Noel Holmes User Experience Portfolio 2 Of 2

Noel Holmes & User Experience (Portfolio 2 of 2) Noel Holmes – User Experience Last update: 3/2//2009 Noel Holmes • User Experience noel.s.holmes@gmail.com • 512.484.4195 A grate user experience?

Choose a Topic
Goin’ Mobile
Metrics / Voice of the Customer
Facebook App/Social Web
Interactive Voice Response Makeover
Rich Internet Apps

Travelocity Mobile
Launched in November
Extensive Offering
View current itineraries
Add/cancel a car
View FareWatcher list
Receive up-to-the-minute information about flight status
Get average TSA security point wait times
Other tools include currency converter calculator, destination information and weather reports
Go to mobile.travelocity.com Tvly Mobile – WAP Back to menu

Travelocity Mobile for iPhone
Designed specifically for iPhone and iPod Touch
Launched Flight Information in just 2 weeks!
First Travel app on the new iPhone Web App portal
My Trips/Lookup solution launched in Jan 2008
Featured Web App and Staff Pick at Apps Store Launch – MacWorld 08
Go to iphone.travelocity.com Tvly Mobile – iPhone Back to menu

Featured during week of MacWorld, Jan 2008
Tvly Mobile – iPhone Noel Holmes – User Experience Back to menu

Voice of the Customer Voice of the Customer – Text Mining What are the major issues for our most important customers? Back to menu

Voice of the Customer – Text Mining
What the customers are actually saying
Noel Holmes – User Experience Details of Suggestions offered by users pulled by “suggestive phrases” Back to menu

“ Wish We Were There” A Travelocity Facebook Application Building and launching the app in one week. The Trick is… Back to menu

Build your own beach Choose from over 60 Original Items
Noel Holmes – User Experience Travelocity Facebook App Back to menu

Send your scene to a friend as a postcard Noel Holmes – User Experience Travelocity Facebook App Back to menu

Interactive Voice Response - Key Challenges
Poor 1 st Call Resolution
Limited Self-Service
No Branding
Outdated Call Flow
No Reporting
Old System
Making callers go away… …happy The Trick is… Back to menu

Project Goals
Increase First Call Resolution
Get the call to the right agent the first time
Drive Self-Service
1% improvement drives $300k/year savings
Improve Branding & Persona
Project Travelocity’s brand (goals, values and personality)
Enable Relevant Marketing Offers
Use the IVR as a marketing channel (inexpensive marketing to a captive audience)
Establish Reporting
If it’s important, measure it
Upgrade Systems
Improve system availability / system integration
Automate Testing
Improve product quality / delivery speed
… using a user-centered approach Meeting Business Requirements Back to menu

Results - IVR Upgrade
Sounds fantastic! Works great!
Answered 80% of Travelocity Leisure Calls with the New IVR in the first year
Delivered Value Early Using Agile Approach
Realized value 3.5 months from project kick-off for 70% of calls (vs. 6-9 months for all calls estimated by Intervoice)
Migrated First Corporate Account (25% of corporate calls)
VUI Designer Added to Team
Voice User Interface Designer, similar to IA role for voice
Increased Calls Terminated in IVR by 5% (16% - 21%)
Made “the perfect call” possible
Integrating user interface into process Agile Approach Back to menu

Web 2.0 - Experience Finder Engaging, seducing, inspiring the user The Trick is… Go to travelocity.com/experiencefinder Back to menu

Web 2.0 / Rich Internet (Flex / Flash) Rich with photos & videos Back to menu

Web 2.0 / Rich Internet (Flex / Flash) Rich with Interactive maps, wishlists, community reviews Back to menu

Laser Keyboard and Micro Projector
Noel Holmes – User Experience On my wishlist… Back to menu

Noel Holmes 512 x 484 - 4195 - cell [email_address]

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Noel Holmes User Experience Portfolio 2 Of 2

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