Vliegtickets.nl
After researching, I wrote a script, designed the videos, and completed the entire project within 2.5 months.
For over 20 years the best website for airline tickets in the Netherlands. Vliegtickets.nl has a worldwide coverage of destinations and offers from over 100 airlines. With the customer-centric approach, they strive to get the best deal for their customers with the best user experience possible.
project goals
Reduce the number of calls on the Customer Service, without changing the FAQ.
Find out about the 3 frequently asked questions.
Make sure the right touchpoints are used to promote the videos.
Collaborate more with Customer Service and share UX knowledge.
problem statement
There was no question that we needed to drastically reduce the number of calls before the peak season began. That is, I only had two and a half months. But how do you do that when you can't and aren't allowed to adjust the FAQ on your website? With a whopping 14%, I finally managed to reduce the number of calls on the Customer Service.
approach
The biggest challenge here was time. Within 2.5 months I had to do the research, the customer journey, write the scripts, design the elements, take care of the dubbing, implement videos at the right touchpoints.
I couldn't do it alone, so I asked for help from a senior at Customer Service who already knew all the ins and outs. Together we prioritised the videos so we were sure they were everything the client was looking for.
So we’ve created storyboards and flowcharts for all 3 videos to make sure we didn't forget anything. All the main questions needed to be answered as best as possible.
defining the mvp
It was important to work closely with Customer Service and the video editor to ensure that we could publish 3 videos within 2.5 months. Based on my own research and from Customer Service we were able to define the MVP along with the video editor. We made sure all client needs were included in it, as well as the timing we needed to consider.
research methodes
Conduct interviews
Prototype testing
Customer Journey
Information Architecture
achievements
Convinced the Executive Board of the need for a dedicated UX team by presenting and taking ownership of my strategic plan.
Structured the existing design team by introducing a new way of working with Scrum, Agile and Jira for better communication between development, marketing and UX.
Increased bookings (+2.3%) on Vliegtickets.nl, Vliegtickets.be and WTC.nl by optimizing the booking engine (with currently a total of 10,000 bookings per day).
Reduced customer service phone calls (-26%) by creating interactive animated information videos.
Sharing our success story at the Online Video Event 2017
The project was a great success. Because of this success, I was asked to share our story, our journey, and our results at the 2017 Online Video Event. Questions were answered from other companies about the impact on Vliegtickets' Customer Service Team and how we made it to such success in the first place. I was encouraged to share this knowledge with other companies because users need more attention than they are getting now.