Anna R.

fr
en
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Travel Agency CRM ✈️

School project - Dec. 2018


CRM software is used a lot and in many domains. Unfortunately, their interfaces often date back several years and rarely consider the user. The idea here was to imagine a CRM software for travel agents, in order to rethink the CRM in user-centric design.





Context

Brief

What strikes me every day in France is to see the interfaces on which professionals must work. The first time I went to my ophthalmologist, I remember feeling horrified at the software he was working on for his consultation. No hierarchization of the content, with only tables. The problem with this type of interface is that in addition to making the job harder than it is, we must also take into account a fairly long training time on such software. I am confident that with a redesigned interface, we could reduce this time by 10.


Saleshound, a CRM software

Design Process

User Flow

For this type of software, which does not seem to have been designed for humans, I had to start from scratch and lay things flat. To rearrange the content and create a software architecture, I used Overflow. So I've been thinking about how to organize content and features in the easiest way for the user. I was inspired by the method OOUX (Object-Oriented UX) but in my way, simplified of course: the idea was to organize content in boxes larger and larger, determined by a color code.


User Flow on Overflow

Wireflow

The wireflow phase allowed me to organize the software in several parts: travel, client folders, a task manager, a messenger and a dashboard. From the client folder page, the agent can easily access a client's file, and therefore an information sheet automatically associated with a trip form (each form being of course editable). In the "travel" part, the user would have access to both the list of travel models that the agency would offer and personalized trips that he himself created. Will also have access to a travel editing interface to create a personalized trip from scratch.


Small wireflow

Final Result

Travel Edit

Most of my work was done on the travel editor. A drag and drop system seemed for me the smartest and most entertaining idea to create a new trip because the travel edit is certainly one of the longest and tedious tasks for the travel agent. The creation of a trip dependent on a customer, the trip form is directly linked to a client file and by a system of tabs, the user can easily go back and forth between the travel editor and the related information. to the client.


Travel Edit
Trips List

Client Folder

The "client folder" area is where the user will be able to find all his customers or create a new folder. It has the ability to filter the display of the list of customer records according to the criteria he wants. A percentage indicator allows the user to have an idea of the finalization of the file (we understand how this percentage is calculated on the second image). By clicking on an item in the list, it accesses a client file to which will always be associated with a trip sheet and a customer card. There are also old travel records if the link has already used the agency in the past for other trips.


Client Folder List
Client Folder

Contextualization

When working with hundreds of clients at once, it's often difficult to get back into the context of a particular client. That's why I wanted to highlight each time the links between email exchanges, customer record and travel record. For example, when the user modifies a travel card, a sign on the side put him forward the exchange of emails related to this customer (the emails have important information to take into account).


Trip card edit

Files management

When a travel agent is working on a file, he has to take care of all the bookings, be it airline tickets, accommodations, museum tickets, attractions, and more again. It is not necessarily obvious not to get lost in documents (airline tickets, receipts, passport scan). So I thought of the trip sheet so that documents are categorized to be clearer.


Trip card