Groupon Merchant
Managing Bookings More Efficiently to Reduce Churn Rate
2014 – 2015
Category
Web Design
Business-Facing
My Role
User Research
UX Design
UI Design
The starting point of my career as a Product Designer, the first project that I took on was to reduce churn rate of booking reservation for Groupon merchants.
Working closely with PM and our clients, we found out that high percentage of merchants failed to respond to incoming reservations in time. They had to call our account managers, and ask for their “missing” reservations. My role was to solve this problem by creating a better reservation management interface.
Main Design Challenges
1/ Our target users are not tech-savvy. Some have been using their own reservation management system. For some others, the staff and managers might be using the same account.
2/ There’s a lot of information on this page, including reservation type, time and date, customers’ names, phone number, deal title, etc.
3/ The new design should accommodate future features, and can be easily adapted for mobile use.
Design Process
I worked closely with the product manager, engineers, account managers, customer service, and our clients.
Final Design
1/ Arranging reservations with priorities based on what the merchants want;
2/ Clean typography for better viewing flow and communication;
3/ Clear call to actions;
4/ Calendar view to support existing management practice;
5/ Animations to deliver additional information.
Design Iteration
1/ Grouping information with easy-to-understand icons;
2/ Displaying all options for instant decision making;
3/ Hiding information when needed.
