Summary

Project Goals

Kaya Responsible Travel offer programs in over 33 countries and 100’s of different programs. Each of those countries have complex requirements for accepting students as interns and volunteers. Onboarding and preparing customers to enter these countries was cumbersome for the customer and time-consuming for internal advisors, especially as the business grew.

I was tasked with developing an MVP to help ease the onboarding process, automate many of the steps and provide a seamless experience for the customer post sale and pre program.

My contributions

I was the only product designer on this project and was responsible for project planning, UX/UI designs and prototyping. I also designed a desktop homepage layout to accompany the onboarding app.

BACK TO CASE STUDIES
CLIENT

Kaya Volunteer

INDUSTRY

Travel & Education

PROJECT SCOPE
• UX/UI
• Prototyping
PROJECT LENGTH

1 Month

MY ROLE

Product Designer

Key Challenges

The challenges were how to minimize and automate many of the process steps performed by both the customer and the internal advisor when onboarding 100’s of participants to Kaya programs.

CREATE A SEAMLESS POST-SALE PROCESS

Post-program sign-up on the main website, Kaya wanted the process for preparing a participant for their program to be seamless instead of the 100’s of emails, telephone calls and sharing of documentation back and forth.

REDUCE INTERNAL STAFF OVERHEAD

Manually managing hundreds of participants strained advisors, raising costs and lowering service quality. Kaya aimed to automate processes, reducing staff needs while improving service and speed.

CENTRALISED DATA

Whilst data protection laws in the US aren’t quite as strict as GDPR and European data protection laws, some benefits can be created by centralising all participant data instead of sharing on email and through external cloud based services.

AUTOMATED TASKS & PROBLEM-SOLVING

Advisors mostly handle manual tasks like adding task lists, chasing deposits or forms, and resolving queries. We needed an in-app solution to streamline these processes.

Features

I introduced the following featured into the MVP app.

TASK SPECIFIC MESSAGING

Allowing the participant to ask questions about specific tasks and have that thread be recorded helped resolve problems quicker.

TASK AUTO NOTIFICATIONS

Pre-made tasks can have alerts applied to thjeir due date. For example 2 days before due date, on the date, and then every day after. Notifications are in app and also via email.

SIMPLIFIED TO-TO LISTS

Participant to-do lists sorted based on their importance and due date with a flagging system so the most urgent always at the top.

CENTRALISED DATA POINTS

All uploaded resources, files, and personal documentation is held on one secured server. Access provided to on-the-ground teams who can log in, view and download.

PRE-MADE PROGRAM LISTS

Advisors can pre-stack to-do items and assign them to various projects so that adding a participant to the onboarding tool is a quick and painfree process.

Website MVP

A flat MVP prototype of the homepage without interactions showing various sections and functions.