MyATPCO

Design Approach

I worked with New Target (Digital Agency) and ATPCO's stakeholders from October 2019 to July 2020 from Discovery to Delivery. The initial planning and discovery phases were conducted by New Target, and based on their user findings, I designed and tested solutions for the main problems brought up by customers and ATPCO's employees.

User Research

5 online/phone interviews with ATPCO customers, as well as 3 interviews with internal staff, were conducted. From those interviews, ATPCO got high-level feedback on how the Customer center was being used and which were the biggest pain points for users. As a result, several opportunities for improvement were found.

Key findings

Both customers and ATPCO employees had common needs and frustrations:

• Difficulty to locate content
  
• Confusion when Navigating the site
• Inability to easily share content with colleagues
• Usability issues to read content in tables
• Lack of visibility when content is created or updated
  

Solutions

One of the largest hurdles to overcome in the redesign was the sheer amount of data that end-users needed to find and visualize while visiting the customer portal. Therefore, I started ideating solutions based on key insights found through user interviews and card sorting. These solutions were focused on presenting large datasets in a way that customers could easily understand and find what they needed, including:

• Creating a dashboard with a newsfeed that lets customers find the most recent technical content published, changes in the product roadmap, upcoming training, and events.
• Improving the Information Architecture by simplifying the number of options in the site’s navigation.
• Having tables and card views with a robust set of filtering, sorting, and searchable capabilities to help customers scan through large amounts of data.

Solution Example

Users felt the welcome banner on the homepage was taking too much space and not letting them quickly find valuable content. In addition, they reported having issues finding the specific type of content they needed because navigation wasn't intuitive and the search feature didn't yield accurate results.

Dashboard landing page

Creating a Dashboard with an "Activity Feed" so that users can:

1. Easily scan the type of content published.
2. Know when content was the content published or updated.
3. See and search content with numbers they use as reference.
4. View all content published chronologically.

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Information Architecture

One of the primary challenges identified by both customers and employees was the overcrowded and complex navigation. Recognizing the impact on user experience and operational efficiency, we initiated workshops aimed at exploring innovative solutions to enhance the information architecture. Collaborating closely with customers, we conducted card sorting exercises to validate and refine the proposed improvements, resulting in a new and simplified site navigation.

UI Elements

I began wireframing the pages and introduced new UI elements to enhance searchability and findability. These additions were strategically designed to improve user navigation and overall accessibility, addressing the key concerns raised during our workshops and card sorting sessions.

Rebranding & Wireframing

To align with Atpco's  rebranding efforts, I created a comprehensive style guide for web assets. This guide ensures consistency in design elements, colors, typography, and overall visual identity across their digital platforms, reinforcing their brand image and messaging for a cohesive user experience.

Outcome

After going live with ATPCO's new Customer Center site, we conducted user interviews, sent out surveys, and analyzed Google Analytics data. The new site improved the customer experience for over 440 airlines and 200 sales channels. Key findings after conducting this user research:

• 77% of users reported being very satisfied or satisfied with the new site.
• 81% of users were able to find information more easily.
• During the first 4 months, MyATPCO had +2013 new users.

Desktop designs

Below you can see the designs in a Desktop breakpoint for:

• Homepage (Dashboard)
• Notifications landing page
• Notifications content page
• Training landing page
• On-demand training page
• Courses (online & in-person) page
• Content bookmark page
• 404 page
• Empty search results page