Designing a concept travel agent IT system

Thomson shop front

As part of a multi-million pound IT modernisation programme TUI (Europe’s largest tour operator) wanted to update and improve the IT systems used within its 700+ Thomson and First Choice high street shops and numerous call centres. As the lead UX designer for this part of the programme I was tasked with establishing the user requirements for the IT system and with creating a concept design in collaboration with both high street and call centre travel agents. During the project I was managing and mentoring a more  junior UX designer and working very closely with the product owner, lead business analyst and numerous retail travel agents.

What did I do?

  • Provided user experience guidance and leadership through the project, including helping to set the UX plan and strategy.
  • Discovered user insights through numerous shop and call centres visits to observe and speak to retail agents as they went about their day to day tasks.
  • Carried out a competitor review of similar travel agent systems.
  • Carried out an expert review of the existing TUI retail systems and identified areas for significant improvement.
  • Ran collaborative design and requirements gathering workshops to establish and validate user requirements.
  • Created and verified personas to be used throughout the project
  • Created scenarios, user journeys and storyboards to help establish and communicate the UX vision
  • Created an Axure prototype for usability testing and for showcasing the design concept to stakeholders within the organisation.
  • Carried out usability testing to evaluate the design concept with retail travel agents.

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