Himesh Singh has over 7 years of experience in UX design. He has worked on projects for web and mobile at companies like MakeMyTrip, Fidelity International, and Times Internet. For his most recent project, he designed a live mobile bingo game from concept to completion. This included user research, prototyping, and collaborating with various teams to launch the game.

1. UX
HIMESH SINGH
PORTFOLIO+91 9555841995 | himeshiitk@gmail.com
A wise man once said that every life has a purpose.
I know mine, it is Design.
I have learnt the user experience basics in M. Des at IITK. ADer that my ambiEons led me to MakeMyTrip,
Fidelity Interna2onal & now in Times internet where I was able to follow core UX Design processes,
standards and guidelines. MulEple projects for web and mobile were carried out in my tenure of 7 years, I
tried to learn each and everything of travel ,finance and gaming domain along with various user TesEng
sessions. My work delivered solid business results, in turn resulEng in an upscale of revenue. I was also
credited for creaEng delighMul user experiences. To add further, I have worked on cross-funcEonal portals,
persuasive user experience, heurisEc evaluaEon and enhanced usability. I have also envisioned innovaEve
design soluEons for exclusive B2C and B2E products such as Mid-Office, Freedom, My Account, Rail Info
Services app, responsive web pages for flights, hotels SEO, route planner for mobile, referral for app, mobile
app homepage, Air India holidays, support page and many more. In my overall experience, I have worked
closely with users, product managers, developers, content writers and FED resources.
1. ABOUT ME

2. DESIGN
In this phase, I define the
problem statement and generate
lot of ideas, produce something
tangilble and iden7fy challenges.
Do user tes7ng to find out did
we build the right thing and in
right way. Make wireframe or
low fidelity prototypes.
TECHNIQUES-
- Collabora7ve Design
- Workflow diagram
- Sitemap (complete list of all
pages available on a website)
- Paper Prototype
- Mood board
- A/B tes7ng
It’s 7me to draw insights from
the data collected. I try to find
out how this data will help to find
out solu7ons. It also helps to
confirm the assump7ons which
were made earlier.
TECHNIQUES-
- Card sor7ng
- Persona
- Affinity Diagramming
- Use cases
- Scenarios
- Experience Map
- Storyboards
ANALYSE
2. DESIGN PROCESS Followed
RESEARCH
In this phase, I grasp issues
through systema7c inves7ga7on.
It is done to collect all available
data in field and in house.
TECHNIQUES-
- Contextual Enquiry
- Surveys,
- User interview
- User Tes7ng
- Heuris7c Review
PRODUCTION
Now, final product is created with
the help of visual designer and
developers. I sit with them to
clearly communicate the vision.
Then I validate the final output
with the stakeholders and users
before sending for ‘go live’.
TECHNIQUES-
- High fidelity Design & digital
assets
- Usability tes7ng
- Unmoderated remote usability
test
- Beta launch
- A/B tes7ng here also
I follow 5 stages of design process explained
below. Under each stage, I apply various
techniques or which fits best to slove problem.
UNDERSTAND
Learn about stakeholders, discover
goals & ar7culate the their vision.
- What is PM/organisa7on is hoping
to get out of project.
- What will be success metrics?
- Priority in grand scheme of things.
- Findout whether already another
solu7on present in market.
TECHNIQUES-
- Compe7tor Analysis
- Analy7c Review
- Stakeholder Interviews
O@en called ‘STRATEGY’

3. WEEKEND
GETAWAY
3.0 APP IDEA
This idea was developed for the inter
team hackathon in MakeMyTrip. Travel
enthusiast people these days took small
break from work and look for desirable
weekend getaway. They always have to
look for bit and pieces of informa;on
from many websites like tripadvisor,
lonely planet, travel guide available on
internet and magazines. What if there is
solu;on in market which is easy to use
and trustworthy?
UCD process was followed to achieve the
solu;on
Empathise-Define-Ideate-Prototype-Test
3.1 PROCESS FOLLOWED
IDEATE
Persona
Emo/ons involved
EMPATHISE
Get into the shoes of real
travellor and plan to go for
holiday. Details are on
next page
DEFINE
Provide a tangible solu;on to
travel enthusiasts who travel
on weekend frequently. It
should be trustworthy,
enriched with informa;on &
safe.
Tech savvy, group traveller, money saving mind,
corporate job, want to enjoy every weekend,
intelligent, like offers and discounts, fitness
enthusiast, likes photography and memories
maker and ac;ve on social media. urban
mindset for dressing and food, easily get adjust
with IT industry people, need private space at
;mes. Doesn’t hesitate to pay online.
It has a huge role in the solu;on. Safe,
trustworthy, delighPul, enjoyable, peaceful,
full of adventure, happiness, love for - food,
people, place, living creatures, nature.
ac;vi;es & hobbies, fear to get lost, regret
to miss things.

4. Low
Economical
Self contary
Free
BUDGET
Hills
Beach
Resort
Safari
Historical
Desert
Adventure
Haunted
Religious
Aashram
THEME
Adventurous
Peace loving
Religious
Shopper
Foodie
Nature lover
Photography
INTERESTS
Tents
Bike
Trekking shoes
Gloves
Snow Jacket
Gadgets
Ropes
TO RENT
Dharmsala
Camps
Farm House
Hotel
Homestay
Resort
RelaFve/friends
home
PLAY TO STAY
Friends
Family
Couples
Colleagues
Ladies
Kids
Pets, animals
Bachelors
PARTICIPANTS
Date change
-Hotels/flights
Venue change
People change
IFnerary change
MODIFY
ReconfirmaFon
Hopeful
PersuaFon
Regret
Forget
Reminders
Forceful
EMOTIONS
Birthday
Team Offsite
Anniversary
OCCASSION
Nil
Breakfast, dinner
Drinks
Snacks,
Veg/Non-veg
Outside food
Homemade
Healthy
Milk for baby
FOOD
Places to stay
Timings venues
Place raFngs
Current Weather
Pre booking if any
Things to buy
Stuff to pack
Prices crosscheck
INFORMATION
NEEDED
Informal
Casual wear
Beach wear
Sports wear
Sandals
Sweat shirts
Hat/Cap
Googles
WHAT TO WEAR
25 - 40 yrs
Tech Savvy
Corporate Job
Travel enthusiast
Educated
PERSONA
Cab
Bus
Train
Tempo travellor
Bike
Ponies
TRANSPORT
Quila,temple,church
Site seeing
Club
Theatre/Concert
FesFval
Famous Eatery
Sport event
Amusement Park
Village tour
PLACES OF
INTEREST
On site
Online
by agent
Print voucher/tkt
In advance
All in package
BOOKING
RaYing
Treking/Cycling
Bunji Jumping
Sight seeing
Yoga/MeditaFon
Luxury stay
Jungle Safari
Horse Riding
Sports
Work and fun
TYPE OF
ACTIVITIES
Weekend
Long weekend
DURATION
Within 50 Km
50 - 100 Km
100- 150 Km
150 - 250 Km
250 +
DISTANCE
EMPATHIZE
Empathize : Step into the shoes of the user and
think of all keywords possible. I have wriben all
the keywords on paper and then tried to
categorise/condense/combine and refine.
3.2 WEEKEND GATEAWAY

5. 3.3 WEEKEND GATEAWAY
Insights was drawn a-er going through all the
data.
(TRIP PLANNING)
INSIGHTS
PRODUCT REQUIREMENT
USER THOUGHT PROCESS
HOW
WHAT
STARTS WITH
Gather Information
Distance
Mode of travel
Budget
No. of Days
required
Current
Weather
Places to
shopping/stay/
eat/visit
Best time to go
Enquire Friends
or
Search Online
Analyse
Tasks
Compare Packages
Decide for offline
or online
Decide for mode of
transport, no.of days
Make
Bookings
Preparation
Book Stay, transport
& Activities
Docs/Visa/Print
tickets
Prepare
Itinerary
Buy/Pack Gadgets
and clothes
Withdraw Cash
1. Tie up with local vendors
- Bike, tents, food supplies,
gloves, helmet, camera etc.
- Treking
- Boating/Rafting
- Camping
- Ayurvedic treatment
- Caterors/ spa etc.
2. Info about local shops
3. Hotel/Flight booking
assistance from players
4. Google map/ route
planner
5. Contextual info regarding
places - ongoing festivals
6. Senior Citizen assistance
7. Need Feedback/ Review
from travellors post travel
8. Corporate group travellor
bookings
9. Communication inside
groups
10. How to add ppl in similar
groups.
11. Seperate focus to group
and solo travellor
12. Different treatment -
Family vs bachelor
13. Safety for women
-Make economical holiday
booking
-Maximize fun during travel
-Networking
-Get more for every spend
-Minimize risk of life &
money
-Quick Hassle free booking
-Pursue interests
-Discover the place
-Recommendations
-Genuine Feedback
-Booking tool on mobile/web
-Assistance during travel
-Professional Advice
-Monitoring on the go/real
time data (e.g. live weather
update and route)
-Currency converter
-Language translator
-Save money
GOALS NEEDSPAINPOINTS
-Safety issues while traveling
-Senior citizen help
-Correct rating of places
-Clear itinerary details
-Sharing info with friends
-Save itinerary in mobile
-Language issues
-Getting right information of
places and public transport
-Get genuine views of
travelers

6. 1. Aesthe)cally rich to a1ract users to explore the app.
2. Visual cue that it is related with travel.
3. Focus on experience: help users to choose based on their
interests and distance.
4. Give users something to do. Interac)ve interface add
playfulness & delight.
5. Meaningful graphics with real content.
6. Easy to use for all age groups.
Hamburger menu
contains user profile,
no4fica4on se5ngs,
shortcuts and logout
Advance earch -
type loca4on
(screen flips, text
field appears)
Screen flips, text field appears
where user can type and
search
Ci4es are represented
according to distance
from the current
loca4on (through GPS)
Users can tap at the des4na4on
and look into small details here
itself
Se5ngs can let the user choose
the ac4vi4es as per his/her
interest
Users can also use this slider to
set the distance for search
The idea was to keep the landing page simple
as possible.
3.4 WEEKEND GATEAWAY

7. Ideal i(neray based on interest is given
on the top of the city page. So it gives
the idea of popular places as well as the
sequence of visit based on convenience
so that user would not waste their (me.
Pdf download and share.
Cost factor (very imp for decision)
Popular hotels recommended
and their ra(ngs
Important info
eg. few ATMs available
or info like restaurants ‘closes
by 9pm’
Users can check nearby
des(na(ons too and extend
their journey if they want.
All images of popular places/ac(vi(es.
Basic info
Customised package for expert users
Temperature and current weather Important info based on (me
of visit/ interests - fes(vals/
local food/exici(ng place etc.
NO NO things like plas(c
bags are not allowed or fine
on public smoking/drinking
Polular ac(vi(es offer you
special experienceMode of travel info
All the relevant informa/on which user needs to travel is given in inside pages of app.3.5 WEEKEND GATEAWAY

8. If user is commu,ng with own vehicle/
cab through road then small li8le
experiences to enjoy during journey.
User can view Ac,vi,es, Transport and
Hotels up front. On tapping on par,cular
sec,on, user will navigate to that sec,on.
Ideal i,nerary for the user who are not
aware of the place and looking for
sugges,ons for small li8le things.
3.6 WEEKEND GATEAWAY
Testing of prototype was conducted with users and iterations
were done based on the findings. Second design options with
various variation was also tested with users and feedback
was taken.

9. BINGO
4.0 MOBILE GAME
When I have joined Timesinternet, I got
opportunity to design a mobile game from
concept to end. This is first of it’s kind
‘live Bingo game’ which was made for
mobile users. The peculiar thing about
this project is that it is a online game
show which will be streamed live. An
anchor will play as host who will help
users to play Bingo on app.
I have ideated and designed this game
from scratch and it got live on 09 July’18.
I have played a role of product manager
too for this project. I was responsible to
make the project plan & to get the project
live on Ime. Also, I have learnt the
collaboraIon with different teams like
tech, producIon, markeIng, SEO, ASO,
legal, content, streaming and analyIcs.
Common people who have basic knowledge & less IQ and not belong to quizzing section.
People who are fond of Bingo and want to make some easy money.
Before getting live, research was done to understand the user mind. When concepts got final it was
again tested with users. Multiple iterations were done to improve the flows. Focus group with target
user group was also conducted.
Target User Group
• How to replicate the real world experience in the digital.
• To understand how television studio works.
• There are 3 users for which screens are made - Producer, anchor
and end user.
• Understand the anchor behaviour which performs live infront of
camera and reads my designed screen.
• Producer screen is also designed by me where producer initiates
any action which reflects on anchor screen
• and live game show on app.
• Co-ordination with different teams like front end, back end, QA,
streaming department, legal, content and
marketing.
• Writing detailed Jira so that QA team easily test the product
Challenges Faced
To increase DAU from 3.2
lakh to 5.2 lakh. 2 lakh new
users should be added
within 2 weeks of 100% live
version.
Success Metrics
Focus Group Usability Testing

10. ‘Understanding how production studio works’ was one of the
important and different step in this mobile game. Because
Quizmaster initiates action/instruction on his screen which is
followed by anchor and then triggers screen for mobile users.
4.1 BINGO PRODUCTION
• Research on Tambola and Bingo.
• Research on how live TV production works.
• Make rough concepts and test with users.
• Wireframing app, producer and anchor screens.
• Make wireframes for website.
• Communicate with visual designer and frontend
developers.
• Meetings with backend developers to understand
tech limitations and possibilities.
• Prototype and test.
• Brainstorm all the possible usecases and create
Jiras for frontend and backend developers.
• Create events for clevertap tool for analytics.
• Guide backend team for creating CMS where
game will be created.
• Make high level project plan.
• Write Product Requirement Document.
• Define ticket generation rules.
• Work closely with QC team and do UAT
• Explain rules and how to run show to Anchors and
producers.
• Execute dry run with anchor, producer and tech
team.
STEPS INVOLVED
Anchor in Production studio Producer in action
They used to prac/ce script in advance and speaks as per teleprompter in front them. The
main challenge for them is that it has to be in sync with the mobile screen. So user gets a
seemless experience. Example- To announce the number of Bingo game and the winners
as game finishes.
Producer ini/ates ac/on on his screen, which
simultaneously commands teleprompter and
show relevant screen on the mobile.
Example: He throws a number in Bingo game.

11. The flow:
• When live bingo game starts, anchor will explain the rules
which will appear on a pop.
• Then a random ;cket will be generated for user. Ticket
will always be visible on the screen along with anchor.
• An auto-claim will occur once a row/house is get filled.
• Anchor will announce a number. Timer runs for 6 secs.
• When user taps a number on his ;cket, it will get selected
with blue background.
• As anchor announce more numbers, one previous number
will also be visible to users.
• All the announced numbers will appear in board history.
• Game stats will be shown on top of the screen, user can
view the status of claimed prizes.
• Whenever winner is announced, winner will see the
winner pop.
• For wrong claim for the first ;me, user will be warned and
his numbers will be corrected. For second ;me he will be
eliminated. Numbers can be checked from board history.
• If user quit the game and come back, he can play for
remaining prizes.
• AJer game, ‘winners’ screen will be shown - full house
and rows.
I have designed all the screens for Bingo (add-on game
designed for Baazinow app). This game run on app at specific
time in a day where anchor will play as host of Bingo game.
User can join the game via app and they can play and win.
4.2 BINGO SCREENS
Final design
Wireframe
Producer Screen Anchor Screen
On playstore
Website

12. Dry run with anchors were done to ensure the smooth
live show with no technical glitches. When game is
developed, QC was done on all famous brands android
devices
4.3 BINGO TESTING
Wirecast tool QC TestingWirecast tool
App Screen
Anchor Screen
Producer
Screen
Production room images

13. How ___________ people solve/find answers if they have any query regarding _________. And how ___________
people access MAMI Support and ask ques@ons regarding ________ for example___________________.
1st & 3rd blank Users- novice, tech savvy, elderly, family, solo
2nd & 4th blank Refund, cashback, payment & all LOBs - flights, hotels, holidays, bus, rail and other.
( 3 Scenerios during Pre travel, during and post travel)
Example: Weather I will get milk for my baby in hotel or Elderly people will get support to switch the flight?
USER SCENARIOS & JOURNEYS
• Convince the director (postsales) to make a proper support page rather than skinning of old FAQ page
• Buy @me from product manager to do research
• Talk with developers to add func@onality of keyword search
• Sit with frontend developers for the proper execu@on of micro interac@ons
• Explain the logged-in and non-logged in user to homepage team
• Keep the PMs of other LOBs in loop as postsales is horizontal.
For example gathering top ques@ons and trending ques@ons from them.
CHALLENGES FACED
SUPPORT
PAGE
5.0 WEB
The idea of Support page to assist customers
24x7 regarding all the services available on MMT.
Before 2016, MMT had FAQ page which was 6
year old. Support was mainly dependent on mail &
call. Support page should cater all the queries of
users. It should be self-serve and helps users
to help themselves to find the solu@on.
The main goal of the ‘Support page’ was to
reduce the number of calls in customer care
cell.
5.1 GOAL

14. Data:
60% of people who visit
MA/MI donot call
90% of people who call
doesnʼt visit MAMI
I follow 5 stages of design process as explained
in 1.1
5.1 PROCESS
DATA RESEARCH IN HOUSE
4.5 lakhs of calls/mails in a month. JAN-FEB’ 17 data :
Other Steps
- Visited call centre and done contexual enquiry with call center execuFves.
- Detail study of tool called Einstein which has some ready made answers for agents.
- Go through support mails and categorise them under labels like refund, general enquiry etc.
- Done card sorFng exercise for deciding priorty of label and understand user’s mind set of grouping.
COMPETITOR ANALYSIS
View good compeFtor sites and analysis IA and structure of them. They
have few things common : Search bar, relevant/trending upfront quesFons
and popular topics.

15. L o g i n f o r n o n -
l o g g e d i n u s e r s
M y A c c o u n t M a i l e r s H o m e P a g e T h a n k y o u
S u p p o r t P a g e
Q / A P a g e
H e l p r e g a r d i n g c u r r e n t b o o k i n g S e a r c h Tr e n d i n g Q u e s < o n s P o p u l a r To p i c s C o n t a c t u s
C a l l / M a i l F e e d b a c k
V i e w D e t a i l s
P r i n t T i c k e t
M o d i f y
C a n c e l
C a n c e l / M o d
R e f u n d
B o o k i n g s
P a y m e n t s
O ff e r s
W a l l e t
R e w a r d s
O t h e r s
S e a r c h b a r
S e a r c h r e s u l t s
C o n t a c t u s
R e l a t e d A n s w e r s
c l i c k o n a c < o n b u K o n
Various layouts were made based to the
insights, taks & taskflows generated aOer the
research.
5.2 IA

16. New Approach to give users 3
op3ons in start- select topic/ help
regarding booking/ contact us. But
this approach failed in user tes3ng as
people straight away opt to contact
without going through other op3ons.
Layout 2
Tried to merge two pages together -
support home & detailed answer
page. But user felt cogni3ve load as
too much of things were going
on one page.
Layout 3Layout 1
Explora(on in IXDs started based on the self help
model. Started with LOBs and asking for booking ID
for further ac(ons. But this involved too many steps
and users felt lazy. They were interested in quick
help. Also there was space constraint in this op(on.
Various layouts were made based to the
insights, taks & taskflows generated aKer the
research.
5.3 CONCEPTS GENERATION - I

17. A"er user tes)ng, this layout was
finalized with some correc)ons.
Search bar was coming below the
first fold so it was decided to bring it
on top. Other change was to remove
crousel from the topics as users
completely missed some topics.
Layout 5
This is ini)al Q/A page which was
finalised a"er with few itera)ons.
Users were going back again & again
to home to search so search bar
added.
Bread crumbs was added for expert
users. Header removed. Contact us
added.
Layout 6Layout 4
Innova&ve approach to auto detect the bookings
of the users and show upfront the relevant
ac&ons related with the current bookings. But this
approach would best work in case of logged-in
user so it was decided to do this in phase 2.
Current focus is on non-logged in users.
Various layouts were made based to the
insights, taks & taskflows generated aCer the
research.
5.4 CONCEPTS GENERATION - II

18. This is the page where user will land
up in case he/she wants to view full
answers or viewing search results.
Non-Logged-in view.
Guide user to go to My
account - a page where
booking related ac?ons
take place
Based on the current call
drivers so that user gets
answer above the first
fold.
Keyword Search which
pulls out all the relevant
ques?ons from the
database.
These are the broad
categories which was
decided aFer the reading
500 feedbacks and
queries recieved and the
listening to customer
calls.
If s?ll users doesn’t get
the answers they can
contact us.
Top banner to run important info
and to add aesthe?cs to the page.
But it was later removed as it was
disrup?ng the flow and focus of
user.
Short preview of answer. It helps
in case of long answers. For eg.
visa norms
Related ques?ons if user doesn’t
find the answer.
In case user is logged-in then his
upcoming trip will be shown with
relevant ac?on related with
keyword searched.
Categories in which the ques?on fall
and user can search from this page
without going back.
1st part Persua?on to login and ac?onable items (prompts to login again)
2nd part Frequently asked ques?ons
3rd part Search bar. It will lead user to find relevant Answers. It will self help kind.
4th part Search through popular topics
5th part If user is s?ll unhappy or want to give feedback : Raise a request or
Contact us if user s?ll feels to call makemytrip or call, he can use this op?on.
Q/A DETAIL PAGESupport HomeVarious layouts were made based to the
insights, taks & taskflows generated a8er the
research.
5.5 FINAL IXDS

19. Various messages would come
within an answer such as
informa4on, sugges4on or
warning. Color are defined for
such messages.
Improved big search bar
acc. to usability. One of
the finding in the UT.
Standard text to answer
the query of user.
Heading, sub heading
and bullet to explain key
points
Tab view format,
suppose user have a
ques4on, but answer is
different for mobile and
desktop.
Image + text format
Tags under which a ques4on falls.
Feed back from the users
Relevant CTA if user have a
booking and ac4on related to the
answer shown. Then user will be
taken to My Account sec4on
where he/she can comlete the
ac4on.
Tabular format to display
charges or bill details.
In case of illustra4on or a
small video, window
defined.
MESSAGES STYLE AND
COLOR
Support at boMom in case user is not
sa4sfied with the answers.
More ques4ons
ANSWER FORMAT
DESIGN
Various layouts were made based to the
insights, taks & taskflows generated a8er the
research.
5.6 FINAL IXDS

20. Two flows were made:
1. Logged in flow
2. Non-logged-in flow.
5.7 FLOWS Non Logged-in User
Logged-in User

21. These are the final VDs which were finalized
by me and created visual designer.
5.8 FINAL VDS

22. MID
OFFICE
6.0
It is MMT backend portal where all the
documenta7on of bookings happens. It is a tool
directly built by developers over the period of
7me (on the basis of need of enhanced process &
new features). So it was huge task to re-built the
system and make it effec7ve for users. Basically
to increase their produc7vity and make processes
delighDul and short.
In midoffice, I have modified hotel and flights
sec7on. It contained more than 100 screens
combined of lookups, edit screens, mailers,
vouchers, charges, tables. It was a year long
project in which all the screens were revamped
with enhanced usability. I also got apprecia7on
from the call centre for simplifying the huge and
lengthy task.
• Done contextual enquiry with the users (agents) in the real environment.
• Understand the whole system which was huge.
• Collaborate with different tech teams and understand the flows and working.
• Enhance usability and learnability of tasks.
• Reduce the effort by making it simple- efficient with less cogni7ve load, build on previous flows.
• Make prototype and test with agents. Iterate and repeat test.
PROCESS FOLLOWED
Old Interface: CluTered, System built on feature by feature over the period of 7me. It has lot of dialog boxes.

23. Accordion
The whole project ran for more than a year with
hundreds of screens and overlays. Main work
was related with login, hotel interface, flight
interface and postsale ac=ons.
6.1 MID OFFICE
• No single person knew the whole info.
There were no PMs for this project.
Directly I sat with developers and get it
executed.
• There were no examples to follow. I
tried to improve it basis of heuris=c
principles of Jacob Neilson.
• Tes=ng has to be done at call centre
which was at different place.
• Co-ordinate with HTML team which was
outsourced.
• findable
• accessible
• clear
• useful
• controllable
• learnable
• delighLul
CHALLENGES FACED
UX HONEYCOMB GUIDING KEYWORDS
Most important quick icons on top.
Iden5fier (booking ID) and most important info.
Tabs grouped a>er research under booking card placed acc. to priority
New Interface: Clean and informa=on is revealed when required.

24. Agent have to check the
details and reconfirm the
hotel booking done by
an online user
More details open up in progressive
disclosure
The two LOBs - Hotels and Flights were
en6rely different from each other.
I have redesigned the whole page of hotel
bookings display page where all the bookings
are saved and displayed to agents.
6.2 MID OFFICE
The purpose was to enhance the usability to
increase the efficiency of the agents. Here
agents can take ac?ons like reconfirm,
execute special requests of customers to
add guest, add room, delete guests etc. In
reconfirma?on process, agent need to call
hotel owner/manager to confirm the hotel
booking specially in remote areas where
internet is unavailable.
LANDING PAGE : HOTELS MIDOFFICE
(Re-confirm/update/edit hotel booking)

25. Ticket Issuance
-LCC Ticket Issuance
-GDS Ticket Issuance
Booking Issuance
-Failed ID
-Lost ID
Schedule Date Change
Changing in Pax Details
-When Airline allows changes
-When Airline does not allow changes
Changing in Departure Date
Changing in Departure Time
One example screen:
(Flights MulEple PNRs for
same booking ID usecase)
This is smart interface where
agents can quickly access
details of passengers and
segments. ANer viewing the
details, agent can iniEate
ediEng directly from here.
A"er hotels, flight page was too redesigned to
enhance the overall User Experience.
6.3 MID OFFICE
DESIGNED SCREENS FOR USECASES
(check/update/edit flight booking)
Visual Design

26. YOU
THANK
+91 9555841995 | himeshiitk@gmail.com

27. Journey Map GAANA music app
My Latest Work
Search for app icon
Tap icon to open app
Switch on bluetooth to connect headsets through
opening settings or pull up menus on device home.
I think my internet is working fine.
Why everytime I need to connect device
Where is the app icon in the mobile
Excited to listen music
Anticipating good internet connection
Frustating to connect device to bluetooth
Help people to easily connect bluetooth
App icon should be quickly findable
Give info about internet connection like strength
etc.
Getting ready to go for office
Singing in bathroom
Listening to radio played by room partner
Searching for his headphones
Watching songs on television in PG mess
I think my voice is bad.
How these radio jockey are so spontaneous
Watching HD video songs is great
I will listen to this song again in cab
Again I have to go boring office
Excited to listen music
Get to know about the users daily routines and
habit may help in curating his playlist
Browsing the topics
Looking for his favourite artists
He is interested in new releases
Exploring the playlist like top hits, trending songs
Searching for something specific in mind
Type to search when he doesn’t find he want
Oh that’s new song
That’s new feature
Where is my favourite song
Is there any shortcut to get what I want
Excited to find how is this new song
Confused between the categories
Frustated to browse and look for specific songs
Eager to listen to all new songs which he discovered
Overwhemled to see lot of songs at one place
Triggered Nostalgia to see a very old favourite song
Show new songs based on user’s history
Ask preferences to show relavant data
Increase discoverability of new arrivals
Smart navigation
Play the chosen one
Analysing whether to listen full or go back
Go back if the song selected was not good
Look for lyrics if wants to sing along
Increase the volume if he really likes it
Where was this song all the time?
How people make such a song?
Who is the singer and lyricist?
Let’s me share this activity with friends
Can I make this my ringtone
Will play again on specific future occassion
Let me pull my friends/family and listen together
Can I share a specific lines/music with someone
Excited after listening song
Feel satisfied/thrist quenched
Feel pumped up
Feels to listen more like this and get drowned
Feel sad after listening to a emotional song
Keep user engaged and give next task
Persuade not to quit
Wonderful to find new favourite song
Aweful after listening a song of different taste
Down in Memory lane
Increase the engagement
Add feature like sing along
Add some written facts of song in between stanzas
Try changing audio modes
Play again if he likes it
Want to download if he wants to listen later offline
Share with friends
Mark it favourite
Add to his playlist
Find similar music
Search for more songs of same album
Play the specific portion again
Access downloaded song
Looks for last played song
Search for latest released song
Explore what’s new & settings
Want to set preferences
Complete profile
Look for subscription offers & compare plans
Want to give feedback/suggesstion
Let me hear last song again
Where is the song which I saw in ad
It’s very hard/easy task to search
Wonderful to have this app
It’s very annoying app, hard to find stuff
Excited to listen likable songs
Very important to engage this user as he may not
come back again.
Right time to give him offer
Enhance his knowledge about features
Show gratitude
Support people those who are looking for help
Kunal is 24 year old newly graduate from a reputed engineering college. He got placed in MNC in Gurgaon as a software engineer. He belongs to Agra. He lives in a PG in south Delhi
with his school time friend. Kunal is a sports fan especially football and a music lover. He have different apps in his mobile like gaana, google music, spotify, hungama etc. Whenever he
has free time, he plays football on FIFA app. When he gets bore, he connect his earphones and listen to music. He generally listen to music while jogging in morning and during
commute to workplace in his office cab. Also, he enjoys music during break in office or whenever he hangs out alone in mall or market place on weekend. He keep himself updated of
all new songs in market. In office and at his home, he is like music guru to all.
Kunal office is in Gurgaon and he lives in PG at south Delhi. Every morning, he go to office in his office cab to Gurgaon
which takes 45 mins to 1 hr. Sometimes it takes more time if cab gets stuck in traffic. He wan’t to kill the commute
time and keep himself entertained. So he generally open one of his music app and listen to his favourite songs. He also
search for new songs of his favourite artists as he want to keep himself updated.
1. Discover new music
4. Enjoy the time while using app
2. Get similar music suggesstions
3. Organise his favourite songs according to mood
so that he can listen them later without searching again
DoingPhases
During App Scenario
ThinkingFeeling
Opportunities
/Insights
Phase 1 Phase 2 Phase 3 Phase 4 Phase 5
Persona Scenario User Expectations
Opens App
Pre
App
Scenario
Browse music Plays Music Post Playing Revisits app
Humming the song while doing his work
Discussing about songs with roommate
Arguing when he is asked to stop humming
Checking the reply after sharing the song link
About the music of the new song
Thinking of the weird lyrics of song
Feeling satisfied after listening songs
Excited to listen songs in night again
There are high chances that die hard music lovers
to convert into paid users.
Post
App
Scenario

28. Gaana: Home page redesign - wireframes
After doing the some UX research which include User Survey, Competitor Analysis and Journey Map, I have tried to understand the mindset of
a music lover and redesigned home page and player of Gaana App.
Thought behind new home page:
Create navigation such that it is easy to understand.
Create meaningful broad groups of songs which help user to browse & pick song to play efficiently.
Help user to set preferences so that customised homepage can be created when he visits again.
Increase discoverability of songs and he need not to search again.
Use technology to help user to find his song: Chat bot assistant
Home page can vary according to time of day or ongoing festival.
‘Recent’ added in bottom navigation which helps user to quickly access his last searches (on which he had spent so much time to discover)
‘My Music’ and ‘search’ page (not shown here) along with home can give best experience to user.
Non Paid user home page: first half only changed

29. Gaana: Player redesign - wireframes
Thought behind new player:
Current player ‘from the features/tech point of view’, it is already one of the best among its competitors. so, I have made few changes.
I have designed the player(audio) according to user flow of reading information- starting from the name and ‘queue’ in the end. I believe it will
have better usability and less time to grasp information.
I have removed the icon from the right hand side which hamper the picture/video behind.
I have added features - Like & Dislike button to understand/record the user preferences and data will help to give better options to user.
I have given feature upfront on player, like audio mode inpired from Winamp player for desktop.
Redesigned queue to increase it’s usability, like intuitive scroll to view full and collaspse icon to minimize it.
Similar song suggesstion to add in the queue.