CONTEXT: DisneyWorld Online Dining is the online reservation system on the Walt Disney World website where you can browse, book, and manage dining reservations at over 100 Disney restaurants. Prior to being migrated online, WDW dining was reserved and managed via a call center.

PROBLEM STATEMENT: The current call-based reservation system is time-consuming, prone to human error, and limits user convenience and scalability. Customers often face long wait times, inconsistent service, and limited access outside of business hours.

RESEARCH: It was critical to have a clear grasp on how DWD dining reservations were conducted in its current state, the call center. Contextual inquiry was conducted in these locations as well as long-form interviews with the call center representatives. Once initial designs were generated, multiple rounds of usability testing were performed to ensure the interface and flow was intuitive, met user needs, and supported key task flows effectively.

MY ROLE: As lead UX designer, I drove the UX process from research, through design (UX requirements, use cases, process flows, wireframes/annotations) and eventually user testing and user acceptance testing.