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Reservation 2.0 - Breaking the mode of transportation
The purpose of this testing session was to gain some insight into why the “Mode of Transportation” was tripping up so many CSR’s in previous tests. Several comments we received were “it’s too complicated, there’s to much going on and I’m confused”. Then ultimately this led to subsequent questions regarding what the users did in today’s application.
We originally designed the mode of transportation as part of the reservation intake flow. When this was originally released for testing, some users liked it, some hated it. More users didn’t like the flow so we (ux) decided to go back with our data and tear this thing apart. And that’s literally what we did, we removed the mode of transportation component out of the reservation flow and made it it’s own separate component.
This helped tremendously as the users can now focus on the most important parts of the trip, how were they getting there. This alleviated multiple issues due to users at times would have to complete 5 steps before they could move on with the remaining steps of the trip reservation.