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

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

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

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

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

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

Featured during week of MacWorld, Jan 2008

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

What the customers are actually saying

“ 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

Build your own beach Choose from over 60 Original Items

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

Poor 1 st Call Resolution

Limited Self-Service

No Branding

Outdated Call Flow

No Reporting

Old System

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

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

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

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

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

Laser Keyboard and Micro Projector

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