MakeMyTrip: 2013(C): Redesigning the Home Page

2017 ◽  
pp. 1-19
Author(s):  
Abhinandan Kumar Jain ◽  
Kaveri Misra
Keyword(s):  
User Experience ◽  
Home Page ◽  
Conference Room ◽  
Head Office ◽  
Customer Interaction

In mid-2013 Deepak Kumar, Chairman and Group CEO of MakeMyTrip (MMT), was headed to the Hindustan conference room of the company's head office in Gurgaon, India, for deciding the new homepage design. A day earlier, Ajay, Product Head, had shared the consolidated results of the trials of different options (see Exhibit 1 for the results of testing the options) with the homepage website redesign team, responsible for the entire project. The team consisted of the head of business (CBO), the Analytics Head, the user experience (UX)head, the Product Head and the Tech Head (CTO). Looking at the results, Deepak Kumar reflected that there were a lot of surprises in how the different options had performed. While the tracking tools in online businesses had a huge advantage over traditional businesses in that almost every customer interaction could be measured, there was still a lot of reading between the numbers that had to be done. Deepak was looking forward to a fruitful discussion to evaluate the options and finalise the new homepage design to be rolled out. As he opened the door to the conference room, he heard an excited chatter.

MakeMyTrip: 2013(A): Problem Definition for Redesigning the Home Page

2017 ◽  
pp. 1-14
Author(s):  
Abhinandan Kumar Jain ◽  
Kaveri Misra
Keyword(s):  
User Experience ◽  
Home Page ◽  
Problem Definition ◽  
Conference Room ◽  
Head Office

In early 2013, Mr. Deepak Kumar, Chairman and Group CEO of MakeMyTrip1 (MMT), summoned a meeting to discuss about redesigning the MMT Homepage2. It was a three-hour meeting at the Hindustan Conference Room at the company's head office in Gurgaon, India. Theis meeting was attended by key members of the homepage website redesign team comprising the CBO, Analytics head, User Experience (UX) head, Product head and the Tech head (CTO). As a pre-read for the meeting, Ajay Singh, Product Head, shared his findings3 that could help in defining the issues faced by visitors to the homepage of MMT.

Towards an Integrated Omni-Channel Strategy Framework for Improved Customer Interaction

2022 ◽  
pp. 409-427
Author(s):  
Mohana Shanmugam ◽  
Nazrita Ibrahim ◽  
Nor Zakiah Binti Gorment ◽  
Rajeshkumar Sugu ◽  
Tengku Nur Nabila Tengku Ahmad Dandarawi ◽  
...  
Keyword(s):  
User Experience ◽  
Descriptive Analysis ◽  
Customer Engagement ◽  
Key Factors ◽  
Multiple Channel ◽  
Channel Interaction ◽  
Customer Interaction ◽  
Channel Strategy ◽  
Online Platforms ◽  
Engagement Factors

Online platforms and multiple accesses are two of the necessary conveniences that consumers nowadays look for. A multiple channel strategy allows customer interaction from various angles but does not provide a flawless, coherent user experience. This chapter identifies key factors that drive a successful omni-channel platform and proposes a successful omni-channel strategy framework. A survey consisting of 21 items was administered to gain customers' perspectives on channels provided by a particular company. Descriptive analysis was performed to study the underlying issues faced by customers when making complaints, service request, and enquiries via the multi-channel interaction provided. Findings show that eight technological and four customer engagement factors contribute to a comprehensive omni-channel strategy framework for a deeper understanding on the significance of a flawless user platform.

scholarly journals Stakeholders’ experiences with the evidence aid website to support ‘real-time’ use of research evidence to inform decision-making in crisis zones: a user testing study

2019 ◽  
Vol 17 (1) ◽  
Author(s):  
Ahmad Firas Khalid ◽  
John N. Lavis ◽  
Fadi El-Jardali ◽  
Meredith Vanstone
Keyword(s):  
Decision Making ◽  
Search Engine ◽  
User Experience ◽  
Full Text ◽  
Research Evidence ◽  
Home Page ◽  
User Testing ◽  
Framework Analysis ◽  
Inform Decision Making ◽  
Use Of Research

Abstract Background Humanitarian action in crisis zones is fraught with many challenges, including lack of timely and accessible research evidence to inform decision-making about humanitarian interventions. Evidence websites have the potential to address this challenge. Evidence Aid is the only evidence website designed for crisis zones that focuses on providing research evidence in the form of systematic reviews. The objective of this study is to explore stakeholders’ views of Evidence Aid, contributing further to our understanding of the use of research evidence in decision-making in crisis zones. Methods We designed a qualitative user-testing study to collect interview data from stakeholders about their impressions of Evidence Aid. Eligible stakeholders included those with and without previous experience of Evidence Aid. All participants were either currently working or have worked within the last year in a crisis zone. Participants were asked to perform the same user experience-related tasks and answer questions about this experience and their knowledge needs. Data were analysed using a deductive framework analysis approach drawing on Morville’s seven facets of the user experience — findability, usability, usefulness, desirability, accessibility, credibility and value. Results A total of 31 interviews were completed with senior decision-makers (n = 8), advisors (n = 7), field managers (n = 7), analysts/researchers (n = 5) and healthcare providers (n = 4). Participant self-reported knowledge needs varied depending on their role. Overall, participants did not identify any ‘major’ problems (highest order) and identified only two ‘big’ problems (second highest order) with using the Evidence Aid website, namely the lack of a search engine on the home page and that some full-text articles linked to/from the site require a payment. Participants identified seven specific suggestions about how to improve Evidence Aid, many of which can also be applied to other evidence websites. Conclusions Stakeholders in crisis zones found Evidence Aid to be useful, accessible and credible. However, they experienced some problems with the lack of a search engine on the home page and the requirement for payment for some full-text articles linked to/from the site.

scholarly journals A mobile world made of functions

2017 ◽  
Vol 6 ◽  
Author(s):  
Haohong Wang
Keyword(s):  
User Experience ◽  
Business Models ◽  
Mobile Apps ◽  
Cloud Services ◽  
Full Potential ◽  
Information Control ◽  
Home Entertainment ◽  
Customer Interaction ◽  
User Data ◽  
The Moment

We are currently living in a world dominated by mobile apps and connected devices. State-of-the-art mobile phones and tablets use apps to organize knowledge and information, control devices, and/or complete transactions via local, web, and cloud services. However, users are challenged to select a suite of apps, from the millions available today, that is right for them. Apps are increasingly differentiated only by the user experience and a few specialized functions; therefore, many apps are needed in order to cover all of the services a specific user needs, and the user is often required to frequently switch between apps to achieve a specific goal. User experience is further limited by the inability of apps to effectively interoperate, since relevant user data are often wholly contained within the app. This limitation significantly undermines the continuous (function) flow across apps to achieve a desired goal. The result is a disjointed user experience requiring app switching and replicating data among apps. With these limitations in mind, it appears as if the current mobile experience is nearing its full potential but failing to leverage the full power of modern mobile devices. In this paper, we present a vision of the future where apps are no longer the dominant customer interaction in the mobile world. The alternative that we propose would “orchestrate” the mobile experience by using a “moment-first” model that would leverage machine learning and data mining to bridge a user's needs across app boundaries, matching context, and knowledge of the user with ideal services and interaction models between the user and device. In this way, apps would be employed at a function level, while the overall user experience would be optimized, by liberating user data outside of the app container and intelligently orchestrating the user experience, to fulfill the needs of the moment. We introduce the concept of a functional entry-point and apply the simple label “FUNN” to it (which was named “FUNC” in (Wang, 2014)). We further discuss how a number of learning models could be utilized in building this relationship between the user, FUNN, and context to enable search, recommendations and presentation of FUNNs through a multi-modal human–machine interface that would better fulfill users' needs. Two examples are showcased to demonstrate how this vision is being implemented in home entertainment and driving scenarios. In conclusion, we envision moving forward into a FUNN-based mobile world with a much more intelligent user experience model. This in turn would offer the opportunity for new relationships and business models between software developers, OS providers, and device manufacturers.

MakeMyTrip: 2013(B): Research Design for Redesigning the Home Page

2017 ◽  
pp. 1-16
Author(s):  
Abhinandan Kumar Jain ◽  
Kaveri Misra
Keyword(s):  
Research Design ◽  
User Experience ◽  
Home Page ◽  
Testing Methodology ◽  
Page Design

One week since the first meeting, Mr. Deepak Kumar, Chairman and Group CEO of MakeMyTrip (MMT), called a second meeting of the homepage website redesign team for redesigning the Home Page (see Exhibit 1 for the current Home Page)1. This team comprised of the CBO, Analytics Head, User Experience (UX) Head, Product Head and the Tech Head (CTO). The second meeting was called to discuss and finalise the options of the Home Page design to be tested, the criteria to be used for choosing the best option, and the testing methodology.

scholarly journals Novel Bluetooth-Enabled Tubeless Insulin Pump: A User Experience Design Approach for a Connected Digital Diabetes Management Platform

2018 ◽  
Vol 12 (6) ◽  
pp. 1132-1142 ◽  
Author(s):  
Sandhya S. Pillalamarri ◽  
Lauren M. Huyett ◽  
Aiman Abdel-Malek
Keyword(s):  
Product Development ◽  
Medical Device ◽  
User Experience ◽  
Diabetes Management ◽  
Home Page ◽  
Design Approach ◽  
Task Completion ◽  
User Experience Design ◽  
Management Platform ◽  
System Usability Scale

Background: Medical device technology is evolving at a rapid pace, with increasing patient expectations to use modern technologies for diabetes management. With the significant expansion of the use of wireless technology and complex, securely connected digital platforms in medical devices, end user needs and behaviors have become essential areas of focus. Methods: This article provides a detailed description of the user-centered design approach implemented in developing the Omnipod DASH™ Insulin Management System (Insulet Corp., Billerica, MA) Bluetooth®-enabled locked-down Android device handheld controller (Personal Diabetes Manager, PDM). Key methodologies used in the PDM design are described, including how the science of user experience (UX) was integrated into new agile product development. UX methods employed included heuristic evaluations of insulin pumps, iterative formative usability testing, information architecture studies, in-home ethnographic visits, participatory design activities, and interviews. Results: Over 343 users participated in UX research and testing. Key design choices informed by UX research included updating the layout of critical data on the PDM home page, providing access to requested contextual information while a bolus is in progress, and creating an easy-to-understand visual of a 24-hour basal program. Task completion rates for comprehending information on the PDM home page were 87% or greater. The System Usability Scale result for the design prior to limited market release was 84.4 ± 13.4 (out of 100; n = 37). Conclusions: The UX process described in this article can serve as a blueprint for medical device manufacturers seeking to enhance product development. Adopting UX research methodologies will help ensure that new diabetes devices are safe, easy-to-use, and meet the needs of users.

Who owns a personal home page?

2003 ◽  
Vol 62 (2) ◽  
pp. 121-129 ◽  
Author(s):  
Astrid Schütz ◽  
Franz Machilek
Keyword(s):  
Search Engine ◽  
Home Page ◽  
Sampling Strategies ◽  
Home Pages ◽  
Personal Home Pages ◽  
Age And Sex

Research on personal home pages is still rare. Many studies to date are exploratory, and the problem of drawing a sample that reflects the variety of existing home pages has not yet been solved. The present paper discusses sampling strategies and suggests a strategy based on the results retrieved by a search engine. This approach is used to draw a sample of 229 personal home pages that portray private identities. Findings on age and sex of the owners and elements characterizing the sites are reported.

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