Customer support was heavily required to assist users complete in-app tasks due to poor usability.
The average hotel industry personnel is not tech-savvy nor experienced in email marketing. The campaign creation flow needs to be simple and straight forward - even for general managers.
Lack of information hierarchy and inconsistency of verbiage created user confusions. It was also designed with Revinate old style guidelines that are not aligned with our current brand.
Old campaign creation flow
Invison was used for user testing, it allowed for the observation of how users complete critical tasks. The testing insights are collected to drive the following design iterations.
Set up email campaign details and build email contents.
Validate campaign details with hotel departments through campaign sharing.
Deliver the campaign to select audience segment and time.