Project Summary

Cable improves user experience, simplifies operations, and helps agents efficiently assist customers with hotel reservations over the phone.

Our main focuses by Q1 2025..

We are transitioning our travel agents from the long-used Phalanx system to a new and improved interface called Cable.

What's Cable?

Improved Usability

A modern design to make the system more intuitive for agents.

Increased Efficiency

Faster workflows to better serve customers during calls.

Enhanced Management Tools

Easy-to-use features for management.

The outdated interface is clunky and unintuitive, making tasks unnecessarily time-consuming.

Solution

Inefficient workflows force agents to take extra steps or find workarounds for simple tasks.

While experienced agents adapt, new hires struggle, leading to longer training periods.

These inefficiencies slow call resolution times and may impact revenue.

Problem

A modern, intuitive interface streamlines navigation, reducing steps and speeding up tasks.

Optimized workflows and automation minimize redundancy, improving call handling and reducing hold times.

Enhanced management tools provide better reporting, role control, and real-time performance tracking.

Persona

Solve Problems

Rebooking hotel room flow

Decision Tree Management

Refund model

3 features I redesigned and tested users.

Feature testing

Decision Tree Management Page V1

The decision tree is a feature for supervisors to manage and edit the categories related to call information. It helps travel agents select the category that best fits the phone calls they handle with customers.

This blue section is called decision tree where agents select the category that best describes the phone call.

Decision Tree management page is

where managers manage / update the information of this section (Decision Tree)

Design Then & Now

Below you can see the comparison between the old interface Phalanx and the new Cable design on the management Page

Phalanx Interface (old interface)

Quick search now included Search both request and Sub category

New Design Interface

New Design Interface

Now can see all sub category under requesr category

Now users can edit name and directions in the Editing modal.

Now Edited dirctions can be saved at once

This page is for managing request categories. Updating sub-categories will be handled on a separate page.

This page is for managing request categories. Updating sub-categories will be handled on a separate page, where users can only update info one at a time.

Users can only edit and save one direction one at the time.
This is the Biggest pain point Austin mentioned!

User Journey Map

User Persona: Support and Quality Manager

Name: Austin C.
Age: 45
Location: Daybreak, Utah
Occupation: Support and Quality Manager
Family: Married, father of three kids

Austin C. is the only user who is using the decision tree management page right now

-Creating a Subcategory

-Editing an Existing Category:

Key Tasks We Tested

-Creating a New Category

Now we are ready for Austin to test the new design prototype!

First

Second

Third

Fourth

Fifth

Actions

Stage

Thoughts and Feelings

Touch Point

Friction

Opportunities

Observes the interface

Looks around the interface

N/A

N/A

Adds New Category in Decision Tree

Create Category Button

N/A

N/A

Adds New Sub- Category in Decision Tree

Finds Edit button

Deletes a Category

Clicks on Sub-Category listed under the category he just added

Can't add the Sub-Category directly under the main category

Able to let the users to add Sub-Category just directly from there

Clicks on the pen icon

The success message is blocking part of the editing modal.

Make the success popup disappear within a second or find an alternative way to display it

Tries to go to edit to find delete button

It isn't clear that the archive icon was removing the category

Add a delete button or provide a filter to view archive items

Feeling Confident

Feeling Confident

Feeling Confused

A little frustrated

Feeling Confused

"I can't find the delete button "

"It will be cool if the popup only shows a few second "

"I imagine I select here to create a sub category"

Final Designs

This prototype demonstrates how a user can select a category, edit its name and directions, and save all changes at once. Additionally, the user can search for a category and choose a sub-category to archive as needed

How did I add value?

Redesigned the interface to make it easier for supervisors to edit categories and sub-categories, ensuring changes could be made quickly and with minimal steps.

Simplified Editing for Managers

Improved Success Popup Behavior

Enhanced Search-ability for Efficiency

Refined the success popup to prevent it from blocking critical actions, ensuring smooth task completion without interruptions during the editing process.

Enabled both categories and sub-categories to be searchable, allowing supervisors to locate and update specific items faster, especially when managing large datasets with over 20 pages of request categories.

Help saving users time

UX improvement from Phalanx to Cable

Editing Directions

Navigating between Pages

Searching Categories/ Sub Categories

Updating Subcategory names

Task

80% faster

Time Saved

How?!

Save 3-5 min (because users can bulk edit + Save)

50%-70% less effort

0-1 click (all in one module)

50% more efficient

1 combined search

Instant edits

Inline editable in same module

Metrics below

This saved me so much time- instead of dreading the update process, I can now do it all in one go

The new layout makes it super easy to see the full structure at once. No more guess or digging around

User feedback

Feature testing

Refund Modal

The Refund Model is used by finance team members to look up charges, gather cost reports, and manually submit refunds to customers.

Usability Test Summary

The Refund Model is an internal tool for finance team members to handle customer refunds, including reviewing charges, gathering reports, and manually submitting refunds.

I conducted a usability test with Jesus Valladolid, a chargeback specialist. He shared a few pain points:

• The search experience was cluttered with too many input fields.

• He preferred a simpler search by itinerary.

• Refunds had to be approved one by one, which slowed down the process.

• The UI felt outdated and lacked a clear visual hierarchy.

I redesigned the interface with a focus on clarity, speed, and modern UI patterns:

• Single itinerary search field to simplify the experience and allow more space for results.

• Calendar-based filter to easily track refund history by date.

• Status filter + bulk actions, enabling users to approve or unapprove multiple refunds at once.

• Updated visual hierarchy to help users navigate and act with more confidence.

Design Solution To address these issues

These updates streamline the workflow and save time for specialists like Jesus, while aligning the tool with our latest design standards.

Final Design

Location: Multiple cities

The rebooking flow will be used in multiple call centers across various locations in South America.

Feature testing

Rebooking Flow V1

Key Tasks We Tested

A split-screen layout that shows the hotel cancellation process alongside a map with recommended hotel options.

The rebooking flow is designed for in-house Tier 1 travel agents to assist customers in rebooking a hotel after they call to cancel their reservation. This flow enables agents to recommend alternative hotel options, helping to retain sales while also allowing agents to earn commissions.

Teir 1 agents. (Users)

Testing agents 2

User flow 1 testing

User flow 2 testing

sequential flow where the hotel cancellation is completed first, followed by recommendations for alternative hotel rooms

Result

However, they also value the ability to compare prices and explain the differences between the originally booked hotel and the one they are about to book.

Users love the map & pricing comparisons !

Based on their feedback, V2 testing will be updated accordingly!

The results from the user flow testing show that agents appreciate being able to see hotel rooms and prices on the map while speaking with customers.

Side note: Agents want these key details integrated into the interface so they can quickly provide information to customers without having to open multiple windows.