How may we re-imagine Expedia’s added value in one comprehensive CS support tool?

Expedia Agent Portal (Voyager)

Expedia’s agent portal works independently from the main Expedia website.

The portal is optimized for agent-customer interactions and provides more in-depth information and functionality then the customer facing website.

The Ask

What would the agent portal look like in the next 3 years? How can we optimize it for the agent to support quality interactions, maximizing the time spent talking to customers and utilizing the possibilities for up -and cross sell.

The Approach

For this project I knew I had to start at the end. What are some of the most common questions agents had to answer, what were the opportunities to create unique selling points and what were some of the most repeating tasks?

I knew it was important to add value by having a seamless experience for the agent based on their current workflow. It would have been easy to disrupt their patterns so I had to create the experience based on their current customer interactions. We looked at pain points both the agents had in dealings with customers. Major pain points included the use of multiple legacy tools in addition to the main portal to accommodate customer requests. The business need was for a KPI that demanded the interactions between the customer and the agent to be shorter.

Our team of three had access to the call center agents in the Philippines and a former agent who now worked in our main office.

The Outcome

The team created an animated video to convey the user experience strategy. The video features a future agent-customer interaction based on quality, proficiency and ease of flow.

My Impact

I interviewed and shadowed customer service agents in the call center. based on the research I did I create persona documents, collaborating with the product owner to include KPIs. I made sure these persona documents were printed out in large size and hang on the walls of the office space so that everyone who worked on the project was aware of who we are building this tool for.

I facilitated design thinking through leading the team into ideation sessions of what the future interaction of a customer service agent and a customer would look like. I wrote the script for the video based on our conversations and did the voice over. I also directed our visual designer in making some of the sketches that were used in the video.