CASE STUDIES

Voice Agent was already a developed and established product when I joined the team. It serves as one of several options available to customers for booking travel. My contributions were in the features that needed to live in this product. Facing challenges and embracing limitations was a rewarding part of the process and gave me the opportunity to reinforce strong collaboration and communication with Product and Development.

Please note: Any blocked out information and adjustments on designs denote company-sensitive information.

Payment Installments

Project Details

CLIENT: SABRE CUSTOMER
BRANCH: HOSPITALITY SOLUTIONS
TOOL USED: SKETCH

Overview | Goal | Outcome

Overview: There is a need to have a payment installments feature for some of our international customers when booking travel. The challenge was to make it a universal usable feature for all customers. This would also be a cross-platform feature and consistencies needed to be kept in mind.

Goal: Synthesize data across systems and platforms to form a solution that would be fit the need and have consistencies on two platforms. And, integrate the solution as seamless as possible into the customer’s current work flow while considering other limitations.

Outcome: Working with team members on both platforms and discussing the possible solutions led to concept designs of the possible solutions for further critique. After working out the details further a solution was chosen that would integrate easily, keep consistencies and work with the system limitations.

Direct Billing

Project Details

CLIENT: SABRE CUSTOMER
BRANCH: HOSPITALITY SOLUTIONS
TOOL USED: SKETCH

Overview | Goal | Outcome

Overview: Helping customer achieve growing need for an enhanced payment option for an efficient experience.

Goal: Understanding the customer’s needs, collaborating with Product and Development to troubleshooting the different options available and being aware of limitations as well as the deliverable timeline.

Outcome: For this feature, there were already existing payment processes that this enhancement need to work with while not disrupting the customer’s workflow. Working closely with the Product and Development team helped to clarify needed details that let to making the best solution for this feature.

Reinstate Reservations

Project Details

CLIENT: SABRE CUSTOMER
BRANCH: HOSPITALITY SOLUTIONS
TOOL USED: SKETCH

Overview | Goal | Outcome

Overview: Customer has a pain-point around reservations that are cancelled and have no options to reinstate quickly. Accidental and non-accidental cancellations have to be recalled and have their status changed through a tedious process.

Goal: Create functionality to reinstate reservations in an easy way and remove the need for the long process. This will also help with accidental cancellations, giving the user peace of mind and an efficient workflow.

Outcome: Reinstate functionality was successfully implemented into the natural workflow without adding more time to the user’s process by utilizing current workflows, adding to the learnability of this feature.

Special Rates

Project Details

CLIENT: SABRE CUSTOMER
BRANCH: HOSPITALITY SOLUTIONS
TOOL USED: SKETCH

Overview | Goal | Outcome

Overview: Emphasize special rates for easy viewing and quick access that allows the customer to make quick selections and takes the guess work out of the process.

Goal: Incorporate a Special Rate alert system in the existing process of the product paying special attention not to add complexity, but to offer a digestible enhancement for a smooth customer experience.

Outcome: After researching different options a solution was chosen that would have no negative impact on the customer’s existing process. A solution that was easy to implement and best fit the needs of the customer, business and deliverable timeline.