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Club Wyndham Self-Service Tour Booking

Club Wyndham Self-Service Tour Booking

Club Wyndham uses discounted mini-vacations as a sales tool. As part of the discounted resort stay price, guests agree to participate in a sales presentation. Currently, those reservations are made once the guest arrives at the resort. This project will allow any customer the opportunity to: book, cancel, or modify tour times online pre-arrival without any assistance from the sales staff.

Doing so will allow the guests to maintain complete control over the time of the sales presentation inline with their vacation plans at the resort destination. While also allowing the sales staff to more accurately plan the staffing needs and administrative support based upon guaranteed arrivals by prospective owners.

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Club Wyndham Search and Booking

Club Wyndham Search and Booking

When we began to consolidate the existing Club Wyndham websites, one for marketing and another for owner account management, one of the key findings of our research was the need to refine and expand the search features for our owners and I have a post with some of the details and thinking behind those requirements in another post here. We learned some key findings during the research which informed the primary features the product team chose to prioritize for the initial release, and these screens show the golden-path for an owner to search and book their next vacation and this presentation is a simple walkthrough that user journey.  

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If you have a project and would like to collaborate with me, please use the form below and get in touch.

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Modify Reservation

Modify Reservation

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.

Cyber Monday 2020

Cyber Monday 2020

In 2019, the head of sales within the Wyndham Destinations organization asked our team to develop a last minute promotion for a discount on points sales to existing owners who qualified to a specific set of criteria. The test was created the weekend of Thanksgiving and rolled out to owners on Cyber Monday 2019; it created over $1.6MM in sales and proved the test for selling points online.

Team

Digital Product, Marketing, Brand Development, Sales, IT, Operations, Legal

Since the 2019 effort was created at the last minute our digital team began working on the 2020 cyber Monday promotion in the summer of 2020 to ensure that we would have the right user experience based on an attractive offer and the approvals from all partners to ensure a smooth sale for 2020.

Although this is technically not selling through an online shopping cart, we are driving sales through our digital platforms to our telesales representatives to measure the intent of our owners to purchase points online.

Based on 2019’s sales efforts we hypothesize our owners are more than willing to purchase points online, especially when offered attractive promotional rates like the one we are rolling out this Cyber Monday.

The details for the campaign are:

    • Included Club Wyndham owners suppressing arrivals 14 days prior to the event and 90 days after 
    • Included WorldMark by Wyndham owners suppressing arrivals 14 days prior to the event and 90 days after
    • Suppressed WorldMark by Wyndham owners with a balance
    • Cash only 
    • Available to owners residing in an eligible state of residence 
    • 45% off gross/developer pricing (equivalent to 30% off standard pricing sold)
    • Offer good only via Telesales on inventory it is approved to sell at each call center
    • Minimum purchase of 77k points for Club Wyndham; minimum purchase of 1k credits for WorldMark by Wyndham

    There is an integrated email campaign that begins with a teaser the Monday before Thanksgiving and followups based on engagements to those same owners as we work towards Cyber Monday. Our estimation for this year’s sales is doubling revenue from last year’s campaign and confirming the channel to support development of a full e-commerce experience for FY 2021/2022.

    The example online journey can be previewed below:

     

    Touch Guidelines

    Touch Guidelines

    Overview

    A concise set of touch interactions used consistently throughout the system will make our apps feel familiar and aligned with other apps users already know. We can increase confidence by making our interface easier to learn and use.

    Team

    Liz H., Cameron C., Blake H., Brandon H., Allison H., Patrick C., Hyun S.

     

    Gestures

    Global. Simple. Accessible.

    Touch user interface enables not only the sense of touch to activate computer-based functions, it also allows the user, particularly those with visual impairments, an added level of interaction based upon tactile or Braille input.

    • Forget what you know about mouse & keyboard. Touch is a different beast
    • Allow ample room for gestures to limit interference errors
    • Provide adequate visual indication when items are actionable
    • Visually help users understand what action they are performing
    • Content that can be moved should follow finger
    • Make it naturally simple. Limit the number of supported gestures
    • Use fingers for what they are good at
    • Keep interaction reversible

    Touch Guidelines 01

    People often touch with more than one finger and don’t even realize it. That’s why touch interactions shouldn’t change radically based on the number of fingers touching the screen. Just like the real world, sliding something with one or three fingers shouldn’t make a difference.

    * Interactions that require compound gestures such as double tap or press and hold need to be performed within a certain amount of time.

    * Avoid timed interactions like these because they are often triggered accidentally and are difficult to time correctly

    Interaction feedback

    Touch Guidelines 02

    Increase user confidence by providing immediate visual feedback whenever the screen is touched. All interactive elements should react by changing color, changing size, or by moving.

    * Buttons and other elements that do not move should return to their default state when the user slides or lifts their finger off the element.

    Touch Targets

    Invisible. Pragmatic. Strategic.

    Designing for touch is a complex balance between size, spacing, and visuals. Achieving this balance reduces what is known as the “index of difficulty in target acquisition,” or, in other words, it makes controls easier to press.

    • Touchscreens sense the geometric center of a users contact point
    • Touch is imprecise. Precise movements are hard
    • Touch targets are not visible and can be larger than the related visual element
    • Frequently touched UI should have larger touch targets
    • UI elements should be 60-100% of the touch target
    • UI elements too close to the edge of the screen are more difficult to hit
    • Sequential tasks require additional space for precision (multi delete)
    • Use the grid to help provide adequate space between TUI elements

    Finger sizes

    Touch Guidelines 03

    A mouse and pen are precise, while fingers aren’t, and small targets require precision. Use large targets that support direct manipulation and provide rich touch interaction data. Swiping down on a large item is quick and easy because the entire item is a target for selection.

    * People often blame themselves for having “Fat” fingers but even baby fingers are wider then most touch targets.

    Size vs efficiency

    Touch Guidelines 04

    There’s no perfect size for touch targets. Different sizes work for different situations. Actions with severe consequences (such as delete and close) or frequently used actions should use large touch targets with enough padding to avoid accidental taps.

    7×7 mm is a good size if touching the wrong target can be corrected in one or two gestures.

    At 135 DPI
    40 px = 7mm
    10 px = 2mm padding

    Contact points

    Touch Guidelines 05

    People often touch with more than one finger and don’t even realize it. That’s why touch interactions shouldn’t change radically based on the number of fingers touching the screen. Just like the real world, sliding something with one or three fingers shouldn’t make a difference.

    When accuracy matters, actions like close, delete or other severe consequences, you cant afford accidental taps

    At 135 DPI
    5 px = 1mm

    Postures

    Insightful. Considerate. Friendly.

    Designing for touch is more than designing what’s displayed on the screen. It requires designing for how the device will be held (single hand, both hands). Immediate environment and physical comfort also affect how long a grip is used and how often it’s changed.

    • Optimize the interface for different kinds of grips
    • Think about how landscape or portrait modes effect your content
    • Anchored thumbs increase touching accuracy
    • Touching top of screen might knock a docked device off balance
    • Anything in the middle of the screen is difficult to reach
    • Interaction at a distance reduces readability and accuracy
    • Touching top of screen might knock a docked device off balance
    • When holding with two hands, action in the middle requires changing posture

    Interaction areas

    Touch Guidelines 06

    Because slates are most often held along the side, the bottom corners and sides are ideal locations for interactive elements. In addition, Most people hold a slate with their left hand and touch it with their right. In general, elements placed on the right side are easier to touch. Phone interactions are mainly thumb based and placing interactive elements within reach of the thumb’s reach are ideal.

    Reading areas

    Touch Guidelines 07

    Content in the top half of the screen is easier to see than content on the bottom half which is often blocked by the hands or just plain ignored.

    Holding positions

    Typically, different people have a few favorite grips when holding a tablet. Your designs should consider the different holding position and interactions required. Think about common “On the Go” scenarios where people tend to read, browse, and do a little light typing the most. Remember the environment matters as well. Mobile devices tend to be used on the bus, in coffee shops, in front of the tv where distractions are higher.

    One Hand – Hold with one hand and interact with the other hand

    • Right or bottom edge actions
    • Lower right corner blocked by hand
    • Limit reaching for accuracy

     

    Two Hands – Hold with two hands and use your thumbs to interact

    • Lower leG and right corner ac0ons
    • Anchored thumbs increase accuracy
    • Middle of the screen is difficult to reach

    Rest on Lap – Rest device on lap or table and interact with two hands for faster typing

    • Bottom offer quick interaction
    • Lower corners blocked by hands
    • Reduced need for reaching

    Prop Up – Used for watching movies where little interaction is required

    • Bottom offer quick interaction
    • Touching top blocks content
    • Interaction at a distance reduces accuracy

    UI Architecture

    UI Architecture

    Some guidance that covers the basic visual building blocks used to create our experiences. Paired with the Gestalt Principle of Perception the Law of Similarity and the Law of Proximity, we use these elements to develop design patterns and unique signature experiences that help define the Security brand.

    Team

    Blake H., Cameron C., Hyun S., Amanda M., Allison H., Peter C., Liz H., Lara H., Simon F., Leigh M.

    Grid

    Open. Informative. Logical.

    When dealing with complex information the Grid lays the foundation for which we can create balance and symmetry and in doing so help users find a sense of order within disorder. This can help combat the feeling of complexity.

    • Grids are the invisible structural foundation
    • Define a structure for your page including margins
    • Use the grid for alignment, continuity and consistency
    • Build harmonious arrangements by organizing things visually
    • Align elements on the grid lines both vertically and horizontally
    • Use the grid for balanced but not 100% symmetrical layouts
    • Place elements in the right location to achieve balance
    • Ensure elements appear in the same place on each page

     Grid framework

    Standard 20px grid

    Basic page framework is based on a 20×20 pixel grid. The basic unit of measurement is the unit where one block equals 20 × 20 pixels. Each unit is further divided into sub-units of 5 × 5 pixels. There are 16 sub-units per square unit.

    After several years of using this grid system, my current team uses an 8px grid to allow greater flexibility in horizontal spacing and vertical pacing of the page as the viewer scrolls.

    Columns

    Layouts can be based on 60px columns used to define uniform spaces and provide reflow “marks” for adaptive ui. The space between each column and on either side of the total content area is called margins. Column grids are important for determining page types and maintaining consistency between pages with similar content.

    When grids are properly used, columns become superfluous. Columnar display is a throwback to traditional printing focused on fixed sizes and displays, while a grid system allows flexibility for not only horizontal spacing, but more importantly, vertical pacing. 

    Display Chart

    Display chart with various viewport sizes

    The physical size of the area where content is displayed. The size of a screen is usually described by the length of its diagonal, which is the distance between opposite corners. The screen’s display resolution is measured in pixels. Common dimensions are listed in the table above.

    Layout

    Open. Informative. Logical.

    Structure and legibility play a key role in UI architecture because the organization of the content directly affects our ability to comprehend a message. If it is jumbled or overwhelming many viewers will disengage before completing tasks.

    • Guide users through to their destination
    • Consider how the user might access the content
    • Contextualize experiences so people can be more focused and engaged
    • Develop clearly framed content to enhance skimming and scanning
    • Structure of information to allow users to attain multiple levels of understanding
    • Use structure to create meaning
    • Tell a story with the content to create an emotional connection they will remember
    • Use grids to convey a sense of relationships between information sets

    Golden Ratio

    Golden ratio in a user interface

    The golden ratio has also been used to analyze the proportions of natural objects as well as man-made systems such as financial markets. It is commonly used in everyday design, like postcards, posters, wide-screen televisions, photographs, light switch plates and cars. Some psychologists believe that the golden ratio plays a role in human perception of beauty.

    Conclusion

    These high-level thoughts are merely a framework on which to build your systems and as such are fluid and accepting of change. These are strongly-held opinions, loosely held; meaning they have worked for my team and I will continue to advocate for them until information informs me otherwise. 

    The ability to adapt design behaviors to data is paramount in success for design ing at scale, on an enterprise-level.