AltiusPAR

Challenge

Rearchitect and rebrand an outdated call-center application to increase operator productivity while creating an appealing and distinctive brand experience to be extended across multiple platforms.

Every extra click or wasted minute incurred by agents entering or finding information meant lost productivity and revenue for AltiusPAR, a subsidiary of Mexico's largest hospitality company. Agents needed an improved web application to reduce the critical minutes needed to find, create, process and manage reservations for multiple hotel chains and locations. gotomedia worked closely with AltiusPAR and their call center agents in Mexico, to understand, capture, and analyze the usability issues of the existing application.

Through a series of one-on-one interviews and usability tests, gotomedia conducted a comprehensive contextual-based study to understand how agents interacted with the system. Armed with this vital insight into the real world problems with the reservation system, the gotomedia user experience team took a holistic approach to the solution. Seamlessly integrating an Ajax powered UI with a streamlined application functionality and flow, the resulting highly intuitive web-based reservation system greatly reduced agent call time. This pioneering new reservation system is now poised to be sold as a white label product to major hotel chains around the world.

Services

Competitive Analysis; Heuristic Analysis; Information Design; Interface Design; Icon Development; Prototype Development; Usability Testing; Design Style Guide

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