Contract Tracing
Collecting guest contact information to later inform guests and institutions of any COVID-19 outbreaks while travelers travel aboard.
UXR + UXD
Contribution​​
Role
Senior Lead Product Designer : Reservations Team
Product duration: 1.2 months (Agile, 2 weeks sprints)
Team Collaboration
Cross - functional disciplines
Sr Product Designer : Checkin
Sr Product Designer : Booking
Sr Product Designer : Mobile
User Research Team : Reservations (5 members involved)
Product Manager : Reservations
Engineers : Reservations (4 team members involved)
Other disciplines
Sr Engineer : Security
Legal : Policy
TPO
Data Analysts
Call Center
Marketing
Context
Tracing inbound travelers
The United States was one of the few countries for international travel during the 2021 pandemic. A mandate by the CDC and the U.S. government required all airlines to collect basic passenger information and details of the passenger's housing facilities for the entirety of their stay for all international flights inbound to the United States.
Brief
Create a form to capture international passenger information. ​
Objective
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Define scope and gather requirements
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Organize and plan a Discovery team meeting
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Produce high-fidelity deliverables
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Apply UX methodologies and create a form to capture inbound artery details.
Competitor analysis
I performed a competitive analysis to gain an in-depth understanding of form hierarchy, visual design, responsiveness, iconography, and form functionality to dissolve in-house pain points along the way. The new form component was later adopted into Alaska's refined Design system that globally impacted design teams across the platform.
Discovery kick-off
Requirements & Exploration
My first initiative as Lead Product Designer was to organize an internal discovery meeting to gather as much understanding, insight, and feedback as possible to learn more about our current user flows; Booking, Desktop: info page, Check-in, Reservations, Mobile, email, and SMS.
Meeting goals & results
Identify all current guest touchpoints across Alaska's platform. Once identified, we were able to narrow down the most effective entry points for the upcoming contact tracing form.
Tools used
Mural
FigJam
To ensure policy guidelines were met and to minimize guest confusion during the introduction of the Contact Tracing Form, the decision was made to only reimagine new guest journeys for the booking, check-in, and view reservation guest paths, including mobile.
Determining the Scope of the Project
Essential features the product must have to satisfy stakeholder needs.
Workshop
Touchpoint discovery workshop
12 cross-team particapates
Implementing a new user experience
During the discovery meeting, I found it was crucial to include the Contact tracing Form within the "Checkin" flow, capturing last-minute guest entries to involve flight disruptions during departure.
Form Rules & Acceptance Criteria
1. The form included a 72-hour attestation for guest to confirm their submitted information. If the attestation was not completed before departure, the Guest was at a high risk of not being able to board their flight(s). I implemented two happy paths that led guests to the Contact Tracing Form to avoid guest conflict. Retaining customer loyalty and guest satisfaction.
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2. During ideation I discovered how time-consuming and redundant the form was compared to the information we already collected during the Booking path. Concerned that we may overwhelm our guests in our most profitable and engaged flow, the Booking path was rejected as a possible entry point for the Contact Tracing Form to avoid turnover. Since most of the passenger information was collected during the Booking path, I consulted with the engineering team to prepopulate the Contact Tracing Form with as many form fields as possible.
User Journey
Inserting the Contact Tracing Form in the Check-in flow to catch all guest before their departure to avoid delays in guest travel. Two guest scenarios; when the form is confirmed by the guest and when the form has not been confirmed by guest.
Sketches
UX Production
Lo-fi wireframing
​The below lo-fi wireframes illustrate guests in transit; guests who will remain in the United States for a short period of time, typically never leaving the airport. These guests were not required to add location information.
Ideation
User feedback post user-testing
The UX Research team and I used Usertesting.com to determine the form's usability and functionality. Improvements were made across teams and the final MVP was launched successfully to market.
Team Impact: Design system
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Thereafter, other teams began to adopt the UX/UI form concept I implemented into their workspaces.
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UI component became a reusable component in Alaska's redefined design system, solving zero space and infinite scrolling issues throughout Alaska's products.
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In addition to increasing guest viewpoints and discoverability, the form component's new functionality was a huge time saver for Designers and Engineers when employed in their workflows.
