2015 – Current
In three years, I led the design of Peek Professional from a single customer to the leading SaaS platform for tour and activity operators.
I co-developed product strategy to grow Peek Pro from an online booking widget to an ecosystem of B2B & B2C browser and iOS apps.
I did it with a small team of designers and product managers:
Tour and activity businesses are small businesses that are diverse and require vertical-specific solutions. My job as design director is to find common points that unite our operators and thread a solution to meet their needs.
No matter how big or small, all operators want to increase revenue by:
To increase revenue, operators need to sell more activities and accessories. At the same time, websites are becoming the primary way customers research and try to book activities. As such, we created multiple solutions to allow operators to capture more revenue.
For operators, we designed a modular booking widget to fit their business. Operators can embed the widget in three flavors:
Through competitive analysis, user researcher, and constant A/B testing we designed a booking flow maximized for conversion that incorporates:
The core use case of choosing date, time, tickets, and payment with add-ons, pickup locations, custom questions, and up-selling activities.
Operators also have walkups, so we designed native iPhone and iPad apps to capture walkups and sell accessories at the spot.
Peek Pro is designed to save operators money by integrating all aspects of the back-office into one platform. A sample of requirements:
Scheduling is the core of a tour and activity business. Operators need to schedule activities, assign employees, and review bookings. Since the scheduler has to do a lot of heavy lifting, it's critical for it be intuitive. So I designed the UX to be based on a familiar UI, Google Calendar.
My design philosophy for Peek Pro is to be opinionated about UX but allow a user to customize views. In the below example an operator can switch between two differing booking layouts on the same calendar.
Last but not least, Peek Pro is responsive.
Peek Pro has it's own logo lockup and icon based on the Peek brand.
We picked Source Sans since it’s a Humanist font with a lot of character that boosts its legibility. It works well in small sizes with visible differences between commonly confusable characters: 1, I, and l.
All sound design systems need pattern libraries to streamline communication with product and development.
A key role of a product designer is to define a product and its interactions. For complex business applications, it’s essential to design for user preference. Supporting user preference propels a product from a tool to a day-to-day solution as our reviews demonstrate.