Travel Agency Booking Journey

Research:

I understood the specific requirements for this client and conducted research into the booking journey of similar travel agencies, such as Kuoni, Expedia and Booking.com to understand how they had approached similar journeys.

I recognised some requirements of the client were different to other travel agencies, such as the start of the booking could begin by selecting the type of holiday package desired, as opposed to always selecting a destination and then packages. I applied my knowledge of UX Design and my prior experience working on complex booking journeys with EasyJet, to ensure an appropriate user journey.

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User Journey/Process Flows:

I mapped out the main screen flow for both the Booking journey and the Account Management journey (where a customer can manage account details and their booking)

Wireframes:

I created wireframes (desktop/mobile) using Figma, to define the layout required for each page. These were refined following client feedback before moving onto designs.

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Changes to Brand Guidelines:

I was initially advised to use the documented brand guidelines but later after creating the designs, I was advised that some colours were actually for their premium travel packages and so should not be utilised for generic pages. As I set up a framework in Figma this was not too difficult to change but the lesson from this was to ensure there was no ambiguity about what colours were to be used from brand guidelines.

Add screenshots of kuoni etc

Technical Feasiblity:

It was found after the wireframes were agreed, that some data could not be provided on certain pages due to technical limitations. So a redesign was required. This is something that can occur but the lesson learnt was to always gain technical feedback early on in the design process.

Additional Designs late in the design process:

While finalising designs, there were some additional pages proposed that were not in the initial requirement, such as a map feature that showed location of different hotels.

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Designs:

I created Web and Mobile Designs using Figma, utilising the Client’s Brand Guidelines.

Initial focus was on finalising the Customer Booking Journey which included Choose Holiday > Tailor Holiday > Book Holiday > Booking Confirmation page.

After this the final designs for My Account was completed.

Protoypes:

Once the designs were approved, I was asked to create the prototype, which was done in Figma. This was used to aid the developers and help the client to visualise the finalised journey.

I created all the main journeys including booking a journey, logging in to My Account, viewing accounts details and viewing an existing booking. This was done for desktop and mobile.