Providing Direction Toward an Improved Customer Experience
A leading technology provider to the global travel industry recognized a visual disconnect in its product portfolio and, with it, a need to redesign its robust catalog of digital properties. The organization relied on projekt202 to implement a successful new software strategy.
Hundreds of airlines and thousands of hotel properties worldwide count on the client’s software, data, mobile and distribution solutions for managing critical operations, but customers were having an uneven experience.
In a patchwork manner over the course of 20 years, many software solutions have been built by different teams using different methods and visual styles across various platforms.
This short-term-fix approach led to long-term issues, such as:
Difficulty operating contrasting codebases and visual experiences
Inefficiency and wasted resources as multiple personnel worked to fix the same problems
Increased maintenance costs
Lack of design coverage to innovate, improve and inform the design for each product
Rather than simply filling software potholes, it was time for the client to pave a smoother digital path for its customers.
The projekt202 team led the development of a design system to define the user experience and provide a reference point for both developers and designers. This helped de-duplicate code and design decisions, improve the quality of software products, and allow designers to better scale to service development teams.
At one point during the second phase of producing the design system, the client held an internal hackathon. By putting projekt202’s product in the hands of the client’s developers and designers, the team received immediate, constructive feedback to shape the product to suit the organization’s needs and allow for wider adoption internally.
For this project, the team used the following resources:
The new design system was successfully adopted across the organization. Developers enjoy leveraging the design system, adding back to it through defect resolution, feature requests and code contribution.
Previously, legacy systems took longer to update, but new projects that jumpstart with the design system can produce results much more efficiently.
projekt202 also helped the client create a new division, which now functions as a design consultant for other internal projects.
Overall, a client spokesman noted, “[This] exceeded the expectations of what we imagined possible. The quality of what we’ve produced is stellar and the desire to adopt it within the organization is very high.”
projekt202 is the leader in experience-driven software design and development. We are passionate about improving the experiences that people have with enterprise and consumer digital touchpoints.