UX – Itinerary Builder

Date

2021

Project Name

Magellan Companion App

Client

Magellan

Background

Magellan Travels, a national travel agency in Pakistan wanted fresh ideas for lead generation and make the customer journey easier for their prospective clients, specially after travelling resumed after COVID-19. The problem we are addressing is lack of clarity and cohesive query. Customers usually call to ask for estimates to their destinations but as a travel agency, magellan needs a few more essential questions answered to better estimate their travel needs.

Exploration & Ideation

What is a normal conversation like? What are a business’ day to day pain points and motivations?

We began interviewing contacts across various industries. From personal travellers to corporate clients, we were able to get across a wide spread of the potential market.

1. Lead Calls

We got the opportunity to sit on a few lead calls with the clients and noted the questions and answers that were frequent. This process helped shape the user experience for the Itinerary Builder and ensure smooth flow.

2. Competitors User Journey

We also researched about what other competitors were doing to analyze the market tactics regarding lead generation. All the competitors were using the same repeated questions from the customers and took 24 hours at the very least to provide an estimate.

3. Feedback from Magellan

We also sat with sales team from Magellan and noted their pain points along with suggested solutions to streamline the whole process.

Problems Statement & Challenges

Users not willing to give personal information
Users not trusting digital apps in Pakistan
Users want instant estimates for their trips
Users want to customize the trip plans and variables after getting estimate
Users want accurate estimates for their trips.

Solution

After analyzing all the issues and feedbacks from all stakeholders, we designed a beautiful and seamless user experience for the users to get their solutions instantly. This helped Magellan increase number of leads for their company and thus increasing sales ratio after deployment of this web app.