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## A fast and delightful way to book your next travel experience on mobile

I led a team of designers to elevate the mobile booking experience. Our mission was to design user-centric, efficient, and engaging interactions, making Expedia's mobile platform the preferred choice for travel bookings globally. My scope encompassed strategic planning, design execution, and alignment of our initiatives with the company's larger business objectives, emphasizing the significance of one of every three mobile travel bookings through Expedia.

When travelers went to Expedia on a mobile device, their experience was similar to a desktop display. The experience was challenging and unsuitable for researching, comparing prices, or booking a vacation. Instead, in some cases, for example, when booking a flight and hotel combination, people needed to call to get it confirmed and ticketed. 

The cornerstone of our process revolved around leveraging our robust A/B testing capabilities to inform our design decisions at every stage of the product design process. In the Discovery phase, we identified our primary goals, key performance indicators (KPIs), and user personas. Concurrently, we thoroughly analyzed our existing interfaces and workflows and competitor analysis to establish a benchmark for our redesign.

The ideation phase entailed brainstorming and sketching potential design solutions. We transformed our best ideas into low-fidelity wireframes and interactive prototypes. We then entered the crucial Validation phase, where Expedia's emphasis on A/B testing became the game changer. Not only did we rigorously test major design elements, but we also paid attention to UX copy and component-level differences. We initiated multiple A/B test variations to evaluate the effectiveness of different design concepts, focusing on increasing usability, customer engagement, and conversion rates.

Expedia Mobile

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## A one-stop-shop for landlords to own the rental process

I spearheaded the revitalization of the Zillow Rental Manager, an essential tool for landlords within our vibrant marketplace. Recognizing that an outdated system has underserved landlords, my team and I transformed this platform into a robust, user-friendly tool. This new design enabled landlords to market their listings more efficiently and connect seamlessly with qualified tenants, reaffirming Zillow's commitment to delivering exceptional experiences for all user personas.

**Discovery**

Zillow’s goal was to build trust with landlords so they would list their rentals on Zillow Rental Manager. Instead, landlords would post listings on Craigslist because of the easy posting process and broad audience reach. I worked with a data scientist and conducted user research to understand customer behavior and customer feedback about their rental process.

**Insight**

Landlords need transparency in the rental process. They don’t want to make mistakes by mismanaging the application process or choosing the wrong renter. They need to feel confident they have the information required to act quickly and move forward with the right renter.

Steven Villarino

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