Design goal

Allow users to have real-time assistance within the travel feed, where they can ask a question and have their friends and connections help plan their next trip.


PROBLEM TO SOLVE:
At the time there was no way for users to leverage their network of connections within the new TripAdvisor (social-media based) travel feed, and ask any type of a travel-related question/poll to help them with their travel planning. Given that users had their travel-interested friends and family along with top travel experts following them on the platform, the Real-Time Assistance Feature was a big part of the roll-out, for the 2019 strategy as the brand’s travel platform continued to evolve.

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Outcomes

 

  • Led the design concepting of the Real-Time Assistance feature as part of the 2019 feature roll-out plan.

  • Given that users generally have an expectation of a higher quality of content at TripAdvisor, our hypothesis is that ‘commenting’ in the travel-feed, takes on the flavor of ‘responses’ from friends. Keeping in line with other top social media platforms, this feature allows users to add photos/videos/maps/polls etc to their question as well.

  • Links to the various Points of Interest: hotels, attractions and restaurants that are mentioned in the responses provide an easy gateway for users to directly link/engage and save

  • The responses may also be viewed on a map with contextual comments made by your network of friends and family following you.

  • Additionally lead and facilitated a 16 member Design Thinking workshop with stakeholders and a multi-disciplinary team around the Real-Time Assistance to plan, align and ideate towards its future vision and ways forward, that was extremely well received.

 

Concept prototype

 

workshop pics and artefacts

Role

UX Principal Product Designer

TIMEFRAME

3 weeks