Generating Income for Travel Employees

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

Problem

As the pandemic unfolded, travel operators were struggling to stay afloat. Operators were finding it difficult to retain their workforce without raising wages.

Results

Double digit average tip

6 figures in tips collected in a year

Feature was patented

Impact

Through experimentation and testing—a configurable and flexible tipping feature was designed. The physical act of signing had better aligned with a customer's mental model. A 2-step flow was designed for iPhone for better ease of use. Tipping on iPad was designed to be on 1 screen due it's larger screen real estate.

Insights

Discussing tipping with travel businesses revealed the subtleties. When and how a tip is calculated was important. A tip can be given at service with the payment or after the tour when payment was already provided. Additionally, operators were conflicted on calculating a tip based on an entire order or the travel experience itself.

Experimentation

In the early phases, I explored ways to collect a tip. The intention was to examine tapping vs signing when tipping as a paying customer. I tested some of these concepts with internal members, travel employees, and a few passerby customers to determine a direction.

Increasing Flexibility

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.

Tip Calculation

The tipping flow was designed to remain the same if a tip was collected before or after a payment. On the backend, operators were provided the ability configure how a tip is calculated to fit their business. We slightly altered the UI to reflect how a customer's tipping was being calculated.

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

CONTACT

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

CONTACT

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

CONTACT

Yours Truly

Aim for the stars

Yours Truly

Aim for the stars

Yours Truly

Aim for the stars