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Expedia Group

Chatbot Design: Payments

Conversation design experiences for Expedia's Virtual Assistant Chatbot that enabled users to make payment for hotel and flight exchanges, check on loyalty rewards, and take action on airline schedule changes.  

Payments via virtual agent chatbot


Enable users to confidently and quickly make payments. User experience should be responsive and provide feedback, guiding the user on the next action they should take to complete payment submission. Experience designed to work both on desktop and mobile.


— Designed chat user experience and interaction model to payments collection.

— Design thinking contributions to product roadmap for project phases.

— Identified use cases for both customer self-service and calls handled by contact center agents.

— Creation of design spec and flow diagram. Identification of payment errors and success responses.

— Product managers provided field requirements and business case policies.
— Worked with developers on interaction and field behavior and content strategist on text strings.
— Integrated feedback and guidance from user experience researchers on test script and user considerations. 

— Conducted usability testing in Lisbon, Portugal on 10+ participants (call center agents represented different languages:  English, German, France, Russian, Italian, Finnish, Spanish for international locale considerations.) with an interactive prototype that tested the old payment form approach with the updated version. Collected user feedback on value and usage of different payment methods. Results influenced roadmap of feature prioritization.

Payment for Hotel Change - Phase 1


Chatbot Payments - Northstar



— Conducted research on how different companies collect payments and what users liked and disliked when paying online and in person.

— Evaluated payment collection on Expedia's multiple brand sites and partnered with payments designer on booking path to get feedback.
— Informed working and partner teams on best practices in form-field design for both mobile and desktop and considerations for international markets.
— Identified design goals and guiding principles to determine interaction affordances (usage of text field over drop-downs to reduce mode switching) for team to align to. 

— Worked with product management, content strategist, developer/engineers in global customer operations.

— Cross-group collaboration with the the finance, payments, and ordering management teams for understanding backend considerations.
— Evangelized usage of design pattern to other designers working on customers intents (Change Lodging and Change Flight) that involved making payments.

For each use case, task flow diagrams were created to ensure no dead-ends and ensured alignment between design, product, and engineering on shared vision of the user experience.  


Enabling customer service agent to process phone call payments via Virtual Agent Chatbot.


Conducted on-site 1:1 moderated usability session testing and focus group card sorts in Lisbon, Portugal

Each call center agents represented a different country locale and languages: English, German, France, Russian, Finnish, Spanish. Captured cultural norms and attitudinal expectations. 


Study conducted with the 10 call center agents who represented different languages and cultures: 



— Designs contributed to meeting the goal to enable customers to self-service 80% of travel post-booking intents.
— The payment card is included in the platform SDK for both internal and external brand partner to use.
— Customer and agent feedback has been positive. 
— Study results were used in Senior Leadership Readout deck as top 3 customer insight findings for the quarter. 

View Prototype  (password: usability)

Scalable Payment Widget

Airline schedule change was one of the many use cases that the payment widget was used.

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