Costco Travel is a large US-based business, offering holidays and other travel services to its members.
The Costco brand has incredible loyalty from its 92million members, and the business is always striving to offer new products to add value to members. Costco Travel has been really successful in the US since its launch in 2000, so Costco wanted to launch and scale the travel proposition to members globally, starting in the UK.
Our key objectives were to:
- Successfully launch the UK proposition by helping Costco Travel understand the unique requirements of UK members
- Work out how to improve the existing digital product, launch these changes in the UK and then roll back any improvements to the US website
- Introduce user-centred design practices to Costco – whilst being very member-focused, they'd never integrated user research into the design process