Mastercard - Customer Support Limousine Booking Website, APAC

In 2019, DragonPass was bidding for MasterCard's limousine & Meet & Greet projects for the Asia-Pacific region and won it. MasterCard hoped that its customer service team could use a new internal website to help call-in customers to book limousine service. I helped to finish this project.

My Role

I was responsible for the bidding design and won the project with the team. After we won the bid, I worked closely with the product manager (China) to confirm a series of functions. I was responsible for UX and UI work. At the same time, I was also assisting developers in web development work in terms of UI.

Goals

Let the Mastercard APAC customer service team help call on cardholders to register a DragonPass membership and book airport limousine service through the website.

Challenge

Due to the company's limited resources, I was the only UX & UI designer responsible for all work processes. In addition, I had to complete the designated functions of the project within a tight deadline, so I needed to allocate time well to ensure that I could finish it on time to proceed to development works and go online.

Main User

MasterCard Customer Service Team in Singapore.

Research

The primary function is to search for cardholders, help users register, book an airport limousine service, and create reports. In addition, I have conducted multiple website analyses to understand how to implement the back-end management system, such as Adobe, Microsoft, Behance, UOB, etc.

User Journey Map

Information Architecture

Sketch the Paper Wireframe

Design Process

Due to the limited timeline, I skipped the low-fidelity wireframe and directly used the paper wireframe as a reference to design the user interfaces. After I completed the design, I sent it to stakeholders and the customer support team for feedback and made the changes.

Use Mastercard Design Guidelines

Log In

If the customer service team forgot the password, they can reset the password on their own.

Search User

They can search users by email, phone, or credit card number. In addition, they can view the user’s personal information, edit it, view credit card numbers, order history, book courtesy cars, delete cards, reset passwords, and so on.

Order History

They can help users to modify order information, cancel orders, resend driver details, resend confirmation emails, and so on.

Book Limousine

They can help users to book a limousine.

Help Users To Register

They can help users to register for membership and obtain entitlements and vouchers.

Generate Report

They can generate reports in excel format for checking the registration rate and others.

What I Learned

• Research can bring in new insights and perspectives.
• I allocated time effectively to complete the project on time and with high quality.
• Some processes already have good examples and are widely used. Most users are already getting used to it. I can enhance it and leverage it to save time.