Team - Agoda engineering
Platform - Web
Role - UX designer with 1 product owner, 4-5 software engineers, 1 front-end engineer
Duration - 12 months - Ongoing

What are we trying to solve?

Working with the devops to establish design processes and build an intuitive products for all engineers in Agoda.

The few main things i will talk about here will be main contributions by me. In this page we will focus on

• IA on landing page

• Creating a service

• Developer on-boarding

• Quick way to navigate

The topic below will be talked about as a whole seperate project.

• Private cloud deployment

• Establishing a UX metric to track usability overtime

• Pushing for improving product user analytics

What did we do?

When i joined, the developer portal was starting to undergo some major changes and I took over ownership. A rough road map from the team has already been set out to tackle fragmented experiences throughout the platform.

Our process here includes

• Understanding the domain/User interviews

• Heuristic evaluation

• Prioritisation and alignment

• Pragmatic solutioning

Understanding the domain

As a product designer, I seek to understand developers' work processes and sought insights from experts to better understand challenges they face.

Main findings

• Users flow was not intuitive

• Users had issues finding what they needed

• Creating a service to deploy was extremely painful with many bottlenecks

• It was very difficult to understand what internal engineering terms like Cspider/KOrca

Heuristic evaluation

Solutioning

Not everything identified was solvable by design hence the final results was a combination of design + tech changes. I’m going to highlight some of the areas that design helped with.

Success and outcome

• As the service creation flow was improved by both design and tech we successfully reduced the average time to create a service in the company from 1-2 days -> 6m 8s on average (366 sessions)

• Over a full year design pushed for and improved the system usability scale (SUS) score for the platform from
  22Q4 - 61.9
  23Q2 - 63.375
  23Q4 - 68.825

Reflections

It was very fulfilling and challenging working on a new domain area. Some areas i think that had more area for growth and improvement

• Introducing a UI framework for multiple teams to collaborate without relying solely on the designer.

• Condensing ideas and findings into more digestible formats to reduce the resources needed for fixes.