Portfolio of Piyush Sinha

Portfolio of Piyush Sinha

Portfolio of Piyush Sinha, showing some of his work in UX Research, UX Design and Visual Design

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Piyush Sinha

April 20, 2019
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    10+ YEARS OF EXPERIENCE IN CREATING EXCEPTIONAL PRODUCT EXPERIENCES USER

    RESEARCH UX DESIGN WEB DEVELOPMENT VISUAL DESIGN
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    I’M QUITE EXPERIENCED AT MANAGING MULTIPLE LARGE PROJECTS MANAGING TEAMS

    WORKING ON PROJECTS ACROSS MULTIPLE COUNTRIES & CULTURES MENTORING TEAM MEMBERS
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    USER RESEARCH User Interviews Stakeholder Interviews Contextual Inquiry Diary Studies

    Competitive Analysis Journey Mapping Card Sorting Heuristic Evaluation Usability Testing Accessibility Testing Surveys Analytics Data Analysis UX DESIGN Design Sprints Workshops Sketching Information Architecture Wire-framing Interaction Design Prototyping VISUAL DESIGN Color Palettes Typography Grids Design Patterns Accessibility Design Systems WEB DEVELOPMENT HTML CSS JS Accessibility Pre-processors Build Task Runners MY TECHNICAL EXPERTISE
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    CASE STUDIES OF MY WORK CASE STUDY 1: Redesigning SimpleRelevance’s

    dashboard to increase engagement CASE STUDY 2: Identifying ways to increase awareness & adoption of Agoda in Saudi Arabia CASE STUDY 3 Increasing self-service engagement on Agoda’s web based extranet CASE STUDY 4 Solving a major main point for Agoda partners that we found through data
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    CASE STUDY Background SimpleRelevance provided a marketing technology platform for

    digital marketers. SimpleRelevance’s clients could launch completely personalized campaigns with just one single digital marketing campaign. SimpleRelevance’s proprietary technology would automatically personalize the campaign so that every customer would receive an individually unique and personalized communication that was tailored to their preferences. Redesigning SimpleRelevance’s dashboard to increase engagement The Challenge SimpleRelevance’s dashboard was not engaging our users. This meant lost up-selling opportunities. To increase revenue from up-selling, we first needed to drive up engagement on the dashboard. In addition to that, for new users, the on boarding flow was too confusing and needed to be simplified. We wanted to reduce the time that the sales team spent helping new clients onboard, and instead drive self- service so we could scale faster.
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    MY ROLE: User Research UX Design Visual Design MAIN STAKEHOLDERS

    CEO CTO Director of Business Dev PROCESS 1. Stakeholder interviews 2. Analytics review 3. User interviews 4. Design sprint I 5. User testing I 6. Design sprint II 7. User testing II 8. Visual design CASE STUDY Redesigning SimpleRelevance’s dashboard to increase engagement
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    Old Dashboard • Low user engagement • Confusing • Lost

    up-selling opportunities that could help increase revenue
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    New Dashboard • +20% user engagement • Lots of new

    up-selling opportunities to increase revenue
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    CASE STUDY Background Agoda is the leading online accomodation booking

    service in South East Asia. A part of Booking Holdings Group (formerly The Priceline Group), It is the sister company of Booking.com, Kayak, Priceline.com, OpenTable and RentalCars.com Identifying ways to increase awareness & adoption of Agoda in Saudi Arabia The Challenge From prior market research data that the team had looked at, we knew that there was a lot of money being spent on travel in Saudi Arabia. The product team at Agoda wanted to understand how we could be increasing awareness and adoption of Agoda among Saudis who were booking an accommodation for their upcoming trip.
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    MY ROLE: User Research MAIN STAKEHOLDERS Vice President, Product Vice

    President, Partner Services Regional Director Product Owner PROCESS 1. Stakeholder interviews 2. Analytics review 3. Desk research 4. Competitive analysis 5. User interviews 6. Usability testing CASE STUDY Identifying ways to increase awareness & adoption of Agoda in Saudi Arabia
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    Awareness of Agoda is low in Saudi Arabia. Word of

    mouth is extremely important to get people to even consider to use Agoda Level 5: User has used product consistently with positive experience and recommends it to others Social media influencers have a large impact. Regional influencers are engaging in product placement. Users try out apps that they see these influencers using.
 
 ✪ Recommendation: • Product placements with social media influencers. • Sharing initiatives that will spread Agoda name via word of mouth Level 1: User unaware of product Level 2: User exposed to paid advertising Level 3: User exposed to organic advertising and some paid advertising (social media influencers) Level 4: User has heard of and used the product ✪ Recommendation: Creating awareness through word of mouth about Agoda
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    Agoda needs to offer a local payment option Credit card

    penetration is low. Bank transfer is a popular option across Saudi Arabia. 
 
 ✪ Recommendation: Add additional electronic bank transfer payment option - Sadad
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    CASE STUDY Background Agoda is the leading online accomodation booking

    service in South East Asia. A part of Booking Holdings Group (formerly The Priceline Group), It is the sister company of Booking.com, Kayak, Priceline.com, OpenTable and RentalCars.com Apart from the customer facing product that is used to book accommodations. Agoda also builds partner facing products. YCS, Agoda’s extranet is one such product. The extranet allows Hotels to manage their content on Agoda, provide availability of their inventory and the rates at which they are selling them on Agoda. The extranet also allows them to run promotions, respond to guest reviews and collect payments for inventory sold through Agoda Increasing self-service engagement on Agoda’s web based extranet The Challenge YCS, Agoda’s extranet was designed as tool to help hotel partners work with Agoda’s systems. However, as features got added, the system has become immensely complex. With the high turnover rate of staff at hotels, Hotel staff would often be unfamiliar with Agoda’s extranet. They would totally rely on Agoda’s staff to take actions on their behalf. This wasn’t scalable. The product team decided to explore how we could increase self-service engagement on the extranet and reduce Agoda staff involvement in daily trivial management tasks on behalf of the hotels.
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    MY ROLE: User Research MAIN STAKEHOLDERS Vice President, Product Vice

    President, Partner Services Product Owner Developers Designers PROCESS 1. Stakeholder interviews 2. Analytics review 3. Competitor analysis 4. Survey 5. User interviews 6. Site visits 7. Design sprint I 8. User testing I 9. Design sprint II 10.User testing II CASE STUDY Increasing self-service engagement on Agoda’s web based extranet
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    What is a dashboard? A dashboard is a tool that

    displays metrics and key data points to monitor the health of a business at a glance
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    Old YCS Dashboard Many issues: • Inaccurate data • Broken

    functionality • Tedious to use • Data not available at a glance • Not actionable
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    The old dashboard was deprecated when calendar view of ‘Rates

    and Allotments’ was launched. It also became the default landing page instead of the dashboard
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    Objectives of the new YCS Dashboard • Provide at a

    glance information to hotel staff about their property • Let hotels staff be more self-reliant through self-service actions • Encourage hotels to take actions that drive more margin points • Simplify workflows by attempting to distill them down to 1 click actions
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    Site visits really highlighted the importance of the following •

    Hotels are managing their presence on multiple OTAs (usually 7 or more). • They have to perform the same actions across multiple OTAs. • Tedious workflows on an OTA extranet make them take action on that OTA last Key Research Insights Understand How is my hotel performing? How am I doing on my KPIs? Interpret Based on my current hotel performance, What do I need to do to get more bookings? Execute How do I take those action in YCS? We conducted a survey, site visits and iterative testing for this project
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    1 Click actions • Product team hypothesized that every relevant

    action can be distilled to 1 click flow • Interviews with sales staff at hotels revealed that many flows can indeed be made 1-Click, however certain flows for certain user types (experienced power users) needed to allow for more complex actions How do we make it as simple as possible to take those actions in YCS?
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    MVP • ‘Promos added’ test yielded a +4.93% (291K MPs)

    above the control • 1-click automation generated 13.8K channel discount activations in Q2 (11.9MM MPs) • 1-click automation also accounted for 3,025 new Auto Top-up activations in Q2 • Stress testing by adding a confirmation step showed flat test results
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    Introduction of this design that groups actions into 3 buckets

    is already showing 30% increase in actions taken over MVP
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    CASE STUDY Background Agoda is the leading online accomodation booking

    service in South East Asia. A part of Booking Holdings Group (formerly The Priceline Group), It is the sister company of Booking.com, Kayak, Priceline.com, OpenTable and RentalCars.com Agoda is a very heavily data driven company. They are always monitoring various metrics to measure the health of the business. If anomalies arise in the metrics that they track, they will investigate the data and perform follow up research to identify the root cause and resolve the issues. Solving a major main point for Agoda partners that we found through data The Challenge When the Agoda Partner Services team noticed an issue reoccurring in a consistent pattern in one of the markets, they turned to the research team to help them understand why the issue (each instance of which was costing the company a significant amount of money) was occurring and what product solutions we could potentially create to resolve it.
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    MY ROLE: User Research MAIN STAKEHOLDERS Vice President, Product Vice

    President, Partner Services Regional Director Product Owner PROCESS 1. Stakeholder interviews 2. Analytics review 3. Site visits (Local market) 4. Design sprint I (Local market) 5. User testing I (Local market) 6. Site visits (Foreign markets) 7. Design sprint II (Foreign markets) 8. User testing II (Foreign markets) CASE STUDY Solving a major main point for Agoda partners that we found through data
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    What is an Allotment Reject? An allotment reject arises when

    a customer makes a booking (ie: room allotment from the property is sold to the customer), but that booking is rejected by the property when the guest tries to check-in.
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    Why is it important that we prevent AR? An allotment

    reject: • Impacts customer loyalty • Creates friction between hotel & Agoda • Consumes CEG time • Costs the company money!
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    We went to hotels to understand the journey of a

    booking Sales Team Reservations Team Front Desk Front Office Extranet Channel Manager PMS OTA OTA Email
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    Sales Team Reservations Team Front Desk OTA Front Office Out

    of office At some properties they may be on call Front office is authorized to take on some of the tasks of the reservations team Front desk will escalate to front office team to verify or reach out to on call member from Sales / Reservations team Outside working hours. Access is a problem
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    After a few design sprints and validating the solutions with

    hotel staff, this was the final product we built to resolve the AR issue
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    Book Cover designed for a book written by the CEO

    as part of a marketing initiative for the company
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    RAN UX WORKSHOPS TO TRAIN AGODA'S VPs, DIRECTORS & PMs

    ON APPLYING DESIGN THINKING TO THE PRODUCT DEVELOPMENT PROCESS
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    LET’S BUILD GREAT THINGS TOGETHER! Thank you for looking at

    my portfolio! @ piyushsinha hello @ piyushsinha.com
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