Redeam Central UX
Overview
Redeam helps tourism companies sell tickets and grow their business. Redeam’s software is a service that provides seamless, automated passing of product and booking data between operators and distributors. For example, in order for Disney to sell tickets through Google, Groupon, or any other resellers, they need to sync their booking data to these platforms. Redeam’s technology acts like a two-way pipeline between the two, exchanging information like availability, inventory, schedules and pricing. This enables our clients like Disney to easily and efficiently do business with those third parties.
Some of Redeam’s customers are able to use our APIs exclusively, however, many customers do not have connective technology. That’s why we created Redeam Central- a platform Operators can use to manually enter that information. Redeam Central acts as a hub, sending Operator information to 3rd party distributors, instead of Operators needing to repeat this task with every distribution channel.
Role
Lead Product Designer, Redeam Inc.
January 2022 - Present
Our Users
Operators (for example, Disney employees) are the primary users of Redeam Central. They are the folks that keep tours and attractions running smoothly from an operations standpoint.
Operators have many responsibilities within their roles and ensuring ticket sales is only one of them. Our goal is to make this specific task as easy and efficient as possible.
The Problem at Hand
When I arrived at Redeam, parts of the platform had been designed and built, but it had not been launched. There were processes in place for users to create Products, Options, and Offers, however, users couldn’t edit or delete these entities.
A few of the entities that make up an Offer
Caption: The same product can exist in different offers. “Offers” are ultimately the ticket that is sold to customers
Editing and deleting things may sound simple in theory, however, in Redeam Central it was quite complex. With different entities depending on each other to exist, deleting one of them would have created a cascading effect.
For example, if a user removes the champagne toast from Offer 2 (above), then that offer can no longer exist, and neither can its inventory. Additionally, that offer could be associated with a rate card and a channel where it is sold, so if the Offer is deleted, the rate card would also have to be deleted (assuming that it’s the only offer on the rate card).
Another example could be Traveler Types. If the user were to delete the “Adult” traveler type, then all Offers available to Adults would be affected.
Without the ability to edit/remove parts of an offer or delete offers, users would need to find workarounds to have a successful workflow. Without the ability to manage and clean up their content, users would quickly amass irrelevant entities in their platform. My goal was to provide this functionality to meet their needs and industry standards.
The Solution
In order to solve for every scenario the user may face, I took time to sit with each scenario to create and map out each one, write up the consequences, identify missing UX & UI, as well as error messages.
My approach was to hold weekly meetings with the team’s Development Lead and the Product Owner to collaborate on these flows. From a technical standpoint, these people knew the most detail about what would happen in each hypothetical scenario. I worked with them using FigJam where it is easiest to collaborate and take notes.
A wide view of removal flows— see the interactive FigJam file below for more detail.
Prior to our meetings, I mapped out a draft of how things did or should flow, based on assumption. Then, when we met, we collaborated to make adjustments and add instructions for the development team. Outside of the meetings, I worked on missing UX/UI and wrote many detailed error messages. One of my goals was to communicate to users exactly what would happen in each of these scenarios, making them aware of the possible consequences.
An example of some error messages. See the interactive FigJam file below for more detail.
An example of a flow removing one entity. See the interactive FigJam file below for more detail.
An example of dev-specific notes in blue. See the interactive FigJam file below for more detail.
Examples of specific UI changes needed
Examples of specific UI changes needed
Outcomes
The development team was supported greatly as a result of mapping out these details. Having documentation in FigJam provided an easy way for them to follow every detail of the changes and additions needed. FigJam also provided a way to quickly comment if the developers had questions which helped with their workflow as well as the ability to scope their work efficiently.
Another positive outcome was the elevation of the product as a whole. In general, Redeam Central is valuable to users because it saves them time and effort. Rather than spending all their time entering information into multiple reseller platforms manually, they can accomplish the task on one platform. Overall, the basic functionality discussed in this case study was fundamental to supporting the goal of efficiency.