Overview
Understand the Problem
Product Goal
Market Research
Ideation
Result
Final Design
Outcome
Top

Rezio B2B Booking Platform Optimization

Empowering Tour Operators with Enhanced Publishing Control and Visibility

Company
KKday
Timeline
3 months
Role
UX/UI Design
Team
1 Product designer 

1 Product owner 

2 Product managers 

2 Developers
New Product Summary Page
Product List Page

Overview

Rezio is a tourism B2B SaaS product that empowers tour operators to manage bookings and seamlessly publish products across various travel activities platforms.

However, complexities within the product management function have led to excessive customer service inquiries, consuming up to 80% of resources. To address this, the product team initiated a project focused on streamlining the publishing experience, enhancing visibility into publishing status, and empowering users to troubleshoot issues independently.

Since December 2023, I've served as the lead designer on this effort, specifically targeting improvements to the publishing flow across diverse platforms. Through in-depth pain point analysis and market research, I successfully identified solutions that optimize the user experience. We expect the new feature will significantly reduce the burden on customer support after release.
Rezio provides tour operators both online booking system and on-site ticket sale

Understand the problem

My Role
To improve the product OTA (Online Travel Agency) publishing experience for tour operators, lots of potential pain points are assumed during team discussion, ranging from large-scale redesigns to small changes to specific UX copy.

My role is to help balance opinions, use UX research to narrow down the problem, and find a viable MVP solution that can effectively solve the bad cross-platform publishing experience. The goal of this project is to first solve the user's biggest pain points, reduce user churn and customer service pressure, and a
Product team has weekly regular meetings to brainstorm ideas
Research and Product Diagnosis
User journey mapping and product audit have been conducted to identify pain points as well as product audit has been done. What I found is
Product list page design audit

Product Goal

From the research, pain points has been narrowed down and prioritized. Our product goal is to focus on solving complex cross-platform publishing issues and preventing missed sales opportunities.

Major suggested proposal include:

Market Research

Before starting design, I conducted market research to gain insights into how competitors design for similar user journeys. This also helped me brainstorm solutions for different user problems.
‍
These competitor insights highlighted the importance of:
These insights directly influenced the project, focusing on features like the summary page with troubleshooting instructions and the redesigned list page with prioritized information access.
KKday
Activity Japan
Bokun
KKday BE2
Activity Japan
Bokun
Ideation #01

How might we help tour operators effectively publish across various OTA platform?

To generate a wider range of solutions for publishing  pain points, I participated in two brainstorming workshops. Here are the ideas I contributed:
Idea 1 - To-do Dashboard
A to-do dashboard that displays all pending tasks for all products, allows tour operators to see which platform, distribution have issues that need to be addressed.
Idea 2 -  A task widget
Instead of a full page displaying to-do tasks, I tried to put the to-do tasks in the product page as the page is the most viewed and edited.
✅ Idea 3 -  A summary page
This page will provide the listing information and all pending tasks for the product, allowing users to save time and more easily manage their product on a single page
✅ Idea 4 -  A publish status in list
By integrating the listing status on the product list page, users can have a complete overview of the listing status of all products on the same page, allowing them to identify and fix problematic products more quickly.
💡 Final decision
Idea 3 received positive feedback, so we decided to move forward with its development. Since Idea 4 is relatively easy to develop, we also decided to implement it alongside Idea 3 to provide users with a more complete experience.
Ideation #02

How might we remind users their sales option period are due?

Another pain point is that tour operators might be unaware when a sales option is unpublished, risk missing out on potential sales opportunities. To address this, I've developed several design proposals for reminding users when a sales option period nears its expiration.
Proposal 1: Display on List Page
  • Pros: Users can clearly see on the list page whether the sales period of sales options is about to expire.
  • Cons:The design of the list page becomes more complex, which may cause readability problems.
Proposal 2: Display only on Overview Page ✅
  • Pros: All detailed information of the sales options are placed on the product page.In addition to keeping the list information concise, the overview page can present more detailed information and provide users with a more convenient operation design.
  • Cons: Since the information is placed on a deeper level page, it cannot be ensured that users can quickly get the information and reminder.
Proposal 3: Notification ✅
  • Pros: Actively reminds users that the sales option  is about to expire.
  • Cons: The push notification feature cannot distinguish different types of reminders.This can lead to a confusing presentation of information, and users may ignore the reminder.
💡 Final decision
We chose Proposal 2 + 3 to ensure timely and relevant reminders. Proposal 2 places detailed sales information within the product page, maximizing visibility where tour operators are already working. Proposal 3 proactively alerts users before a deadline is missed, preventing lost revenue opportunities.

Result

After many iterations and explorations, the final design not only streamlines the publishing flow but also provides the best MVP solution to address the current biggest pain points. It is also scalable for future design.
Publish products to multiple OTA platforms in fewer steps
The new publishing flow streamlined the flow from product creation to publish onto various platforms. Previously, publishing meant repetitive tasks and troubleshooting across numerous OTA platforms. Now, they publish to all relevant channels from a single page, saving time and eliminating errors.
The big efficiency improvement on OTA publishing flow

Final Design

Publish Faster with New Summary Page
By introducing a new summary page in product page, it becomes a one-stop hub to centralize all key information in a page, streamline the cross-platform publishing experience, leading to more sale opportunities.
Overview Section
A new centralized information section provides a one-stop shop for all crucial information. This eliminates the need for visitors to navigate through different sections, saving them time and effort.
To-do Section
A “to-do” section guides operators through the troubleshooting process.
Sales Options Section
Sales option provides a clear overview of the sales period for each sale option, allowing tour operators to more effectively grasp the product sales period.
OTA Section
Detailed OTA status information, empowering tour operators to publish across various platforms in a single page. This approach empowers tour operators to resolve publishing issues significantly faster, leading to increased sales opportunities.
Publishing Status with Timely Fingertips
The new channel status allows users to instantly observe publishing status of each product across all connected platforms in one central location, this eliminates the need to click through multiple pages.
Never Miss a Sale with Timely Reminders
Tour operators will receive automated notifications when a Sales option is nearing expiration. This eliminates the risk of missed orders and ensures they stay on top of their product offerings.
Effortless Navigation for Busy Tour Operators
The revamped list page prioritizes key product information with improved data clarity for easy comprehension at a glance. This allows tour operators to find what they need quickly and minimizes the need for navigating through multiple tabs.

Outcome

This redesign addresses critical publishing pain points and is expected to launch within 3 months. We anticipate positive user feedback and significant efficiency gains for tour operators.
contact

Want to work together? Let’s collaborate!

yingyi518@gmail.com
Feel free to contact me
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