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Card Sort Study

Pricing Encyclopedia Redesign, 2022

As part of my role as the Principal User Researcher at Tallwave, I led a UX team of three UX designers in research to redesign a pricing encyclopedia application, known as the "Fare Rules" application, to be included in a more centralized application. Fare Rules is used for customer service agents across the travel industry to determine customer costs. Tallwave's client is among the top three US banks. The project significantly reduced call handling time for customer service agents and created substantial cost savings.

Leading into the Project...

  • Task: Redesign the Fare Rules application for a top US bank to have a visual interface.
  • Context: A Fintech/Travel industry application determining customer costs. This study targeted a feature of a larger software. This feature, the Fare Rules application, was a command-line (like DOS) interface used by customer service agents (our users) to look up Fare Rules, or the rules by which customers were charged for travel.

Approach to Research

Results

5 Groups
Identified via R and Optimal Workshop
70-80% Correlation
User Agreement about Groups
2 Minutes
Average Reduction in Call Handling Time
  • Outcome: Improved information architecture, efficient Fare Rules management, reduced workload on customer service, and enhanced customer experiences, based on quantitative Ease of Use scores.
  • After the Project: As is typical during formative research, this study was followed by a usability test, which yielded additional data and suggested integrating the Fare Rules application with the customer service agent dashboard.
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