Modernizing enterprise travel & expense UX at SAP Concur
Architecting the next-gen interaction model for a platform serving 50M+ users and the world’s largest corporate travel programs.
Client
SAP Concur
Industry
SaaS, Travel & Expense
Role
Product Design
Secondary role
User Research
End date
Location
Bellevue, WA
Live Website
Platform modernization & global consistency
My work at SAP Concur moved the needle on task efficiency and platform trust for the global workforce by replacing a fragmented legacy system with a modern, consumer-grade experience.
Milestone | Outcome |
|---|---|
Travel booking experience redesign | I redesigned the core booking flows for flight, car, rail, and hotel verticals, resulting in a 25% increase in customer satisfaction, reduced task completion times, and improved user confidence. |
Request product redesign | I simplified complex approval processes, which improved booking accuracy and significantly reduced the time required for employees to complete travel requests. |
Global scale and impact | These improvements reached 50 million active users across 150 countries, ensuring that a high-quality user experience was available to the world’s largest corporate travel programs. |
Design System and accessibility standards | Promoted adoption of the Design System, improving execution efficiency and ensuring WCAG compliance across all product verticals. |
BEFORE: Inconsistency in the information design, unintuitive iconography, misunderstood features, and poor accessibility made the product difficult to use.
Consumer grade for the corporate world
The goal was to bridge the usability gap between the tools people want to use and the legacy systems they are required to use for work.
The itinerary-first strategy: I shifted the platform from a data-heavy grid approach to a task-focused itinerary model. This allowed us to prioritize critical trip information at each stage of the journey, making the experience feel intuitive rather than overwhelming.
Workflow simplification: I led the redesign of the Request product, delivering significant and measurable improvements to user experience through simplified information architecture, significantly improved usability, and smooth integration with Travel, Expense, and Invoice products.
Accessibility as a baseline: I pushed for WCAG compliance as a baseline, ensuring that enterprise-level utility was accessible to every member of the global workforce.
AFTER: I eliminated complexity and used progressive disclosure to prioritize information critical to booking in alignment with corporate policy and traveler needs.
Leadership through mentorship & standards
I acted as a visual and methodological lead for the broader design team, ensuring that our vision translated into a functional and scalable product.
Cultivating team growth and motivation: I organized a weekly lunch and learn series for the design and research teams to foster a culture of continuous upskilling. By inviting guests from other departments to share knowledge, I helped motivate the team. This ensured we remained aligned on delivering high-quality design outcomes.
Cross-functional synergy: Partnered deeply with Research, Product, and Engineering to ensure that the vision for the next generation of Travel & Request products was technically feasible, desirable, and adhered to the strict release schedules of a mission-critical enterprise platform.
Raising the craft bar: I championed the use of high-fidelity prototyping to communicate complex transitions and logic. This not only improved internal alignment but also raised the standard for visual craft across the design organization.
I redesigned the Request product from the ground up, starting with research, exploring architectures, interaction models, layout options, then prototyping and testing to ensure usability and customer satisfaction.
