The Lowdown
hedgehog lab supported the UK’s leading river cruise and tour operator in enhancing its digital customer engagement channels. This project focused on developing new customer-facing applications that would improve the travel and tour management experience aligning with their strategic priorities.
Discover
User interviews
Stakeholder interviews
Constraints
Explore
Persona building
Task analysis
Journey mapping
Test
User group outreach
Benchmark testing
Accessibility evaluation
Listen
Analytics Review
Usability bug review
Feedback review
The Problem
The client aimed to reimagine their guest engagement by creating a customer-facing travel app, considering the changes in digital strategy needs post-COVID pandemic.
The challenge was to enhance the travel experience across all touch-points of the customer journey, meeting elevated guest expectations and operational efficiencies.
With this being such a significant shift in how they communicated with customers, they came to us looking for someone to help bring a customer view and voice into that decision, and get a better understanding via User Research.
The Solution
The solution included several key components:
- Customer Companion App: A robust app providing itinerary management, real-time updates, and on-demand travel support, enhancing guest engagement and operational efficiency.
- Tour Manager App: An application for tour managers to streamline operations and maintain direct communication with guests, improving the travel experience by catering to individual needs and preferences .
- Enhancements to ‘My Account’ Portal’: Enhance existing customer web portal functionalities to allow for better management of travel plans and preferences .
The Product
The implementation of these solutions resulted in:
- Enhanced customer experience, contributing to higher customer satisfaction and loyalty.
- Increased operational efficiency by reducing manual processes and enabling more personalised service delivery.
- Contribution to the clients strategic goals, including customer retention and operational cost savings .
Overall, the project successfully supported the clients objective to become the number one choice for their target demographic by transforming their digital capabilities and improving the overall customer experience.
