TravelSupermarket.com

Re-envisioning holiday planning

We worked with TravelSupermarket.com to reposition their business, helping their users plan holidays more easily with friends and families.

The challenge

TravelSupermarket.com wanted to better address their users' core need of planning a holiday, providing a new service to help users in the next step of their decision-making journey – comparing options in a group and deciding on a final itinerary to book.

They wanted to compete with social media and messaging apps such as WhatsApp, which users were using to send links and plan group holidays.

Our objectives were to:

  • Help TravelSupermarket.com provide a strategic new service, aimed at becoming a part of the holiday-planning user journey
  • Help the TravelSupermarket.com team to deliver this new service on mobile, the primary channel for users planning group holidays

Client
TravelSupermarket.com

Sector
Travel & Tourism

What we did

We were able to test an exciting combination of new and existing features, shaping the app throughout its development

Chi Chung Tsang

Senior Experience Consultant, Webcredible

Our approach

We ran an ongoing program of research, based around design and development sprints and always in line with the overarching customer experience strategy:

  1. We agreed a design and research plan for creating the new app, that would allow users to plan holidays more easily. Its features included saving potential itineraries and allowing users to share them and vote/comment on them in travel groups.
  2. We worked in Agile design and development sprints, running guerrilla usability testing with participants every two weeks. The research sessions involved us testing prototypes and versions of the final app.
  3. Our research fed directly into the app's core functionality. For example, a feature to allow users to filter their search results before being listed was eventually scrapped, as users felt uncertainty about how this would affect their final holiday option results.
  4. We also ran focus group sessions, getting feedback on 'big picture ideas' around holiday planning. These looked at ideas like how users used chat apps and social media, and what shortcomings they found in using those existing tools.

Impact & results

The new TravelSupermarket.com app has launched and has continued to receive 5-star rating from users. It ties in really well with their traditional website presence, making it easy for users to book their dream holiday.

  • The new app allows users to plan holidays on the go
  • Users can now plan with friends and family, as well as rate and comment on their options
  • The new app allows users to plan holidays on the go

  • Users can now plan with friends and family, as well as rate and comment on their options

Here are some more clients we work with

  • Virgin Holidays

    User-centred customer journeys inspire revolutionary new way to book holidays

  • Saga Travel

    The perfect online travel experience with a 30% increase in conversion rates.

  • easyJet

    Rapid user-centred design helps to create best customer help site in the world

  • Heathrow Express

    Multichannel service design ensures optimal customer experience

Like what you see?

How exciting, let's get started

Get in touch

Phone

+44 (0)20 7423 6320

Address

133 Park Street
London
SE1 9ED
United Kingdom






Course basket x

Course

Price per place

Add another courseCheckout

Pay now by credit card or later by invoice (invoice payments only possible if all courses are 3+ weeks in advance)