Travel Booking Service

clientSIMPLENIGHT

research | wireframes | interaction design | visual design | prototyping | usability testing

Travel can be frustrating to plan and book for, especially if you have to search through multiple services and make multiple purchases. For this client, I designed an end-to-end travel booking experience that allows the customer to easily book all of their transportation, hotels, dining, and activities all in one place, upgrade with some add-on deals, and check out all through one cart, with the option to take multiple payment methods at a time. The power of this platform is the ability for a large customer, such as an Airline or hotel chain, to easily whitelable it with their branding and directly offer this convenience to their customers.

Key Responsibilities and Workflow

For this project, I was leading the User Experience while working with the executive and product management team. Consumer users and possible vendors, such as airlines, were used to test the prototype along the way, providing valuable feedback to help solve problems for their specific needs. I would work with the team to research, construct requirements that solved real customer problems, journey map the experience, wireframe, design interactions, create the visual design experience, prototype, and document delivery materials for the engineering team to build.

Design Impact

The impact of the system I designed provides the company with many millions of dollars of revenue from their customers. Their customers who whitelabel their own version are able to earn several times more than they pay for the system, in revenue, from their own traveler customers who use this system to consolidate their travel booking, saving time and money.

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Search View

The experience supports all major travel verticals, with Hotels pictured below. There are smart filters to the left with the ability to toggle between a list or map view and between showing sub-categories, such as hotels or vacation rentals.

Product Detail

Each travel vertical/category has its own needs and some require additional options. For Hotels, the different room types are listed out, showing different options they come with that differentiate them.

Add-Ons

Just about everything could have potential add-ons, from adding WiFi to the Breakfast Buffet. These are typically discounted and also available for convenience. A lot of the time customers don't know these potential add-ons exist and would have to purchase them later at their destination.

Other Travel Categories

The system easily supports other categories of travel to easily book a whole trip through one experience. In the example below, the user can use search and filters to specifically find the right method of transportation. Where a tiled view might not work for Hotels, it works well for other categories like Transportation, Dining, and Nightlife. They could also toggle to the list view, similar to Hotels, and a map view.

Transportation Booking

The overall experience provides the user with a familiar feel with each category. Each category, such as booking a car, has the necessary information and data capture that might be slightly different from other categories. A goal was to design an experience that was easily scalable for any new category that was added.

Guest Information

In combining multiple travel checkout experiences into one, before we get to the actual payment, some additional information needs to be collected. Some of this information might be a flight number for an airport pickup service.

Payment Information

While collecting payment for a grouping of a whole trip's worth of bookings in your travel itinerary, there is the option to not only pay by multiple payment types but to also split the payment using multiple payment methods. If someone is taking a trip mostly for business but mixes a little leisure into their trip that wouldn't be covered by the company's expense funds, they could easily pay the additional amount with their own credit card, or seven other ways available to pay.