Consumers were overwhelmed with the many itinerary choices offered and confused on the booking process, resulting in the consumer carrying the burden of being their own travel agent
Quarterly sales growth per travel market and monitored Google Analytics around bookings & completed itineraries
6 out of 13 of travel markets weren’t meeting quarterly sales goals. 10% of users in added travel items to their cart but did not complete purchase. And 25% of users completed itineraries by web instead of the Key app.
Increased number of bookings, increased engagement between traveler and concierge, and increased sales growth in higher end travel experience offerings
New hero images on every page with a consistent call-to-action that immediately directs consumer to concierge
Clear introduction to booking process to instill confidence in completing the experience end-to-end
Simplified contact form to reduce consumer decision fatigue, taking the pressure off the consumer and allowing the market concierge to begin planning a personalized experience on their behalf
Compiled market concierge profiles in one place to provide consumers with a quick glance of their hospitality team and personal concierge for their upcoming trip