Crewfare Mobile Site Redesign

Beginning with a competitive & comparative analysis of other companies currently utilizing these features, we studied Pollen and Festickets as direct competitors who provided these features as well as Expedia, Hilton Hotels, and Four Seasons as successful comparators offering these features on their platforms.

Jenna’s key behaviors are:

• She is constantly planning and fronting payment for her group

• She has to figure out the complicated expense breakdowns on her own

• Stressing over expenses which can hinder her experiences

Henry’s key behaviors are:

• Frequently forgetting or delaying reimbursing his friends

• Commonly needing his portion of an expense to be covered for him with the promise of reimbursement later

• Occasional disputes with friends about how much he owes & if he has paid or not yet

User Journeys

Using the personas of Jenna & Henry, we developed a user journey to emulate where these hypothetical users paths intersect and to empathize where the users run into key pain points along their journeys.

Jenna’s Problem:

Currently has no means of holding others in her crew accountable for their respective expenses or reminding them without risking a hostile encounter

Henry’s Problem:

As a crew member, Henry currently has no easy way to assist the planner and take any financial responsibility

Design Studio

With all of our research consolidated and our personas key pain points in mind, we began to envision how the payment splitting & reservation management features would take shape and function. As a team we conducted a design studio for each individual to sketch out their ideas of how these features would function, we then blended all of our sketches to create a finalized version to move forward with

Payment Splitting Sketches

When the user decides to split costs in a manner that isn’t evenly between all group members, they are taken to a new screen that provides them the three different payment options.

• Equally: Here the user selects which guests will be paying for that specific item, and the cost is automatically divided equally between the selected members

• Shares: The user is able to assign payment shares of an item (or multiple items if the reservation has duplicates) to each desired individual

• Custom: Here the user simply enters the desired amount each individual will pay, when an amount is entered the numerical value remaining changes to represent the cost not yet assigned

For the reservation management feature, we wanted to provide users with a streamlined & easy way to manage the guests attached to the booking. Whether removing or replacing we wanted to make this as simplified as possible to ensure clarity for the user throughout the process.

Some of the key features integrated here to streamline this process are:

• A dropdown menu when “Manage Guest” is clicked with options to either replace or remove the guest entirely

• A button to send an email and/or SMS text reminder to that guest that their share has not been paid yet via Crewfare so the user is not involved personally

• Split payment details drop down with the ability to toggle to see who has not paid their share yet & who has paid their share

For users to add additional extras to their reservation we wanted to maintain that same simplicity in the process to avoid confusion and allow the users to accomplish their tasks in the most streamlined fashion.

For adding additional extras, the user simply has to:

• Click the desired extra and choose the quantity they would like to add to their reservation and press “Add”

• Users have the option to undo their selection to ensure no mistakes are finalized

• Once everything looks correct they then press the “Save” button, which acts as a second layer of error prevention, after clicking their reservation will be updated immediately

 Hi-Fidelity Prototype Walkthroughs

After connecting our wireframes through multiple wireflows, we created a high-fidelity clickable prototype to conduct usability tests to evaluate the usability and ease of use of our newly integrated designs.

Usability Testing Results

Following the development of our high-fidelity prototype, we conducted 11 usability tests to garner an understanding of how users were interacting with our designed features, and identify any areas where users were having trouble or running into confusion.

To retain simplicity and prevent users from becoming overwhelmed by the numerous tasks they had to accomplish, we divided the tasks into two separate tests one for splitting payment & one for managing reservations.

Split Payment Results

Management Results

Next Steps

While our project timeline had ended, we hypothesized some immediate next steps to take to further develop and improve the designs of the payment splitting and reservation management features

1. Iterate designs in accordance with user testing data to remedy issues users experienced while interacting with the prototype

2. Potentially removing the “Divide by Shares” option as users found this to be confusing

3. More usability testing to retrieve user data on the iterated designs

Retrospective

Highlights: By spearheading our research phase and conducting an overwhelming majority of user interviews, I felt I was able to exert my research expertise and provide our team a robust research base to inform our design process. In the design process I was able to use my knowledge of Figma interactions & components to help expedite the design sprint which gave our team more time to conduct user testing and prepare deliverables to be presented to our clients.

Struggles: One of the main struggles I faced during this project was our group’s decision to include a split by shares option, I felt with the nature of users goals & behaviors this option seemed superfluous and only served to complicate the interface. However with the majority of our team feeling this feature was helpful, we moved forth and developed this feature. While designing this feature I worked to ensure the interface remained streamlined while still integrating this feature.