This project led the way through large amounts of user research for the first time. Immediate learnings about the user were actioned along the way, while a roadmap for the redesign was developed.
This ambitious yet successful project will be rolled out in stages. A reskin introducing a new tone of voice to users, while the backend team continues preparation for their biggest shift in user experience to date.
Spending numerous hours working with customer service to hear genuine pain points of our users resulted in well informed design decisions reducing friction in the purchasing journey of various personas.
This front-end booking experience paired with SaaS operations tool, Genever, is set to change travel for thousands of travellers.