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fLIGHT CENTRe

TRIP PLANNER MOBILE WEB

02

Background

Flight Centre retails model has mainly been focus on it's shop and the customer repeat. The website’s role is to channel the user to call, email or chat to a consultant.
The consultant then will provide a more personal touch on a flight booking and try to add extras.

Business Goals

Business goal increase booking and user experience.

User Needs

• Long and uninspiring form
• Recently enquire dropped and user abandonment.

My Role

UX and UI
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The User Research

I set-up a survey in hotjar asking our users to tell us ‘how was the experience when filling the form up.
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The Insights

• The user felt that too many destinations on the drop-down making long and daunting.
• The user did not even recognize some of the destinations
• The form asked too many questions
• During the research, I come across the problem of how they know where the user ends their trip?
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The Solution

• I remove the drop-downs menu and implement free text fields,
I trust the user to know their wish destinations
• I thought the introduction of a map will allow the user to easily pins destinations
• A few solutions were put on the table such a put by default the outbound flight but I was worried that the user will not realize and have to come back to their original destination, So I such to put a tick box at the end of '+ Add destinations'.
Trip planner functionality wireframe
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The Design

Main fuctionality ui screens.
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Meassuring Success

• We kept monitoring the user interaction via session-cam and see that the user behaved as expected
• The booking  enquires increase by 16% comparing with the previous form.