After i joined Ets Development & Research team in 2016, i have observed that our teams needed to know about its users so we could create a better experience specific for them. 

So i tried to understand our users demographics by talking with customer service department managers and with our agents. While searching about our loyal customers, i interviewed with managers and business experts here in our company, to find out which customer types we want to have in the future. After i found out the demographics of the current and possible future users, i found 13 travelers that i could interview.

I conducted and executed one-on-one detailed user interviews about how people travel, what’s their motive and what drives them away.

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After creating personas and understood what do they think and how do they act to what, i created customer journey maps of user actions, points of needs and pain points.

In the process of the user tests, i came across with the concept of UVP and made a research about it. I realized that our products has so much things to give to the users, but we really did not know about that. So i prepared a presentation about what is a UVP; who uses it and how to create our own.

After the presentation i executed a workshop with the managers and the business experts to find our values and what do we want it to be. 

With the workshop we all thought about how could we serve better to our users and a discussion about this concept has begun.