Local Connect
Easing the Trip planning process for Travelers
Easing the Trip planning process for Travelers
8 minutes read • 3 minutes if you scan
Jabalpur, India
Team
Rahul R Nadkarni 👋
Vedant Jagtap
Uday Tiwari
Swastik Bhowmik
Rahul R Nadkarni 👋
Vedant Jagtap
Uday Tiwari
Swastik Bhowmik
Rahul R Nadkarni 👋
Vedant Jagtap
Uday Tiwari
Swastik Bhowmik
My Role
Journey Map, Questionnaire, Interview, User flow, Customer Effort Score (CES), Information Architecture, Exponential Graph
Journey Map, Questionnaire, Interview, User flow, Customer Effort Score (CES), Information Architecture, Exponential Graph
Journey Map, Questionnaire, Interview, User flow, Customer Effort Score (CES), Information Architecture, Exponential Graph
Timeline
Aug 2024 - Oct 2024
Aug 2024 - Oct 2024
Aug 2024 - Oct 2024
Tools Used
The Why are we making this?
Build Trust & Credibility
Build Trust & Credibility
Ensure that the travelers can rely on the information provided about the place, and the person providing the information.
Ensure that the travelers can rely on the information provided about the place, and the person providing the information.
Easy Discovery & Matching
Easy Discovery & Matching
Easy Discovery & Matching
Ensure that the guides are easily discovered and targeted to the right travelers, which increases engagement and retention.
Ensure that the guides are easily discovered and targeted to the right travelers, which increases engagement and retention.
Build a Community
Build a Community
Build a Community
Ensure that the platform promotes communication at the forefront, through a mobile-first approach to promote on the go usage.
Ensure that the platform promotes communication at the forefront, through a mobile-first approach to promote on the go usage.
At a glance
Our platform serves as a bridge for travelers and native inhabitants of their destination, facilitating seamless interactions. This allows tourists to efficiently schedule their travels with assistance from the locals. This not only simplifies trip organization for them but also provides an opportunity for the locals to earn supplemental income.
Our platform serves as a bridge for travelers and native inhabitants of their destination, facilitating seamless interactions. This allows tourists to efficiently schedule their travels with assistance from the locals. This not only simplifies trip organization for them but also provides an opportunity for the locals to earn supplemental income.
Impact of the solution
2x Reduced Complexity
2x Reduced Complexity
Reduced complexity of the trip planning process.
Reduced complexity of the trip planning process.
3x Faster Planning
faster trip planning speeds compared to without guides.
faster trip planning speeds compared to without guides.
DISCOVER
Planning a trip to a friend’s hometown is relatively easier.
With a pair of case studies, one features a person journeying to an unfamiliar location, the other involves an individual visiting a friend's home city.
With a pair of case studies, one features a person journeying to an unfamiliar location, the other involves an individual visiting a friend's home city.
Fig 01. Journey Map of a user's Trip Planning Process to an Unfamiliar Location.
Fig 01. Journey Map of a user's Trip Planning Process to an Unfamiliar Location.
Fig 02. Journey Map of a user's Trip Planning Process to his Friend's Hometown.
Fig 02. Journey Map of a user's Trip Planning Process to his Friend's Hometown.
It became apparent that the journey management tends to be more fluid and swift when they plan a trip to their friend's location.
It became apparent that the journey management tends to be more fluid and swift when they plan a trip to their friend's location.
A considerable issue was a reliable source of data. Travellers were required to sift through multiple networks to discover accurate information about the places they visit, the communities they stay in, the food they consume, and to sketch out their journey itinerary.
Hence, coming back to the usual question,
A considerable issue was a reliable source of data. Travellers were required to sift through multiple networks to discover accurate information about the places they visit, the communities they stay in, the food they consume, and to sketch out their journey itinerary.
Hence, coming back to the usual question,
“Is there someone who already tried to solve this issue?”
“Is there someone who already tried to solve this issue?”
BACKGROUND
Yes... There’s Tripadvisor.
So, Tripadvisor aims at “Empowering travelers by providing them with the most comprehensive and reliable information to make informed decisions about their trips.”
In simple words, it is a travel website/app that allows users to review and rate hotels, restaurants, and attractions.
But, there was a loophole...
So, Tripadvisor aims at “Empowering travelers by providing them with the most comprehensive and reliable information to make informed decisions about their trips.”
In simple words, it is a travel website/app that allows users to review and rate hotels, restaurants, and attractions.
But, there was a loophole...
“Is it still completely reliable?”
“Is it still completely reliable?”
Not exactly... And here’s why
I discovered an instance where a Thai hotel initiated a lawsuit against a US client due to a negative critique. Remarkably, Tripadvisor cautioned the hotel by describing it as an “Unusual measure”.
We also unearthed many such individuals who were disappointed by Tripadvisor.
I discovered an instance where a Thai hotel initiated a lawsuit against a US client due to a negative critique. Remarkably, Tripadvisor cautioned the hotel by describing it as an “Unusual measure”.
We also unearthed many such individuals who were disappointed by Tripadvisor.
Here’s 3 key takeaways from this incident...
Here’s 3 key takeaways from this incident...
01
01
This discomfort between user and hotel happened due to unverified reviewers, which also allows anyone to do the same
This discomfort between user and hotel happened due to unverified reviewers, which also allows anyone to do the same
This discomfort between user and hotel happened due to unverified reviewers, which also allows anyone to do the same
The reviewers being scared of being sued for any unfavorable reviews, would refrain from posting any reviews
The reviewers being scared of being sued for any unfavorable reviews, would refrain from posting any reviews
The reviewers being scared of being sued for any unfavorable reviews, would refrain from posting any reviews
02
02
The user's who heavily depend on such reviews can't pu their faith in them anymore, since they can be fake flattery, and very less criticism
The user's who heavily depend on such reviews can't pu their faith in them anymore, since they can be fake flattery, and very less criticism
The user's who heavily depend on such reviews can't pu their faith in them anymore, since they can be fake flattery, and very less criticism
03
03
USER INSIGHT
Now let's talk to actual people
I found the general estimate of the travel pattern in India. An estimate of 2 Billion trips were made by the Indian population, both domestic and international included in the year 2023.
I found the general estimate of the travel pattern in India. An estimate of 2 Billion trips were made by the Indian population, both domestic and international included in the year 2023.
GENERAL INDIAN TRAVELER
1 Week
Average trip duration
2-3 Trips
Average per year
I found 30 users who fits this description of a General Indian traveler, and assessed their surveys.
I dug a little deeper, talked to a few people and gained a better understanding of the complexities faced by travelers while planning a trip.
I found 30 users who fits this description of a General Indian traveler, and assessed their surveys.
I dug a little deeper, talked to a few people and gained a better understanding of the complexities faced by travelers while planning a trip.
97%
Users rely on Google Maps for most of the planning.
Users rely on Google Maps for most of the planning.
10%
Users rely on Tripadvisor, who tries to solve this issue.
Users rely on Tripadvisor, who tries to solve this issue.
PAINPOINT
PAINPOINT
50%
Users still find it difficult to make decisions with the information.
Users find it difficult to make decision with the information.
Users still find it difficult to make decisions with the information.
67%
Users rely on users’ reviews and ratings to make decisions.
Users rely on users’ reviews and ratings to make decisions.
I also figured out that the interviewees believed that food, lodging and safety are the major aspects that they look for while traveling and found it challenging to find the most relevant information about it.
So based on the results, we concluded that...
I also figured out that the interviewees believed that food, lodging and safety are the major aspects that they look for while traveling and found it challenging to find the most relevant information about it.
So based on the results, we concluded that...
“The travelers heavily rely on the experiences of other travelers to make decisions for themselves”
“The travelers heavily rely on the experiences of other travelers to make decisions for themselves”
“The travelers heavily rely on the experiences of other travelers to make decisions for themselves”
This made us ask...
This made us ask...
Why would the travelers share their experience?
I again talked to a few people to understand why would they share their experience. Trying to answer this question made us realize that we were headed in the wrong direction.
I figured out that these people although could share insights and help other travelers to the places they visited, they could guide them the best in the place that they originate from.
After interviewing 6 people I found out that,
I again talked to a few people to understand why would they share their experience. Trying to answer this question made us realize that we were headed in the wrong direction.
I figured out that these people although could share insights and help other travelers to the places they visited, they could guide them the best in the place that they originate from.
After interviewing 6 people I found out that,
83%
Suggested that a platform to connect them with potential users would make it easier to provide information.
Interviewees suggested that a platform to connect them with potential users would make it
easier to provide information.
PAINPOINT
PAINPOINT
67%
Believe that they might have issues committing their time for the service.
Believe that they might have issues committing their time for the service.
50%
Expected a monetary compensation in turn for their time and experience.
Expected a monetary compensation in turn for their time and experience.
HYPOTHESIS
A platform for the users to find and interact with the guides based on the location helps user ask questions and interact with the guides to make informed decisions
A platform for the users to find and interact with the guides based on the location helps user ask questions and interact with the guides to make informed decisions
A platform for the users to find and interact with the guides based on the location helps user ask questions and interact with the guides to make informed decisions
An incentive model for the guides to encourage their participation to help the travelers
An incentive model for the guides to encourage their participation to help the travelers
An incentive model for the guides to encourage their participation to help the travelers
How might we…
How might we…
provide travelers with accurate information about a location ensuring they receive personalized insights that address their specific queries?
provide travelers with accurate information about a location ensuring they receive personalized insights that address their specific queries?
EXPLORATION
A fit for all
1. Directing travelers to the guides
When I thought of a platform for interaction, the first thing that came to my mind was a “chat interface”. But, we discovered that it might not be the primary action a traveler focuses on.
When I thought of a platform for interaction, the first thing that came to my mind was a “chat interface”. But, we discovered that it might not be the primary action a traveler focuses on.
Challenges
1. The information shown must be relevant to the users but also advertise the guides, which might make the interface complex for the travelers.
2. The guides won’t be discovered by the travelers if they aren’t displayed to the travelers.
Challenges
1. The information shown must be relevant to the users but also advertise the guides, which might make the interface complex for the travelers.
2. The guides won’t be discovered by the travelers if they aren’t displayed to the travelers.
Based on which the following was ideated.
Based on which the following was ideated.
Explore page
The travelers are initially flooded with random location which are most popularly considered trip destinations at that time. They can also apply filters for customization. It mainly contains cards which shows images of the location, ratings of the verified guides, distance from them and number of guides in that place.
Customer Effort Score(CES) - 8.67
Very Uncomfortable
Very Comfortable
Guides page
I allotted a separate page for guides to show the priority of the action to the users. The users can again find guides based on locations through search or through states based filters. Based on which the guides are then displayed accordingly.
Customer Effort Score(CES) - 8
Very Uncomfortable
Very Comfortable
Explore page
The travelers are initially flooded with random location which are most popularly considered trip destinations at that time. They can also apply filters for customization. It mainly contains cards which shows images of the location, ratings of the verified guides, distance from them and number of guides in that place.
Customer Effort Score(CES) - 8.67
Very Uncomfortable
Very Comfortable
I allotted a separate page for guides to show the priority of the action to the users. The users can again find guides based on locations through search or through states based filters. Based on which the guides are then displayed accordingly.
Guides page
Customer Effort Score(CES) - 8
Very Uncomfortable
Very Comfortable
Personalize
2. Customizing the feed according to their preference
Time filter: The travelers could pick the exact dates with a buffer in the duration or pick based on seasons, since there are common travel patterns seen in India for different seasons.
Time filter: The travelers could pick the exact dates with a buffer in the duration or pick based on seasons, since there are common travel patterns seen in India for different seasons.
Customer Effort Score(CES) - 9.1
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 9.1
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 9.1
Very Uncomfortable
Very Comfortable
Location Filters: The users can either search the locations manually or check out the states based filter. Additionally, specifically for the road travelers, we made a radius based filters, which will helps users plan trip around their location.
Location Filters: The users can either search the locations manually or check out the states based filter. Additionally, specifically for the road travelers, we made a radius based filters, which will helps users plan trip around their location.
Customer Effort Score(CES) - 8.83
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 8.83
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 8.83
Very Uncomfortable
Very Comfortable
Legitimacy
3. Making travelers rely on the information
During our research, and interviews, I figured that a majority of the travelers rely on people’s reviews and experiences to make informed decisions in their planning process. So, we made sure that the guides are verified by a proper way of testing before making them a guide, and they will be the only ones who can review places.
During our research, and interviews, I figured that a majority of the travelers rely on people’s reviews and experiences to make informed decisions in their planning process. So, we made sure that the guides are verified by a proper way of testing before making them a guide, and they will be the only ones who can review places.
I made sure that the guides go through an AI quiz model, which will consist of 40 questions, out of which 10 will be asked to the guides. The purpose of this quiz is to assess the way the guide will interact with the users, rather than their knowledge about the place. The there is a page which requires them to upload their documents to verify the location.
These guides are marked verified for the users to trust them. They are the only ones who can review places in their residing area.
I made sure that the guides go through an AI quiz model, which will consist of 40 questions, out of which 10 will be asked to the guides. The purpose of this quiz is to assess the way the guide will interact with the users, rather than their knowledge about the place. The there is a page which requires them to upload their documents to verify the location.
These guides are marked verified for the users to trust them. They are the only ones who can review places in their residing area.
For the guides
4. Directing travelers to the guides
One of the most important and challenging part was to ensure that there are guides to help out the travelers. This was ensured by a ranking model. The more the guides rank up, the more they make.
One of the most important and challenging part was to ensure that there are guides to help out the travelers. This was ensured by a ranking model. The more the guides rank up, the more they make.
Ranking
So, I made a ranking based system with bronze, silver, gold and platinum, where the higher the guides rank, the more they get to earn. I tried to keep it similar to a game leveling up, so that it could be more appealing to all kinds of users.
Customer Effort Score(CES) - 7.8
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 7.8
Very Uncomfortable
Very Comfortable
Ouiz page
I also included a quiz page, which would not only help them rank higher, but also help them learn new facts about their own place which might help them guide the users better.
Now, these guides can also challenge us that the information provided in the quiz is wrong if they believe they know better, so we can verify it and improve.
Customer Effort Score(CES) - 8.33
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 8.33
Very Uncomfortable
Very Comfortable
Chat page
But the one thing contributing to majority of their leveling up is the number of travelers they guided, and who were satisfied by the service they were provided.
Customer Effort Score(CES) - 8.83
Very Uncomfortable
Very Comfortable
Customer Effort Score(CES) - 8.83
Very Uncomfortable
Very Comfortable
But, I figured it would be hard to calculate and increment their ranks/levels. So, I created a single currency called XP or Experience Point, just like in the games. The guides try to collect as many XPs to increase their levels which in turn helps them earn more.
But, I figured it would be hard to calculate and increment their ranks/levels. So, I created a single currency called XP or Experience Point, just like in the games. The guides try to collect as many XPs to increase their levels which in turn helps them earn more.
So, I made a ranking based system with bronze, silver, gold and platinum, where the higher the guides rank, the more they get to earn. I tried to keep it similar to a game leveling up, so that it could be more appealing to all kinds of users.
Ranking
Customer Effort Score(CES) - 7.8
Very Uncomfortable
Very Comfortable
I also included a quiz page, which would not only help them rank higher, but also help them learn new facts about their own place which might help them guide the users better.
Now, these guides can also challenge us that the information provided in the quiz is wrong if they believe they know better, so we can verify it and improve.
Quiz page
Customer Effort Score(CES) - 8.33
Very Uncomfortable
Very Comfortable
But the one thing contributing to majority of their leveling up is the number of travelers they guided, and who were satisfied by the service they were provided.
Chats page
Customer Effort Score(CES) - 8.83
Very Uncomfortable
Very Comfortable
All Other Screens
These were the other screens that I made that i missed out…
These were the other screens that I made that i missed out…
Information Architecture - Travelers
Information Architecture - Guides
THE RESULT
1. The final figures
Since the product still isn’t published for use, there was no scope of public testing yet. However, we conducted usability testing on the same 30 travelers and the 6 guides.
Here’s a summary of our usability testing.
Since the product still isn’t published for use, there was no scope of public testing yet. However, we conducted usability testing on the same 30 travelers and the 6 guides.
Here’s a summary of our usability testing.
1. Improvement in the process of planning
1. Improvement in the process of planning
The complexity in the planning process reduced significantly by 2 times, from deciding the location, to planning the itinerary, to finding safe and affordable localities for stay, or even finding authentic food and experiences.
Although the insights given were Qualitative, the data was quantified by assigning scores. Hence there could be some room for error, but not to a significant extent.
The complexity in the planning process reduced significantly by 2 times, from deciding the location, to planning the itinerary, to finding safe and affordable localities for stay, or even finding authentic food and experiences.
Although the insights given were Qualitative, the data was quantified by assigning scores. Hence there could be some room for error, but not to a significant extent.
2. Reduced steps of verification process
Fig 01. Exponential Graph of trip planning process.
The trip planning process took significantly lesser time by about 3 times since the users didn’t have to jump between different platforms for planning, confirming and verifying data.
2. Reduced steps of verification process
The trip planning process took significantly lesser time by about 3 times since the users didn’t have to jump between different platforms for planning, confirming and verifying data.
Fig 01. Exponential Graph of trip planning process.
2. Further steps
We are now to figure out the monetary aspect of the solution. Like,
We are now to figure out the monetary aspect of the solution. Like,
1
We need to figure out the exact amount that the guides get as a compensation for guiding the travelers.
We need to figure out the exact amount that the guides get as a compensation for guiding the travelers.
2
The users may have a subscription plan through which they can access major features.
The users may have a subscription plan through which they can access major features.
3
And, finally implementation. The jury identified our solution to have an international application. Hence it can initially start out in our residential location and then slowly expanding it nationally, and finally internationally.
And, finally implementation. The jury identified our solution to have an international application. Hence it can initially start out in our residential location and then slowly expanding it nationally, and finally internationally.
3. What I learned
I am extremely grateful for the team I had for making this design process a wonderful learning experience. Here’s a few things I learned along the process.
I am extremely grateful for the team I had for making this design process a wonderful learning experience. Here’s a few things I learned along the process.
1
“Sometimes the solutions may seem too obvious, but might not always be the best way to solve it.”
Initially, we thought of finding travelers who have visited a given location and make them help other travelers planning their trips. But, the more we dug deeper we realized that local guides are more suitable.
“Sometimes the solutions may seem too obvious, but might not always be the best way to solve it.”
Initially, we thought of finding travelers who have visited a given location and make them help other travelers planning their trips. But, the more we dug deeper we realized that local guides are more suitable.
2
“Empathizing with the users are always the best way of understanding the problem.”
We talked to a lot of people, we had questionnaires and interviews. I must admit that the amount of data we collected from the these were much more significant and valuable than the data that we ever got from the research.
“Empathizing with the users are always the best way of understanding the problem.”
We talked to a lot of people, we had questionnaires and interviews. I must admit that the amount of data we collected from the these were much more significant and valuable than the data that we ever got from the research.
Other project
Other project
Auli
AAC Interface
Making Communication easy for Non-Verbal Kids with ASD*
Kids with Disability
Aug - Nov 2024
Auli
AAC Interface
Making Communication easy for Non-Verbal Kids with ASD*
Kids with Disability
Aug - Nov 2024
© 2024 Rahul R Nadkarni. All rights reserved
© 2024 Rahul R Nadkarni. All rights reserved
© 2024 Rahul R Nadkarni. All rights reserved