New digital travel diary — quicker to produce, easier to use

For each trip sold on Worldia, travelers receive a travel diary with useful information about their trip. To face sales increase, we had to find solutions to produce and send the travel diary quicker, without lowering the quality.

Send the travel diaries on time and improve the customer experience

The travel diaries were made semi-automatically then edited and sent manually by Worldia employees. The format was several slides saved as a PDF and then sent by email or printed and sent by mail.

After a few delays and a growing demand, we had to manage the sales increase and still send the travel diaries on-time, before the customers leave for their trip.

We decided to use this project to work on both sides:

• for Worldia employees to help them generate the diaries faster
• for travelers to help them during their trip with this diary

From travelers side: travel diaries are beautiful but not very practical

Thanks to user interviews, user journey mapping and surveys, we learned that customers were more likely to appreciate the travel diary as a souvenir more than something useful during their trip.

Still, they needed something to check hotel information, time for their transfers and activities.

From Worldia employees side: a lot of repetitive tasks

With interviews and in-situ observations, we got these key learnings:

1. It takes around one hour to generate a travel diary
2. Employees waste a lot of time doing repetitive tasks:
   • Edit some inaccurate contents managed by another team at Worldia
   • Save and organize PDFs in the cloud
   • Send them by email to the customers

A multi-step solution to both make our employees and customers happy :)

After the user research and some brainstorming, we decided:

• First, to improve the way to manage the content for the Content team → saved time for people generating the diaries
• Then, to switch from a PDF/printed version to a digital and mobile-friendly version (this version could still be exported as a PDF to keep it as a souvenir)
• Finally, to allow employees to send them directly from our internal tool, without having to export it somewhere and send it manually by email

A realistic MVP for an ambitious Vision

We focused on key-features in the MVP to launch it quickly:

• Global overview of the travelers’ trip to help them scan when they switch cities or hotels
• “Go to this place” action to open Google Maps with the itinerary to the right address
• Direct access to documents like hotel vouchers or event tickets directly from the diary

Without losing sight of what we wanted to improve after:

• Embed the diary in a native app to access it offline
• Allow notifications to smooth the experience: “It’s time to leave for your next activity” or “Your guide is waiting for you”
• Suggest events or deals in real-time and allow users to book new services during their stay (upsale tool)

I don’t have the wireframes and mockups for this project anymore but here is a quick overview.

Final result: the team could handle our sales increase

From 1 hour to 10 minutes to produce and send the travel diary! ⚡️