travelport customer experience internship 

During my internship with Travelport, I worked on the Customer Experience & Labs teams. Throughout this time I worked on multiple projects that helped refine my research and design skills. Below are a few projects I worked on during my summer at Travelport.
 

travelport labs

Travelport Labs is the company innovation practice with the goal of improving Travelport’s ability to identify and develop new market opportunities in the travel industry. While working with the Labs team, I learned about Lean methodologies and how to use tools such as the Business Model Canvas and Value Proposition Canvas to explore new business solutions. 

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After the talk, I worked individually with founders to create their Customer Profiles where we defined their customers Pains, Gains, and Jobs.

During the Travelport Labs Accelerator kick-off week I gave a talk to the participating travel start-up founders about using the Customer Profile as a tool to better understand their customers.

 
 

bay travel group

One of Travelport’s customers, Bay Travel Group, an Australian travel agency, had a new product idea and looked to the Labs team for support. They envisioned a calendar plugin so smart, you could book an entire business trip without ever leaving your calendar. I created a storyboard and simple flow that the guys at Bay Travel could then use to pitch to potential customers.

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Customer Profiles for both the Travel Manager (customer) and Traveler (user). Understanding both of their Jobs, Pains and Gains allowed me to get to work on the storyboard next. 

 
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The storyboard would be used to unify the narrative Robert & Alan would use to have conversations with potential customers. We decided to focus on the Ideal State Traveler’s booking experience to highlight the workload that would be taken off the Travel Managers.

 
 Illustrations by Stanford Ashcraft

Illustrations by Stanford Ashcraft

 
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It proved to be a challenge to fully understand what Robert and Alan envisioned this product to look like. After sending over some sketches and early iterations, we landed on flow to the right. It was clear that they wanted to create a seamless experience with minimal user input.

The guys at Bay Travel Group reported that they received positive feedback and are excited to keep exploring their new business solution.

 

voice of the customer sprints

The Customer Experience team ran 3 simultaneous Google Sprints looking to improve Support Communication, Billing, and Agency Debit Memos (ADMs). I co-facilitated the Support Communication sprint, where we set out to improve how we communicate with our customers during urgent situations.
 

 Our sprint team included employees from Marketing, Help Desk, Operations, and more.

Our sprint team included employees from Marketing, Help Desk, Operations, and more.

 One of the big tasks to complete Monday is setting the Long Term Goal.

One of the big tasks to complete Monday is setting the Long Term Goal.

 Team members voting on "How Might We" notes taken during expert interviews.

Team members voting on "How Might We" notes taken during expert interviews.

 
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Many sketches and dot voting sessions later, we decided to prototype a mobile solution to test with customers. We wanted to leverage the new self-service portal, MyTravelport, to test if customers were willing to provide us their mobile numbers, in order to communicate in a timelier manner.

 

cx day in may

After a week of sprinting, we wanted to ensure all the knowledge gained from the 3 sprints was shared throughout the company. The CX team created an interactive Customer Experience room, where employees experienced some of the pains our travel agent customers endure. After spending time in the “pain room” employees were then debriefed about what we accomplished during the sprint week and how they can get involved in future workshops.
 

 Employees creating their "Miranda" name tags.

Employees creating their "Miranda" name tags.

 Getting to experience what it's like being a travel agent customer.

Getting to experience what it's like being a travel agent customer.

 Debrief after, explaining what we did during sprint week to address these pains.

Debrief after, explaining what we did during sprint week to address these pains.

 

reflection

My summer working at Travelport was an incredible learning experience, both professionally and personally. Some of the key lessons I took away from this internship were the importance of having a shared understanding of who the customer is, the best work is done when different areas of the company are involved and to not be afraid to fail.