Share international itineraries with speed
Trip Options is a quote feature, which enables Travel Arrangers to send travellers multiple itineraries for international trips. It reduces back and forth communication between two parties, while enabling faster decision.
After a year and a half of development, the feature went live. Interestingly international adoption has been low at 6% increase, while domestic has embraced it with 30% increase in usage.
Online article about Trip Options
The process
This project had limitations with a legacy stack, existing user familiarity and technical constraints. We focused on identifying the pain points in the current product together with the research team. I interviewed 8 existing users on their current shopping experience and did a thematic analysis to identify areas of concern.
Physical Miro board in action
Trip Options is an experience between two users, therefore 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 based on the current shopping designs, with new supporting features. This meant we reused existing components and adhered to the same user experience with minor changes.
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 It was an opportunity to modernise the outdated email and landing page designs.
