Head in the clouds, feet in the data.

Results

• 80%of tested users preferred conversational searchHow I measured it: Moderated tests, 15 members of CMI teams: dashboard vs conversational hub, each chose the one they preferred
• 72%average potential reduction in time-to-insightHow I measured it: Same tests: 5 common questions timed in both versions, average reduction
• 3multinational clients on the MVP stageHow I measured it: Signed MVP agreements by the end of the first quarter after release

Results

• 64%less time to deliver trip informationHow I measured it: Usability sessions with 6 agents: the same task done by hand and in the voucher flow, median time
• 74%of agents deliver with vouchers, not proposalsHow I measured it: Follow-up survey 8 weeks after release: 28 of the 38 agents who answered

Results

• 45%less time to choose where to stopHow I measured it: Moderated test, 8 users: the same task on the current app and on the prototype, median time
• 4.4/5confidence that a place is still accurateHow I measured it: Same test: asked after each choice, from 1 (not sure) to 5 (sure)
• 58%less time to check in, now in a single formHow I measured it: Same test: median time, from opening the form to the confirmation

Results

• 3Latin American markets compared in one interfaceHow I measured it: Counted in the delivered interface; 6 stakeholders compared two markets unaided
• 2modes on one screen: quick summary and live conversationHow I measured it: Counted on the delivered screen; 5 of 6 stakeholders switched modes unaided
• 1single-page flow: understand, ask, read, exploreHow I measured it: Counted in the user flow; none of 6 stakeholders left the page to finish a question

Results

• 6×faster to show the content on a phoneHow I measured it:

Results