User experience in the travel sector

The travel sector is a competitive market with a diverse user base - good customer experience is key to success. Webcredible has extensive experience working with the biggest players in the travel market to design and develop useful, intuitive digital touchpoints.

Digital and the travel & leisure sector As if you needed convincing of the importance of digital to the travel sector... but just in case

  • 1 in 2

    UK consumers buy a holiday abroad *1

  • £31bn

    is spent by the UK on international tourism annually *2

  • 66%

    of leisure travellers use search engines to research travel ideas online *3

Sources

  1. World Tourism Organization, External PDF - 148k
  2. ABTA Travel Trends Report 2014
  3. The Well Connected Traveller, Travelport, External PDF - 1.7mb

UX guidelines for the travel & leisure industry

Not all travel businesses are the same, but for consumer holiday booking brands - the typical user journey is and key user experience focus points include:

  1. Discovery & inspiration
    • Researching travel: Help your customers make great plans

    • Recommendations & reviews: Help customers find their ideal destination

    • Social channels: Support brand-to-customer & customer-to-customer interactions

  2. Making a decision
    • Product details: Give customers as much information as they need, when they need it

    • Email marketing: Effectively promote your brand

    • Brand experience: Ensure complete consistency

  3. Booking
    • Site usability: Make it as easy and engaging as possible

    • Booking: Make it as painless as possible

Travel industry user experience report 2014

Make your digital channels take off! In this report Webcredible benchmarks 9 of the top travel providers against a set of 8 key user experience heuristics. This report will give anyone in the travel industry a guide to improving their customer experience.

We have reports for different sectors and user experiences

See all reports

Our work in the travel industry

  • Confused.com

    Complete redesign leads to massive efficiency improvements

  • Weatherbys

    Redesign and build of a modern online banking platform, in line with the digital vision

  • Heathrow Express

    Multichannel service design ensures optimal customer experience

  • KPMG

    Large-scale user experience strategy and design unifies suite of tax applications

Are we right for each other?

  • We'll set you up for a digital world We innovate, do training, change cultures, and design products and services to transform business performance

  • We spend a lot of time with your customers We use insight to drive all decision-making, helping you build deep and meaningful customer relationships

  • Collaboration is in our DNA We’ll take you on the journey with us, collaborating throughout to gain the highest levels of stakeholder buy-in

  • We'll get you from A-B, fast Our heritage as a UX agency enables us to work in an agile way, facilitating rapid innovation and problem solving

  • We really know what we’re doing We've been doing experience design, UX, service design and digital transformation for ages, before they became buzz words

Interested in working with us?

Get in touch

Phone

+44 (0)20 7423 6320

Address

133 Park Street
London
SE1 9ED
United Kingdom






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