Generating Income for Travel Employees

Generating Income for Travel Employees

Generating Income for Travel Employees

Generating Income for Travel Employees

Peek Pro is B2B platform helping travel operators manage their business. I designed a tipping experience to help travel operators increase employee income.

Peek Pro is B2B platform helping travel operators manage their business. I designed a tipping experience to help travel operators increase employee income.

Peek Pro is B2B platform helping travel operators manage their business. I designed a tipping experience to help travel operators increase employee income.

Peek Pro is B2B platform helping travel operators manage their business. I designed a tipping experience to help travel operators increase employee income.

Results

Double digit average tip

6 figures in tips collected in a year

Feature was patented

Contributions

0 to 1

Research

Prototyping

UI Design

Overview

As the pandemic unfolded, travel operators were struggling to stay afloat. Operators were finding it difficult to retain their workforce without raising wages. Through research, ideation, and testing—the product team and I launched a tipping feature directly benefiting employees and providing a financial boost for businesses.

Nuances and Travel Operators

Discussing tipping with travel operators revealed the subtleties. I found that when and how a is calculated is tip was important. When renting a bike, a tip will be given at service with the payment. However, for a NYC tour, the tip is given after the tour when payment was already provided. Additionally, operators were divided on calculating a tip based on an entire order or the travel experience itself.

Concepting

In the early phases, I explored various ways to collect a tip. The intention was to examine tapping vs signing on an user interface in the context of giving a tip as a customer. I tested some of these concepts with internal members, operators, travel employees, and a few passerby customers.

Designing for Context

Through testing, the ability to sign was highly favored. The physical act of signing had better aligned with a customer's mental model.

In addition, screen real estate posed an issue. Tipping on iPad was designed to be on 1 screen. While a 2-step flow was designed for iPhone since it had better ease of use.

Calculating a Tip

The tipping flow was designed to remain mostly the same if a tip was collected before or after an experience. However, operators were divided on how a tip should be calculated. On the backend, operators were provided the ability configure how a tip is calculated to fit their business. We altered the UI to reflect this to customers. If questions arose, operators felt comfortable enough to explain the tip calculation to their customers.

More Configurations

Tip amounts were made to be configurable to further help with calculating tips. Operators could adjust the preset amounts, display fixed/percentage amounts, or disable the custom tip option.

More detailed information about the process and execution of this project is available on request.

© Javier Jacome 2024

© Javier Jacome 2024

© Javier Jacome 2024