Reframing a complex internal tool into a clearer destination experience.
TL;DR
Redesigned and rebuilt a destination management tool in PrimeReact to replace an outdated system. After user research, field visits, and testing multiple prototypes, we launched an MVP and iteratively improved the product based on feedback. The result is a responsive, GDPR-compliant tool that simplifies workflows, reduces manual work, and is built to scale.
COMPANY
Sunweb Group
DELIVERABLES
Responsive UI based on insights in PrimeReact
DURATION
6 months
ROLE
Sr.Product Designer
The existing tool needed to be replaced for several reasons. Its user experience was outdated and did not support employees in completing their tasks efficiently. The tool generated Excel files that had to be downloaded and printed, which created unnecessary manual work and did not support GDPR-compliant working practices. The onboarding process for new employees was also complicated and time-consuming. Important information was spread across several systems and locations, making it difficult for employees to find what they needed. As a result, the tool increased the risk of errors, required additional training and slowed down daily operations.
To understand how different people use the tool, we created a focus group with representatives from several disciplines. We also travelled to one of the destinations to observe the existing way of working. This helped us identify which information was truly relevant and how it should be presented in the new tool. Based on these insights, we designed several concepts. Each version was discussed with the focus group, allowing us to collect feedback and improve the design through multiple iterations. We then decided to launch a simplified first version as quickly as possible and continuously ask users for feedback. This was important because the tool had many edge cases that were easier to discover during real-life use than during the design phase. Once the main issues had been resolved, we gradually expanded the tool. We added more types of lists and new features, such as creating and managing zones, adding dashboards and providing other relevant information in one central place.
Field research at the airport
Prototype route and decision model
The result is a new tool that follows GDPR guidelines and is easy to use, scalable and responsive across different devices. Information is now available in one central place, reducing manual work and supporting employees in their daily tasks.
By using PrimeReact, the tool is also easier to maintain and develop in the future. Existing components can be adjusted, and new components or features can be added when needed.
Final destination tool screen
To understand and communicate the impact of the new tool, we shared a short survey with all users. The tool received an average rating of 4 out of 5, showing that users were generally satisfied with the result.
We also continued to monitor the employee Net Promoter Score, or eNPS. The feedback showed that users appreciated the time and effort invested in improving the tool. These insights helped us confirm that the solution had a positive impact, while also giving us useful input for future improvements.
Dylan Kors — Product UX Designer