Peek Pro aids travel-centered businesses in enhancing their operations. I led the design of a membership infrastructure to maximize revenue and improve customer relations.
Rapid growth and opportunity
led with high fidelity iteration.
Peek was experiencing hypergrowth and aimed to sign their first enterprise-level travel businesses. I initially designed the memberships configuration, as per the scope.
Throughout the project, I discovered travel businesses were more interested in their customer's information to improve relations. I designed and prototyped a vision of customer profiles showing how travel businesses could connect with their customers. I pitched the idea and worked with my PM & engineering lead to bring the concept into fruition.
This case study is a concise overview. Additional details available upon request.
Explorations to
configure memberships.
During research we gathered requirements and learned about what was needed for travel businesses to handle memberships.
Tiering and value: Needing the ability to define a membership level.
Seasonality: Memberships should be able to function across seasons or specific times.
Abuse prevention: Creating limits to prevent customers from overusing their memberships.
Preserving profits: Enabling the ability that allows operators to set rules for a membership to work.
I explored ways this could be enabled. This meant deviating from current patterns and possibly increasing scope.
A predetermined scope
that prevented moving the needle forward.
Exploring the configuration of memberships was great. Though, it didn't get much traction. The team decided to continue using the same pattern of how configurations were done within the product. It was for good reason to not introduce new a pattern to users.
Creating opportunity
through insight and iteration.
From research, I learned about the insight of travel businesses looking forward to the customer data. I decided to go forward on my own to visualize this future by designing customer profiles. I dreamt big, pitched the idea, and got buy-in. I then worked with my PM to scope down this part of the project.
Customer profiles was not apart of the initial scope. Though, it's inclusion played a positive role in landing enterprise businesses and served current travel businesses using the product.
