The Business

Arrivia is a loyalty and travel software-as-a-service business who provides solutions for premiere external and internal brands, including Amex, Westgate, Vidanta, iGo, Government Vacation Rewards, iCruise, and USAA. These brands fell under several different companies, which merged shortly before my joining the company. All of us have been working together to consolidate the code bases and user experiences (such as choosing the best experience of each respective product and then implementing that product’s APIs and design into the other brands).

My Role

I work as a senior designer to provide data-driven, user-centered solutions, while collaborating with developers, business owners, product owners, and directly with clients. I also help to direct and give feedback to our contract team members. Work includes:

• Assisting my manager to direct and organize all UX work at arrivia, including managing and giving feedback to contract team members

• Gathering user data, coordinating with brand owners, creating user interview guides, interviewing users, creating user personas

• Research, UI mockups, and prototypes for new design needs (see other sections of My Work for examples of this type of work)

• User tests and A/B tests (with assistance from Optimizely and data team)

UX Work: Various Projects

USAA Member Portal

I created this portal to motivate USAA to improve their member experience and elevate our products. It would be a mutually beneficial change to their travel and benefits platform.

New page:

Adding Wallet Functionality to Account Page

The business need was adding a wallet to the user’s account area, so that we could charge recurring payments and they could check out more quickly.

Resort Checkout Redesign / Creating Parity with Hotel Product

All of the products on this platform were developed separately over the years, so there is a great deal of inconsistency. The Resort product had a lot of drop-off on the checkout page, which wasn’t a problem on Hotel. In general, the Resort checkout was very abnormal for a checkout experience on the web, and the organization was messy and confusing. I redesigned the checkout so that it can use the same tech stack as hotel, and reorganized the Trip and Payment Summary info to be clear and digestible.

Before and After:

Error Handling User Journeys and Solutioning for Earn and Burn on Checkout

After Earn and Burn was developed (by a 3rd party), I was tasked with creating solutions for error handling, using as much consistency as possible and covering all scenarios. I created user journey flows for the different experiences a user might have when facing particular errors, in order to create the ideal solution for each.

Homepage Redesign, Client Co-Brand, and Email Lead Sign-Up Flow (for A/B Testing)

Our client, GVR, asked us to improve the look and feel of the homepage, within brand, and increase email lead collection. We adjusted the page to capture the email before the rest of the registration form comes up. We will shortly be A/B testing this to see whether this will increase or decrease registrations, but more importantly if it will increase RELEVANT registrations (users who spend money and upgrade their memberships). These insights will come over 30-90 days.

Before:

After:

Bring content from new acquisition (iCruise) into our branded Cruise experience

With every business acquired by my company, we have more complexity but also more access to useful data. In this story I was tasked with bringing valuable data/content from iCruise into our branded client cruise experience, which brings value to both the users and the client.

These are just a few of the many problems I have solved, tests I have run, and designs I have created over the past two and a half years at the world largest cruise and travel membership company.