SOP for service after order
Intersection of toB & toC In-trip transparency
What is group tour like on Ctrip?
Bundle transport, accommodations, tour guide and set schedule into a single package. A budget-friendly, hassle-free journey. Clients usually belong to the middle-age bracket and frequently make reservations for their parents.
An unregulated market
What you see is not necessarily what you get
Group tours always face issues such as arbitrary schedule changes and unplanned shopping stops, making it the itinerary that user bought online different from the itinerary they experienced.
PM’s Goal
“Since we’re the top dog in the group tour industry, lets create a set of SOPs to improve user experiences and regulate the market!”
Challenges
User end
In-trip services lack transparency, fully controlled by the guide.
Supplier end
Difficulty in monitoring guide activities.
*A guide may sign with multiple suppliers
Platform end
Service quality is unreliable, impacting revenue.
Goals overview
Design strategy
User end
Merge relevant in-trip information & actions in one module
Dynamic display based on scenarios
User end
Provide itinerary expectations during the trip.
Supplier end
Strong visual comparison between expected and actual routes.
Intuitive error correction.
PM‘s vision
Ultimate goal
Enhance platform control over in-trip services to standardize the experience.
Supplier end
Track the guide's actual route to help suppliers monitor guide behavior.
*A small GPS device will be given to the guide to track their actual route.
Supplier end
Status quo
Before this launch, order management systems can record user orders, including itineraries and hotel bookings, but lack features to display travel routes or verify if guides truly visited the listed attractions.
携程金牌导游团
共2人：成人2｜儿童0｜男1｜女1
行程进行中
已派导游，已发通知；
编号：P-10427346-九华山两日巴士往返自助游-20220910-S1
Definition for this feature
Track the guide's actual route to assist suppliers in monitoring guide behavior.
The supplier’s motive
Identify which attraction on which day is not matched.
Then they’ll contact the guide
Verify if the route browsing order is correct.
Actions and flows
Missed Attraction Notification
Tour Guide Check In Reminder
View photos uploaded by the tour guide during the itinerary
Assign tour guide
Send out paperwork
Missed Attraction Feedback
Incorrect Hotel Check-In Notification
End of Trip
Start of Trip
Before Trip
End of Daily Itinerary
Actions
Feedback
Process
Structure
Info & Status
Global Alarms
Detailed itinerary
Solution: A system that helps suppliers monitor guide behavior
Design approach
Strong visual comparison between expected and actual routes
Help suppliers quickly identify missed attractions.
When an attraction is missed, suppliers can check the guide’s location in the expected time period.by hover.
Intuitive error monitering
A feature pushed strongly by me and turned out to be extremely helpful
It’s only made possible by a deep understanding of how they engineered the feature. Ask me about it!
Iterations
As the page gained more functions, we combined the itinerary and date selection to consolidate actions and improve readability.
Final delivery
Project timeline
Goal
Feb 23 - Jul 23
Increase NPS and decrease quality cost/order
UX design
UI designer
PM
Frontend Engineer
Backend Engineer
Other Contributor
My role
x group tour
A service that includes transportation, hotel, a guide and a pre-arranged itinerary.
Typical user
Scenario
Chinese
40-55 years
Checking itinerary and instructions when/before touring with the group
User end
Status quo
At order page, user can check all the resources in the group tour package, including flight, hotel, iteanrry and guide. It’s frequently opened by user, with a frequency of 12.8 time/user.
Status
To do
Order Amount
Resource info
Booking info & others..
Group tour info
Tour guide
Provide itinerary expectations during the trip.
Design approach
Merge relevant in-trip information & actions in one module
Itinerary Expectations
Where to go next and how long it will take?
Trip Assistance
Find the guide / Find the driver
Travel Route
Where did we actually go and details of the itinerary over the past few days
客服
Order detail
消息助手
取消/退款
关联订单
Confirmed
In-trip Service
Location Photo
Guide arrived at 07:30
Please gather on time
View Today's Itinerary
Itinerary
Staff
David Wang
携程金牌导游
Steve Wang
携程金牌司机
Guide
Driver
订单总额
¥231,223.00
费用明细
Visiting: Jade Dragon Snow Mountain
Visit time: 12:00-12:55
Next Stop: Jade Dragon Snow Mountain
Travel: 30 mins Visit time: 12:00-12:55
Location Photo
Guide arrived at 07:30
Please gather on time
Dynamic display based on scenarios
Pre-trip Awareness
In-trip
Elevation
Post-trip Downgrade + Explanation
In-trip service
Iternery
In-trip service
Staff
The guide and driver have completed the service. For any questions, please contact customer support.
Iternery
The trip is too old to view the actual itinerary.
In-trip service
Final delivery
Published by major media
Impacts
NPS (In-trip)
Quality cost/order
8.1%
14.3%
less complaints!
Reflects
Get a confound experience on to B product really helps with understanding the limitations on the to C side. Like what can we achieve, and what’s the limitations, this reduces a lot of communication burdens.
Frequent communication with your engineers, helps you understand the limitations and how they do it, which can inspire your design decision and help your argument with feasibility.