ATPCO Login

Redesign process of ATPCO's login page for their authenticated customer portal

Project for

ATPCO

Role

UX Design

TimeLine

2020

Project Summary

Project overview

ATPCO is the trusted leader in airline pricing and retailing content working with 440+ airlines and 200+ channels. Over the past 2 years, they have been working extensively on their digital transformation, and, in 2020 they went through a rebranding.

Prior to ATPCO’s authenticated customer portal redesign launch in July 2020, I was tasked to improve the user experience of the login page used by customers to get access to ATPCO's products and customer portal.

My Role

Research | Wireframing | Prototyping | Visual Design | Testing & Validation

View final designs

Planning & Discovery

UX questionnaire

I started by putting together a UX questionnaire to help me make sure that the goals are clear and identify who and why am I designing for.

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Research

The airline industry has been one of the most impacted industries by COVID-19. When we started working on the redesign of these login screens, the company's policy was to be cautious about when and how we talked with customers. Therefore, we were not able to conduct interviews.

As we were not able to speak directly with customers, I did a Heuristic Markup and a Comparative Assessment as my main research methods.

Heuristic Markup

I assessed the login experience from beginning to end to find the areas where we had the opportunity to improve in this iteration.

Together with our Digital marketing manager, we shared our findings and illustrated potential areas for improvements to stakeholders.

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Comparative Assessment

I picked 3 companies in the airline industry to benchmark their login. Although these companies do not offer an optimal login experience, they helped me show stakeholders what customers in the airline industry are likely expecting from a login page.

To evaluate these companies, I created a list of areas to evaluate such as General Content, Design, Responsiveness, and Privacy Policy content.

Companies: Travelport, Amadeus and Sabre

Design

Sketching

Once all stakeholders were aligned on the key enhancements needed, I started sketching to explore different design ideas. In this phase, I like to use pen and paper or create low fidelity wireframes in Miro.

After identifying a promising idea, I developed a high fidelity wireframe for stakeholders to review and give their input.

Wireframes

I worked with Sketch to create high fidelity wireframes and InVision to present to stakeholders how the login screens and workflows would look and function in detail.

The new login screens would be aligned to the recently release brand guidelines and follow the same design system used for the authenticated customer portal.