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Book&GoApp
Providing Airport and Gate Agents the tools they need to quickly create last-minute bookings
OVERVIEW
Problem
The legacy application, GoSho, is limited in its capabilities, and does not provide the necessary tools for Airport and Gate Agents to quickly create last-minute bookings for their customers.
Outcome
The new web-application, Book&GoApp now offers improved work flows and the necessary tools agents need to quickly create bookings within minutes of takeoff.
UNDERSTANDING THE CHALLENGE
In order to better understand the context of GoSho, and the needs of the business and users, our team met the SME, one of our company's trainers, of GoSho. He provided a walk-through of the legacy product, along with explanations of all the pain points our customers have with it.
Key insights:
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GoSho's limitations are causing it not to be used by more customers.
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Agility/speed is key for this product.
Who are the users?:
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Airport agents
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Gate agents
What are their pain points?:
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​Origin Station is locked to the agents specific location--the agent cannot change it.
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Only one-way flights are allowed--round-trip flights cannot be created.
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Departure date is locked down to within 24 hours.
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Agents cannot enter payment info within GoSho. Once the booking is created, then the agent must put the booking on "Hold" while going into another application to take the payment.
DESIGNING SOLUTIONS
Booking flow
Flight search
and
results
Passengers
and
contacts
Payments
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The Foundation
In order to provide clarity and context, a stepper is displayed at the top of each step in the work flow, so that agents can see where they're at in the process.
The stepper also provides navigation so that the agent can quickly get back to another page if needed.
Searching for flights
To aide in the speed of creating a booking, all input fields are pre-populated where it makes sense.
Pre-populated input fields:
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Origin
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Depart date
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Fare type
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Passenger count
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These fields are populated with data that is most likely to be used. However, the does have the option to enter different info, if needed.
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Because of this, only one field is required in order to display flight results: Destination
Passenger and contact info
To aide in the speed of creating a booking, it is assumed that the first passenger entered, is also the main contact.
​
Because of this, "Add as contact" is selected by default, so that the necessary contact fields are displayed.
A summary-side-panel is also provided so that the agent can easily track booking details at a glance.
Payments
Essential payment methods are provided, with only the necessary fields displayed.
End record
Once booking is finalized, the agent is provided with a PNR (booking number), and a status of the booking. If the agent does need to dive deeper into the booking, the PNR is a hyperlink to the BookingApp--a much much in-depth booking application that was made to be robust, and not focused on speed.
If needed, the agent can also jump right into checking in the customer with the "Go to Check-in" button.
USABILITY TESTING
Our team has met with 2 customers, Sun Country and Tui for usability testing.
Sun Country
Initial concerns:
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They have two different types of agents that would require different permissions.
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They saw a few options in Flight search that some of their agents should not have.
Likes:
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Improved work flow
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Has the tools they need
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"Easy to use."
TUI
Initial concerns:
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They also have two different types of agents that would require different permissions.
Likes:
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The speed of the work flows
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Has the tools they need: Payments, ability to go to BookingApp, and ability to go to Check-in App
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"I like this."
POTENTIAL IMPACT
Based on our discussions with customers and our SME, Book&Go App has the potential to
save our customers 100s - 1,000s of hours each month
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