Tiket.com
for Corporates
February - May 2023
role
Product Designer
Intern
timeline
Feb-May 2023
impact
Reduce Handling Time
Leads Acquisition
Increase GBV
stakeholders
Account Managers
Commercial
PM
Key Summary
Improving Tiket.com B2B Corporate platform and onboarding through improved registration flow, emphasizing trust, appeal, and user experience.
Results Highlight
The project in numbers
Up to 47% increased GBV
Up to 66% increased margin
Increased Completion Rate
New Corporates Acquired
Reduction in reliance on external platforms
Problem
THE PAIN POINT
"Too many manual process"
The aim is to cut costs, automate processes, and enhance onboarding efficiency to boost leads.
Before 2023, Our focus had only been on medium sized companies.
All of this is caused by too many manual process, so in 2023, we aim to expand our GBV by acquiring more small and medium-sized companies and increasing transactions within our current customer base.
At the start of 2023, Tiket.com Corporate Product Team committed to help in achieving 2023 target to increase corporate business by 4x while maintaining the same cost ratio.
Previous Flow
1.
Leads Generation: Corporate submits registration, assigned to an account manager, and negotiates with the Corporate’s PIC to convert.
2.
Onboarding: Registration process to input corporate information into our system.
3.
Account Management: Corporate registers and onboards employees to use the B2B platform with their emails.
Expected New Flow
1.
Leads Generation: Corporates submit registration, account manager assigns, registers information, negotiates with PIC to convert into leads.
2.
Account Management: Corporate registers and onboards employees to use the B2B platform with their emails.
"Certain steps are inefficient and manually performed, causing delays."
The improvement lies in streamlining the process by combining the current "Onboarding Flow" into the "Leads Generations Flow."
This consolidation reduces inefficiencies and manual steps in both Leads Generation and Corporate Onboarding, resulting in a more seamless onboarding experience for corporates.
Goals / Objective 🎯
What we want to solve
The goal is to attract and onboard more corporates onto the Tiket.com B2B Corporate platform. Enhancements to the previous registration flow are essential to convey greater trust, appeal, and provide a seamless experience for visitors.
Insights 🔍
Ingredients that will form the solution
Our Users:
Account Manager
Hello! I'm your Account Manager, dedicated to streamlining your corporate travel needs!
Corporate Leads
Hello! I'm a Corporate Lead seeking efficient travel management. So excited to explore tiket.com's services!
There are 2 main users for this project, they are account managers and corporate leads. Corporate leads will experience our products for the customer, while account managers will complete their task to assist our customers via our internal B2B dashboard.
What does our customer value?
Our UX researcher conducted interview with our account managers, since their daily job is to handle customer, so it is natural for them to understand our customer pains and needs.
So we conduct product benchmark to map out our competitors value proposition / features.
How we fare against them?
Previously, we used Typeform, a 3rd party software that specializes in online form building and online surveys.
Our account managers had to manually process all the submission and determine which corporation meets our criteria as a business. However, this cause a significant pain points to our account manager as they have to sort this out.
Hence, we want to build our own registration platform that can automate selection process of the corporations that registered to Tiket.
To attract business onto register to Tiket, we need to have a good value proposition / selling point.
Our VP offers flexible payment methods, empowering businesses to choose the best approach for them.
Deep Diving The Registration Flow 🔍
How our account managers interact and close the deal with our leads.
So, How Might We Improve Onboarding Flow for Our Corporate Clients ?
Our North Star Principles ✨
Scalable & Flexible
Scalable onboarding system that adapts to various enterprises and businesses.
Simple & Cost-efficient
Ensuring a seamless experience while prioritizing cost-efficiency and valuable outcome for corporates.
Transparent & Proactive
Foster transparent communication in the onboarding journey, keeping corporate clients informed about progress.
By prioritizing these principles, we aim to deliver a seamless onboarding experience that adds significant value to our corporate clients while ensuring adaptability to various enterprises and businesses.
High Level Flow
This is a simplified flow for the whole registration process from discovery until acquisition. The flow is divided into 4 phases, each phase has list of key activities that will be completed by the users.
1.0 : Discovery
2.0 : Negotiation
3.0 : Document Submission
4.0 : Approval & Onboarding
Here is a more comprehensive breakdown of the entire process.
Solution ⚡
Visualss & Content Strategy
1.0 - Discovery Phase 🔍
1.1 - Corporate leads Sign-in to start register
Simply offer our sign-in/sign-up form, swiftly authenticate through the OTP, and the leads are ready to commence the registration process.
1.2 - What will our client achieve? Showcase benefits & CTA
We present our benefits to provide users with a clear understanding of what they will gain by registering on our platform, while also placing our Call to Action (CTA) beneath the benefit section.
1.3 - Entering basic corporate infos to initiate registration.
Here, users will input corporate information such as entity type, company name, industry, NPWP, product interest, and payment method.
1.4 - Review & Submit the registration form
Here, users will input corporate information such as entity type, company name, industry, NPWP, product interest, and payment method.
2.0 - Negotiation Phase 🤝
[Via internal dashboard] Our account manager will negotiate with leads.
Due to confidentiality, only a limited view of our internal dashboard will be displayed here. However, our lead account manager will promptly assign an account manager to commence negotiations with leads.
3.0 - Corporate Leads Submit Required Documents 📁
3.1 - Uploading required documents after negotiation
Following negotiations, the subsequent stage entails uploading the necessary documents. Our account managers will furnish the template for corporate leads to adhere to. The specific required documents may vary for each company based on the outcome of negotiations.
3.2 - Review & submit uploaded documents
Our platform enables corporate leads to meticulously inspect the uploaded documents for accuracy before electronically submitting them. This streamlined process ensures efficient document management and facilitates secure submission for further processing.
4.0 - Documents Approval ✔️
4.1 - [Via internal dashboard] Our account manager will approve / reject submitted documents.
Through our internal dashboard, the account manager will review submitted documents and either approve or reject them. If revisions are needed, corporate leads will be notified to make necessary adjustments to their documents.
4.2 - Corporate approved and ready to be onboarded
Our platform enables corporate leads to meticulously inspect the uploaded documents for accuracy before electronically submitting them. This streamlined process ensures efficient document management and facilitates secure submission for further processing.
Learnings & Key Takeaways
My key takeaways during this project.
Understand the Business Process:
Beyond mere surface-level familiarity, it's imperative to grasp the holistic flow of the entire process to effectively connect the dots. This allows us to optimize the experience.
Customer-Centric Approach:
Heuristic evaluation enables us to empathize with our users and perceive our platform through their lens. By understanding their perspectives and expectations, we can enhance the value proposition and uplift conversion chance percentages.
Collaborate with Cross-Functional Stakeholders:
Collaborating closely with cross-functional stakeholders allows us to address not only design aspects but also system performance optimizations, ensuring an optimal UX.