Ryanair — nmt design

Improving the Shopping Experience.

Client

Ryanair

Role

User Research
Sketching/Wireframing
Prototyping
UI Design/Visual Design
Usability Testing

Objective

For this design challenge, I worked to revamp REI’s mobile platform in an effort to improve the online shopping experience for customers.

Overview

The stakeholders have expressed interest in creating an online reservation for the their daily casino shuttles. However, there are concerns that their customer base will not use this service. For this challenge, I research on the scope of the project with the stakeholder and behaviors of the customers to design a digitalized solution.

Problem:

Customers who want to ride a bus to the casino will have a difficult time time connecting with a customer service representative over the phone to make reservation.

The Discovery Phase

During the discovery phase, I sought to understand the objective of the company and the scope of the project. I also intend to research the needs and frustration of the target customers.

Research Questions

Is there an interest from customers for an online feature to make reservations? If so, what are the motives behind this interest?

Key Takeaways

According to the survey, 75% of the respondents fell between the age group of 35-54 years old. It was discovered that 50% of the respondents checked on the website for the bus schedule and 62.5% of the respondents would reserve online if given the option. Half of the survey respondents would check the website for the bus schedule. This proved that there were digital activity from the Greatland Tours’ customer based and there was an interest for online services.

Five riders were interviewed to share the experience with using the daily casino service at Greatland Tours. Through these interviews, I learned about the difficulty customers had will connecting and communicating with the CSRs (Customer Service Representatives). Personas and journey map was created based on the research to help shape the story about the customer’s experience.

Ideation

Design

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