Taxi Stockholm
Hotel booking assistant
Taxi Stockholm collaborates with various hotels and company receptions to facilitate quick and easy transport bookings for clients and staff. Previously, the process involved numerous phone calls, sticky notes, and spreadsheets, which were inefficient.
To address this, I visited hotels with Taxi Stockholms project leader to understand the current user journey and identify areas for improvement. After gathering feedback, I designed an enhanced user journey and created wireframe sketches for the new platform.
Throughout the process, I maintained close communication with the client and developers to refine our solution. Working in an agile manner allowed developers to begin setting up the structure and functions while I completed the user interface to align with Taxi Stockholm’s existing design guidelines.
Malin was easy to work with in both research and design, eager to learn more about both the customer needs and our business requirements. It was easy to iterate over the design with her resulting in a great product. The design Malin set is very well received by our customers.
The client selected several hotels for an initial pilot to test for bugs and user-friendliness. We quickly identified and resolved minor issues, receiving a fantastic response from test users. They were excited to replace their cluttered post-it notes with our new list function, allowing easy tracking of hotel visitor bookings. Additionally, the booking assistant significantly increased digital bookings, reducing calls to the call center, which was a key goal.
Arlanda booking system
Taxi Stockholm has a small team within their customer service department that manages bookings for trips to and from the two major airports. The booking system they utilized was outdated, slow, and plagued with bugs. To address shortcomings in the digital process, employees resorted to makeshift solutions, such as using an egg timer to remind them to book specific journeys.
I observed the entire process for a day, documenting each step and identifying areas for improvement in the system. Additionally, I interviewed several team members about their daily struggles.
We created a new tool to automate manual tasks and improve the user journey. The new system eliminated hours of copying and pasting information between interfaces, allowing data to transfer automatically into the end system. As a result, the team can focus on creating value and enhancing service for their customers.