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Results:
- One of Europe’s best travel booking flows
- 25% higher conversion rate
- Higher customer satisfaction
Process
1
Defining business goals
Together with TUI Nordic (StarTour.dk/.no, Fritidsresor, Finnmatkat & Temarejser), we defined the business goals that we aimed to reach (based on best case, expected, and a worst case scenarious).
2
Technology briefing
We got an understanding of how TUI’s E-commerce plaftform is working (database, application- and frontend layer). 3
Prototyping
We carried out a high-fidelity prototype, which included all customer purchase scenarious (600 prototype pages). 4
User testing
The prototype was user tested 3 times, to ensure the highest possible standards.
5
Documentation
We documented the prototype based on a functionality specification together with error messages, flow- and sitemaps in order to make the technical implementation as smooth as possible. 6
Quality assurance
Before TUI launched the new E-commerce site, we carried out a complete quality assurance of the testsite, to make sure that no details were overlooked.
Timeframe
We carried out all steps of the project in approximately 5 months.
Contact us
Please feel free to contact us, if you would like to learn if we can help you sell more online.Testimonial
During 2008 TUI Nordic carried out an extensive work redesigning our entire booking flow. The focus was of course to reach an outstanding level of usability in order to increase our conversion rate.
The work was done in a close co-operation with Benjamin Gundgaard from CustomerSense who had the competence needed for a successful project. The work covered everything from the pre-study phase through prototyping, programming, and implementation.
The strength in the project has been the combination of both usability aspects as well as commercial aspects in the GUI design, where the input and experience from CustomerSense has been
critical. Another factor to the success has been the fact that CustomerSense from the very start worked closely with our technical developers, ensuring that all ideas and new sketches really was possible to build and implement.
The launch of the new booking has been very appreciated among our customers with several spontaneous positive reactions. This in combination with an increased conversion rate is really the best result we could get!
The work was done in a close co-operation with Benjamin Gundgaard from CustomerSense who had the competence needed for a successful project. The work covered everything from the pre-study phase through prototyping, programming, and implementation.
The strength in the project has been the combination of both usability aspects as well as commercial aspects in the GUI design, where the input and experience from CustomerSense has been
critical. Another factor to the success has been the fact that CustomerSense from the very start worked closely with our technical developers, ensuring that all ideas and new sketches really was possible to build and implement.
The launch of the new booking has been very appreciated among our customers with several spontaneous positive reactions. This in combination with an increased conversion rate is really the best result we could get!
Head of Business Transformation
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