Club Wyndham owners have been able to modify their existing reservations through the call-centers for years. However, one of the biggest requests has been to enable self-service of those request through their ownership website.
With the release of the new Club Wyndham owners' site, we have greatly expanded the features and functionalities for them to self-serve through this portal; including the ability to modify their reservations.
Overview
We have been using InVision to present and share our designs internally but we have also used their application to user test our designs throughout the design, development, and release of the Club Wyndham owner site.
Below, you will find a prototype, created in Sketch and shared via InVision, that was used in the testing phase for this new feature on the Club Wyndham owners' site.
Team
Design, Product Ownership, Analytics, Developments, external vendors/partners
Guidance
For our user testing sessions we hired a third-party vendor who managed the interactions for our team. We provided guidance on the user journeys we were testing during the sprint and our vendor facilitated those testing sessions.
For this particular session, the user was guided through the journey of modifying an upcoming reservation through the Club Wyndham owner site.
They were guided to choose an upcoming reservation at the Wyndham Bonnet Creek Resort and adding a new night. The owner was free to use the prototype as they wished, but was also guided through some key steps if they could not complete the tasks unaided. There were a couple of items to determine through the journey and overall the new designs were familiar to the owners and all completed the tasks without any major setbacks using this design.
Prototype
Conclusion
Prior to my arrival at Travel + Leisure, user testing was not a feature that was part of the design of new applications. There was a culture of user-acceptance testing but that was merely internal users that ensured all the acceptance criterium were met.
When we embarked on a complete redesign of our biggest product, I lobbied for user testing to be a key component of the process to ensure that we were adding value to our owners’ experience and their relationship with Club Wyndham. Owner testing is now a standard of the design discipline with our Travel + Leisure enterprise design process.