When travel is purely functional, it needs to be an almost unnoticeable, part of your day. Our travel manager understood this. 'They provide travel management for companies and provide several tools for their travelers to support and guide them on their journey. Knowing it can be an extreme pain, the perfect no-hassle, traveling and booking experience could prove invaluable.
I was part of the six-man Livework design team. I carried out interviews, mapped our findings and the perceived experiences on to the journeys and translated a lot of what people told us into insights. I filled in a part of the ‘as-is’ and ‘to-be’ journeys, based on the impressions from all participants. Later, I helped sharpen our high-level concepts around those journeys, after having collaboratively identified the opportunity spaces.
Phase 1: understanding customer needs
Our team needed to get the know the customers first phase of this project so we did extensive traveler interviews. We’ve plotted all of our findings in a customer journey that would reflect the current situation and their feelings of people on their travel services.
After analyzing plotting the statements in our 'as-is' journey we started with the sensemaking. A selection of our gained insights:
Phase 2: deliver a 'to-be' journey
Having established a good understanding of the current situations and desires of business travellers we set out to break them down into our ‘to-be’ journey.
Phase 3: imagining 3 future service strategies
To tie the whole project together we created three high-level concepts, keeping in mind the hidden-potential we uncovered. These concepts can inform the future strategy and can be used to further orchestrate the set-up of their communication channels.
The ever improving profile uses the information the traveller puts in the profile, the travellers history, and their colleagues’ patterns to optimize the booking and travel experience.
How might we personalise the preference choice
and experience?
The ‘one go-to place’ concept enables the traveler to book their travel over a span of time, with functionalities such as save draft, share a draft, rebook previous travels or do a multi-person booking.
How might we make the booking process easy to use and reliable?
The ‘one go-to place’ concept enables the traveler to book their travel over a span of time, with functionalities such as save draft, share a draft, rebook previous travels or do a multi-person booking.
How might we demonstrate the value GBT can offer throughout the whole journey??
Not all materials, such as these last recommendations and the details of every concept are shown because of the confidentiality agreement.
Livework team
Sanne Pelgröm
Anu Hanekroot
Ben Reason
Lilly Graf
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