Enchanting Travels delivers high quality, seamless, bespoke travel experiences through destination expertise, personal service and genuine care. Having been their design partner for 2 years, we were thrilled and happy when Enchanting Travels was acquired in 2019 by Travelopia, the world’s largest collection of specialist travel brands. And what makes us proud is that our work has contributed to help Enchanting Travels become a technology-driven travel company.
Planning and executing a tailor-made trip for a group of travellers is a challenging feat. For guests of Enchanting Travels, these are usually once in a lifetime trips that are booked 3-6 months in advance. Ensuring that guests have a good time is of paramount importance. Enchanted Travels' resulting focus on planning even the most minute details has resulted in a 99% satisfaction rate from guests.
When Enchanting Travels got in touch with us in 2017 to redesign their in-house travel planning and booking tool, it was riddled with usability issues. They had been adding features over the years without much focus on the end users, making it difficult to make any changes to the tool.
The executive team set an ambitious target — increase the sales per travel consultant from $38,000 to $50,000 per month. However, it was evident that the tool could not support this. Over the next 2 years, we revamped Enchanted Travels' existing tools and designed new ones to support their business growth and provide a great user experience.
The Itinerary Planner is the heart of the entire product suite, which allows the Travel Consultants to plan an entire trip within a short time. A typical itinerary spans across 10 days, involves 4 or more people and includes as many as 60 services that need to be booked! It can be quite mindboggling to juggle all this information.
We created a lightweight interface that helped Travel Consultants visualise the entire trip at a glance without causing cognitive overload.
The Master Database Management is a comprehensive database of all services that can be accessed by the Itinerary Planner. We worked with the engineering team to restructure the entire system design and create an intuitive user interface.
Analysing existing services and defining a structured format for the data not only improved the product's information architecture, but also helped automate a lot of manual processes.
The Guest App is used by travellers to access the details of their itinerary and update the details of their fellow passengers (like their names, passports, preferences, etc). This functionality was supported through a web-based interface. However, a lot of travellers preferred to have all the essential information with them while on the go.
We also observed that users had their payment details stored on their phone and were more likely to complete their payment through a mobile app. By providing a better user experience, we were able to drive business growth via a better mobile experience as well.
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