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TravelBugg

There are countless travel apps that have been on the market for years, but traveling is very different now. TravelBugg is a new travel app designed to make traveling during Covid-19 worry-free.

Note: Images shown throughout may be too small to read: click here to view our original Google Slides report with links to our files.

Research Goals

  1. Discover highlights and pain points for travel both before and during the Covid-19 pandemic.

  2. Build personas and empathize to drive app design decisions. 

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Methods

This is a brand new app, so our team needed to start from scratch. We built a proto-persona before conducting a survey and user interviews, which we used to help empathize, create a user persona, an empathy map, and journey map.

  • Proto-Persona

  • tl;dr: young traveler with a tight budget in need of solo weekend getaways.

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  • Our survey respondents indicated a strong desire to get back into traveling with little fear around it; this was quite different from the responses we received in our one-on-one interviews.

  • Our survey returned results that showed our user base as spontaneous, eager, and unafraid.

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  • Some user interview notes (we conducted 5 in total).

  • Contrary to our survey results, our user interviews indicated a desire to travel but a sense of hesitancy; not so much with regards to the pandemic itself, but to the secondary ways it has effected travel, namely price increases and cancellations.

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  • Affinity Diagram

  •  We gained a lot of useful insight on the entire travel experience as well as the ways travel has changed during the Covid-19 pandemic.

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  • User Persona

  • tl;dr: Cassandra is a curious, adventurous wanderer with a travel bug. Covid-19 brought her traveling plans to a halt, and now she is eager to get back out as safely as possible.

TravelBugg.png

  • Empathy Map

  • tl;dr: Cassandra is antsy being home alone; she wants to get back out and meet new people; she wants to be safe and do the right thing; she is nervous about travel restrictions.

Empathy Map.jpg

  • User Journey Map

  • tl;dr: Cassandra is overwhelmed with the price fluctuations and increased border issues; TravelBugg's host of information and price transparency helps put her at ease.

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Key Findings

  • Main pain points for traveling during Covid-19 are elevated price points, borders opening and closing without warning, different rules regarding masking and vaccination in different locations, and keeping track of it all. 

  • Regarding travel apps, users want transparency through the whole process, and want the process of booking not to be overwhelming.

  • Onboarding process for the app is quick and simple.

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  • The flow for booking a hotel.

  • Prices include taxes and fees for transparency.

  • The hotel's Covid-19 practices are listed alongside additional details.

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  • Checkout flow is reduced to one page with a success page afterward. 

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Reflections

  • Because this was my first UX project ever, of course there are many things I would want to do differently in retrospect. However, I think it's important to see where I started out to fully appreciate how much I have learned. I think with this project though there are two very important things I would want to change.

  • To start, our survey was not rigorous enough. We used Instagram for our surveys which limited the kinds of questions we could create and thus the kind of responses we would receive. If I were able to redo it I would use a better platform, reach a wider audience, and ask better questions. 

  • I also don't think I would have created a proto-persona for this project. The proto-persona I created is based off assumption and ended up not being useful. In the future I would skip the proto-persona, research first, then persona-build afterward.

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