Trek Travel
Transforming the Trek Travel Booking Experience with Enhanced Trip Discovery, Streamlined Checkout, and Seamless Self-Service for Adventurous Travelers.
Year
2022
Role
UX Strategy, Design Direction, Design System & Prototyping Creation
Team
Client Partner, Project Manager, Functional Lead, Technical Lead, UX & Design, Product Owner (client), Marketing Lead (client)
Overview
The redesign of the Trek Travel booking experience focused on creating a seamless, user-friendly journey on a WordPress platform, integrating multiple technologies to enhance trip discovery, streamline checkout, and empower customers with self-service options.
This comprehensive update improves both functionality and engagement, providing a more intuitive experience that supports every step of the traveler’s booking process.
Opportunity
Trek Travel aimed to move beyond foundational UX to create a more aspirational and inspirational digital experience. The leadership team sought a design that immerses users in the spirit of adventure while streamlining the booking process. Our goal was to craft an experience that entices, engages, and elevates Trek Travel’s brand in luxury active travel.
The Approach
Our approach began with interviews, workshops, and stakeholder Q&As to define project goals and align on a vision for Trek Travel’s booking experience. These sessions provided insights into customer needs and pain points, setting a clear direction for design enhancements across trip discovery, checkout, and self-service features.
Understanding the customer and mapping key journey touchpoints were essential in shaping design decisions for Trek Travel.
Trek team was engaged to help us understand all the challenges for us to uncover opportunities for the redesign.
This allowed us to uncover insights early on in Discovery v. Design.
During discovery, we began to wireframe and validate the IA and functionality.
Prototypes were created to validate with internal teams as well as the Trek stakeholders.
The Solution
The redesign of Trek Travel’s navigation and trip-finding experience improved user engagement by streamlining discovery paths and making content more accessible. The componentized design enabled merchandisers to seamlessly integrate video and create dynamic content independently, reducing reliance on development resources and enhancing the site’s agility in meeting user needs.
Seamlessly discover trips and resources with Trek Travel’s new on-site search powered by Algolia.
An optimized, four-step checkout flow enables seamless self-service for in-room, bike, and accommodation upgrades, ensuring a quick, user-friendly experience from selection to confirmation.
We developed a scalable design system for Trek Travel to ensure continued consistency, efficiency, and brand cohesion across all digital touchpoints.
Highlights
This project featured a series of user interviews, workshops, and iterative design sprints, all in close collaboration with Creative Director Keoni Harrison and our UX/UI design team. Together, these efforts helped align creative direction with user insights, delivering a design that elevated the Trek Travel experience while staying deeply attuned to customer needs.