Visit.org Mobile App
UX Design

Long story short

Visit.org is the world's leading platform for social impact travel experiences. 100% of their host revenue is invested back into the local community, the best city in the world.

Their partner organizations are picked through a vetting process to ensure that revenue is truly reinvested in local communities. With each org visit, the user is able to make a tangible difference in communities around the world.

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Goal

  • Create a streamlined booking experience
  • Design a modern and easy to use interface
  • Create more awareness around sustainable tourism
  • Research

    We didn’t have a PM working on the project who could do full-scale research, so I took the initiative and created a quick sprint in order to learn more about the market, product, target audience and competition.

    Field Interviews

    I conducted 6 user interviews following the contextual inquiries and master-apprentice model, to study their trip planning process and what applications or tools they use for trip planning.

    I asked questions such as how they chose their travel destinations, their biggest obstacles to plan a trip, and their biggest concerns when traveling.

    All interviews were conducted informally and lasted 20+ minutes. I worked on the survey questions and took notes moments after it had ended.

    Key Insights

  • The users valued good and fast customer support.
  • They wished to control their budget better.
  • Most of them had never used the mobile app to book a trip.
  • None of them had ever heard about sustainable travel and were excited to learn more.
  • Simplified booking experience

    The very first task I decided to take on was a redesign of the booking experience as the lack of a streamlined booking process was a huge roadblock leading to a big user drop out. (Although the stakeholders didn't have exact statistics, but they have heard a lot about it from the users).

    The process of booking prior to the redesign involved calling or sending an email to Visit.org and waiting for the response from the organizations and Visit.org.

    Prototyping

    I used InVision to handle feedback, communication and make prototypes. Usually, I upload the latest version of the wireframes (and later on designs) and record voice-over videos to walk stakeholders through all the new changes and updates.

    We completed a few rounds of updates to ensure the wireframes included everything we needed, then moved on to designing the UI, which you can dive into in the next section.

    Usability Testing

    By watching our test users use and fumble through the product or even just imagining using it, I quickly identified areas, where the app is not simple or clear.

    I also made a commitment to make simplicity my top priority from day one and filtered every wireframe and piece of copy through the questions: Is it simple enough? Is there anything we could simplify further?

    I created an alternative version of our product, introduced it to different users and compared the results to see which of the screens perform better.

    Sign Up

    Sign Up flow is split into multiple steps, starting with creating an account. When we get the basic information about a new user, we offer them optional steps like selecting a place, a time and cause they want to support.

    App Experience














    Conclusion

    It was an amazing opportunity to work with Visit.org, I professionally learned a lot about connecting dots between business, design and development teams and also personally learned a lot about the process, cooperation and local businesses.

    I’d like to highlight two things from my experience that I believe have had the most impact on my ongoing career and creative process:

    The importance of research and strategy

    This project really captured my interest and I became very invested in learning more about the target audience than during previous projects. I gained a lot of experience related to the psychology of the user and their expectations from a product like this. Some of the methods/situations which I faced for the first time with Visit.org were pretty eye-opening, and I believe I can repurpose the knowledge I gained for upcoming projects.

    Don’t underestimate the business limitations

    In terms of production and development, I believe we optimized the process the best we could considering the circumstances and roadmap. On the other hand, I feel like we could have done more regarding marketing and communication to capitalize on the full potential of our network and the opportunities that showed up along the way. Better management and more planning just might do the trick next time.