Embedded Files
A simpler way to search, find, and open booking files in Smartpoint Cloud.
A simpler way to search, find, and open booking files in Smartpoint Cloud.
Role: Lead designer
Challenge
Challenge
The traditional way to find and retrieve a booking file in Smartpoint is via a “cryptic command” entry. The agent must learn, remember, and enter the correct command followed by the name they are looking for. The response is a long list of results, still in cryptic format. The user must then enter another command to retrieve the desired file.
The agent may also enter the same command, followed by the exact file locator code to retrieve the file. This may save time but does not allow for mistakes and will not show files with similar codes
This is far from ideal. The process is complex and outdated. Not only does it take time to search for and find the correct file, but it also requires learning an outdated system language.
Solution
Solution
The solution is obvious. A text field that allows the user to type and search by name or locator code to retrieve a list of files. This eliminates the need to learn the cryptic language and aligns the search process to modern search fields.
Key features and benefits
Key features and benefits
Simplified User Experience: A search field is recognizable to almost every user and its purpose is clear.
Improved Workflow Efficiency: The new search field allows users to search and retrieve files easier and quicker than previous methods.
Modernization of our tool: Introducing the search field in this graphical format aligns our tool with almost every other product on the market.
Results and feedback
Results and feedback
The usage of this search method has almost eliminated the use of the traditional cryptic search method.
As can be seen in detail below, based on user feedback some enhancements to the search form were made to allow for a more advanced search by introducing more fields. This would allow the search results to be narrowed down before searching.
Problem
Problem
Users of Smartpoint face a complex and outdated way to find and retrieve booking files. The current way is via cryptic command entries. This requires users to memorize and input specific codes or file locator details. This method is error-prone, time-consuming, and lacks flexibility. Even minor mistakes can prevent successful file retrieval or produce errors. The need for users to learn and use a complex system language adds to the inefficiency and frustration.
Proposed solution
Proposed solution
Introduce modern search forms that allow users to search by name or locator code. This solution has many benefits:
Streamlines and simplifies the process;
Reduces errors;
Eliminates the need for specialized knowledge of cryptic commands;
And improves usability and efficiency;
Modernizes our tool and aligns it more with recognizable design patterns across the industry and the wider online world. This reduces barriers to learning and improves accessibility.
Why do we need this?
Why do we need this?
A major challenge for Smartpoint users is the steep learning curve of the cryptic system language still used by veteran users to book travel. This language is highly complex and takes significant time to learn.
While Smartpoint has transitioned to a more user-friendly graphical interface, similar to Online Travel Agencies, one key area still lacks a modern alternative: searching for a customer’s booking file. Currently, users can only search using:
A cryptic command for a similar name search
The exact locator reference number
Both methods are difficult for new users and require knowledge of the old system language.
Updating this process with a graphical solution will modernize our tool, align it with familiar design patterns from across the industry, and make it more accessible and easier to learn for all users.
Who is this for?
Who is this for?
Booking file search will help users of all levels, but its primary target is novice agents.
Experienced agents have the skill and knowledge to perform a search without this new search form, but this should surpass what the old search can do.
Novice agents lack the knowledge needed to search for bookings cryptically and require training.
This search allows an "off-the-street" hire to search for a booking with minimal training. Increasing productivity.
Quick fix
Quick fix
The first solution was to introduce 2 search boxes:
One to search by name that would give the list of files based on that search;
And one to enter and retrieve the exact reference locator.
This moved us past the first issue of having only one complex way to perform a search.
Current design
Current design
While the quick fix helped us move past the problems created by the cryptic entry search, it created some problems of its own.
It was hard to find - users didn't realize it was there
It only allowed for a search by name or reference number, no other data could be entered into the fields
The result list was still in the cryptic format
When the file was found and retrieved the results were lost, so if a user opened the incorrect file, they had to perform another search
The next design solved these problems by:
Introducing additional fields to allow searching by location, date, and airline
A persistent graphical-based search results list, with additional information to allow users to identify the correct file
Moving the search into the same area as the other search functions of Smartpoint
Search form
Search results
Flow of opening a file from the search results. The results list persists on the left hand side so if the user opens the incorrect file there is no need to redo the search.
Current access
Current access
Accessing the search via 2 ways:
Users can access the search in the Snapshot "booking" menu. Clicking this will open the search form
The search form is also accessed via the search panel and dropdown. This is where all other searches currently are.
Enhanced access
Enhanced access
Smartpoint is currently undergoing enhancment to Snapshot, to form its primary navigation.
Once this is complete, the Booking file search will be even easier to access:
Click the Booking header
The side panel opens with 2 options
Start new file
Search for a file
This reduces the number of clicks to find the search.
Impact
Impact
By using telemtry we can see that use of this method of search has almost elimated the traditional search method
Users report an improvemnets to their workflow. This search reduces the time needed to find and open files. Users can spend less time searching for a file, and more time working on it
Reduction in errors related to booking searches
Lessons
Lessons
Better data - unfortunately, the API and therefore the data we get for our search results is still based upon our old system. This means that we were unable to build "smart" fields that could take multiple words and make a keyword search across mul;tiple datasets, much like a traditional Google search. This means our search form contains multiple fields as a work around to this problem. While our current soltuion is much better than what came before it, there is still room for improvement.
Next steps
Next steps
Introduce a search result filter. Allow users to narrow down the results list post-search
Improve our data source. We have better more reliable data available to us, we need a better way to access it.
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