Aprajita Ranjan
 
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Section 1

Challenge

The aim of this project is to help tour organizers manage payment to their vendors through WeTravel platform, thereby expanding the scope of the web-app from being a single-sided payment platform to a two-sided payment platform.

 
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 Section 2.1

User research

This project dealt with two main types of users — trip organizers (aka organizers) and vendors.

Organizers:

  • Existing users — familiar with WeTravel

  • Uses WeTravel to announce trips to tourists and collect payments from them

Vendors:

  • Potential users — not yet aware of WeTravel

  • May be located internationally

In order to gauge interest of both organizers and vendors in the proposed product, a rough mockup was created and user interviews and usability testing were conducted to understand user expectations and pain points.

 
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Section 2.2

Competitor Analysis 

I explored several options of competitors from organizers to payment platforms. Since trust and security were the key issues highlighted by both the user types, I specially gauged how these platforms were incorporating it in their platforms.

Below are the key brands I considered for this project:

 
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Competitors

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Section 3

Product Decisions

Organizers and vendors deal in thousands of dollars per trip. Thus, a secure platform is of paramount importance to both the users.

One of the key discussion points throughout the project was how to project WeTravel as a secure and trustable platform to new users (vendors) from acquisition to transaction.

Plus, the solution for the MVP had to be simple UI designs which could be easily and quickly engineered.

 
 
 

Vendor Acquisition

In order to build trust with vendors, it was decided to use a familiar document — an email invite sent by the organizer using WeTravel portal. Below are the steps of onboarding:

 
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Step 1: Vendor receives an email from a familiar customer — reducing the risk of email dismissal by vendor

Step 2: Email mimics an invoice, providing details of pending transaction between vendor and organizer. It also communicates organizer’s willingness to make payment to vendor through WeTravel.

Step 3: Organizer is notified once the vendor gets onboarded. Organizer can then proceed to make payment to the vendor. This ensures secure transfer of funds to the correct vendor.

 
 

Account Summary

This screen showcases all the transactions done by the user within WeTravel platform.

 
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Vendor Profile

This vendor profile page is viewable by the Organizer. Main features of this page are:

  1. details of all past transactions with the vendor

  2. organizer can list specific notes for the vendor to help them during future transactions

 
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Section 4

Validation Test

Another round of usability testing was conducted with 8 users using the final prototype. Below are the insights derived from our result.

 
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Usability Test Insights

 
 

 Section 5

Closing thoughts

Working on this project taught me the significance of division of labor and open communication during all phases of the design process. I also learnt how small details can win user satisfaction.

WeTravel currently exists only as a web-app and a mobile site. To improve user engagement with the site, I would like to create responsive designs for WeTravel for other devices like mobile and tablets.

 
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