Work TUI Trips Dashboard

TUI – Trips Dashboard

Summary

One of my most impactful projects to date, is being responsible for the redesign of the ‘Trips Dashboard’ – the core service experience for managing holiday bookings.

What is the ‘Trips Dashboard’?

The ‘Trips Dashboard’ is essentially a page where TUI customers can find information about their holiday booking. Bookings can be for multiple product offerings: Package holidays, Hotels, Cruises, Flights, Excursions ect. This page plays a critical part in the wider TUI service experience.

Defining the problem

Through user research and a heuristic evaluation, the following 4 key problems were identified:

1. Poor navigation & information architecture 
2. Lack of visual hierarchy & structure  
3. Difficult access to key information when needed 
4. Rigid designs which didn’t provide a natural space to upsell

The solution

After understanding the key problems I wrote a ‘purpose statement’ to help frame the solution:

“The Trips Dashboard is a well-structured and intuitive menu that supports every moment of the traveler’s journey, gives quick access to key information about the trip and provides relevant upsell options.”

Creating a framework – Widgets, Tiles & Banners

I took a structured approach to the design solution by creating a framework for the page structure. This was critical to creating a consistent, flexible and user-friendly design which would work across TUI’s multiple products. This also allowed for the design to adapt, based on the user’s journey (pre-departure, day of departure, on holiday & post-holiday).

The final concept

Ultimately, the concept solution was the framework itself. Stacking content was a really effective way of containing lots of functionality, whilst allowing for flexibility and maintaining a visual structure. The design also allowed a more natural space for upselling, which was a key business requirement.