THE PROJECT

As part of the Velocity Frequent Flyer website migration we were tasked with redesigning the account page ‘My Velocity’ to enhance our Members experience. 

Incorporating Usabilla into the website allowed us to gain a lot of feedback on the old dashboard. This allowed us to concentrate on the most challenging parts of the dashboard and address a lot of the members pain points, especially incorporating more flight related actions. 

Whilst some of the components needed to stay as the old design pattern, we revisited the functionality and introduced new patterns to modernise the dashboard. 

We recognised that earning/redeeming Points and earning Status were two very different objectives hence we divided this content across the account page by introducing tabs. 

Whilst our time was focused on making sure that the Points and Status content was separated and easy to digest, we also introduced an Activity feed to best incapsulate the most recent transactions. Through previous user testing we knew that are members regularly login to look for the latest transactions to make sure the Points or Status value had come through to their account. 

The Outcome

After iterating on the dashboard with the Lead UX we came to the conclusion (backed by user testing) that switching the dashboard to a tabbed format worked well. This initial assumption was apparent as earning Points and earning Status are two very different objectives for the member. 

From our user testing we had a priority list of items that needed to be included for instance introducing the ‘Book a flight’ call outs, whether the member had an upcoming flight and aligning more relevant content as well as offers to the user. 

We launched the new dashboard to 20%, then 50% of our member base to see what feedback we could collect and iterate on if we needed too. Overall the consensus was that the dashboard was clearer to read, easier to see where transactions where at and easier to manage upcoming trips. 

We wanted to set some great foundations that would be future proof given we knew there would be multiple new features that would play a vital role on the dashboard.