Category Archives: UX

How I Bring Home the Bacon

Today I’m linking up with Growing up Geeky for Toddle Along Tuesday. This weeks topic: occupation. I wrote a post the other day about how I feel about being a full time working mommy, now here is what I actually do!

I haven’t participated in a while but I thought this was a good one to jump back in for. How do I bring home the bacon aka What do I do for work? That is a good question! I’m sure some of my family members aren’t even sure exactly what I do. Do I know exactly what I do? Somedays the answer might be no!

Officially I am a User Experience Designer for a large travel company (think talking gnome and you will figure out where I work – any guesses?).What does that mean? I work on the travel website and help develop new features, as well as refine existing ones. I work on the experience the user will have while on the site; the information design, the visual design and the interaction while using the site to book travel. Still unsure? Pretty much when you use a website, someone in my role would be responsible for the information layout, the visual design of that information, how you can interact (click, move, select, view) with the content and the steps you take to complete your task (purchase).

So in short, I’m a website designer, that has involved into a UX (User Experience) Designer now. Now that I have labeled myself a designer or artist, people would think that I’m artistic and designer-y… Well, honestly, I’m not! I am lucky I can draw stick figures with Lennox! I can solve a problem for a website, and work within brand guidelines, but I don’t see myself as an artist or designer type — outside of websites and brand at least! Lennox and I will have something in common as she is learning to draw — I hope she will be able to draw better than her mommy and daddy!!

A few fun things about my job — travel benefits and fun places I get sent! We personally used our great discount at disney and headed to disney before Lennox was a twinkle in our eye – can you say cheap hotels ($45/night and free disney pass!)

I have been sent some fun places as well. We have had marketing meetings in Las Vegas & Denver.

I also traveled to the Buenos Aires office earlier this year:

I have been lucky enough to WIN two trips! One was our San Francisco trip during spring 2011 and the other was the Carnival Cruise this past october for our anniversary!

Besides meetings and winning trips, I have had the pleasure of going to SXSWi (Interactive Conference in Austin) two years (2010 & 2011). So all in all, I have a fun job with some great benefits (other than travel – I get almost 6 weeks of time off)!

 

 

Twitter, What is it Good For…?!

…”Absolutely Nothing”! … That is what many people think but this past week I experienced a twitter interaction (that sounds weird…) that was a perfect example of how a company, large or small (in this case large), can use to twitter to reach out to their customers and improve customer service and experience.

I will tell you that I use twitter a lot and check it throughout the day, everyday. I realized today that I was about to hit my 8,000th tweet – wow that is a lot of tweets! I was an early adopter, signing up in late 2007 (maybe early 2008), after learning about it from a co-worker. It took a while to catch on, but once it caught on, it sure took off! Its a great tool to keep in touch with friends, businesses, blogs, etc.

Anywho, last week I wrote a tweet after receiving email #5 or #6 from Delta Airlines, telling me that my itinerary to Philadelphia had been changed ONCE AGAIN! At this point I have already re-booked (thankfully at no charge) my return flight home to a later time, since they cancelled my flight and put me on an earlier flight that didn’t work with our plans. My departing flight to go to Philadelphia kept getting moved to the point where this email told me I had a 25 minute layover. Do you think we could of gotten off the plane, gotten our stroller & car seat at the gate, and get to the next gate and on the plane – WITH A CHILD – in 25 minutes?! Oh and in an airport we have never been to before? … I think not!!

So, this is what I tweeted at about 6:30 AM:

Well – about 3 minutes later I receive this from Delta:

So I proceeded to send them a direct message (DM) with my info – only a few minutes later they agreed that it was not a fair transfer and they would be happy to rebook our flight. They asked if we could leave earlier/later in the day – I asked for my options, they responded (very quickly) with a couple earlier and a couple later options and layover times (1hr or more). I was able to choose a flight, confirm 2 seats together with baby in lap, confirm selection and have new itinerary emailed to me without ever having to actually talk to anyone on the phone or anything. This whole process took maybe 20 minutes of interaction on twitter and I had an email waiting for me with my new information. Also at no extra cost to me.

Delta took a crappy situation and made me feel much happier about my flight and their customer service within a few moments of tweeting something somewhat negative! I call that good customer service and a great use of the available social networks/resources.

And… if you don’t already follow me, go ahead and add me (@heatherlovering)