Enable Quick Sharing of International Travel Itineraries
Trip Options (formerly known as Savi Select) is a corporate travel itinerary feature, which enables multiple complex itineraries to be sent for approval. It reduces back and forth communication between the booker and the traveller, while enabling faster decision making.
This was a collaborative project between Serko and Flight Centre, which after a year and a half of development went live. International adoption gained a 16% increase while domestic received a 30% increase in conversion.
Online article about Trip Options
The process
We conducted user interviews at the start to identify pain points in the current user experience. I interviewed 8 customers and conducted a thematic analysis to themes within the shopping experience. We found strong attachment to the existing “shortlist” feature, and kept it as a theme within our concept ideation.
Physical Miro board in action
Since Trip Options requires two users to complete, we broke down the user flow and ideated from the start of the journey.
Our approach began with the lowest feasible design and it evolved into a new quote page, with additional supporting features. This meant we reused existing components and adhered to the same user experience with minor changes. The project had limitations with a legacy stack, existing user familiarity and technical constraints. It was a close collaboration between Product and Engineering to ensure designs were doable and within budget.
An example of one multi-stop itinerary including, flights, accommodation, rental car and review. The two types of users, the Travel Arranger and Traveller meant we needed to design for communication outside of the product. It was an opportunity to modernise the outdated email and landing page designs.
