Design of a client service app, a one-stop shop for travel details and offers.
Background
Powder Byrne is a travel provider that delivers tailor-made, luxury holidays to a discerning client base with the highest expectations. Established over 30 years ago, 90% of those travelling with Powder Byrne are repeat clients, and more than 60% have travelled with PB 5 times or more. Powder Byrne clients have come to expect an exceedingly high level of service from the moment they enquire all the way through their holiday and beyond.
The Challenge
The Client Concierge and Sales Teams were experiencing a lot of seasonal pressures in their efforts to respond to and manage a high volume of enquiries and follow-up requests from clients already booked to travel. Lots of time and resource was consumed providing the close personal attention many of the long-established clients had become accustomed to, drawing time away from converting enquiries and landing new clients.
The Solution
I led the design of a new app, My PB, which serves as an information hub for travelling clients with messaging functionality that has helped prioritise enquiries. Along with our IT department and external developers, I designed the UX, building a simple and intuitive user journey that fully integrated with our Salesforce system so both the client and business could have a 360 view of requests, bookings and statuses. For the UI, I created illustrations for buttons and page headers to create a bespoke and refined feel, reflective of the company’s personalised and attentive approach to service. From a practical standpoint, these also responded better at different screen sizes when tested.
The user-friendly nature of the app resulted in 90% uptake amongst travelling clients who reported an 87% satisfaction rate with the app when surveyed after their holiday. The burden on client-facing teams was greatly reduced and, additionally, partner offers and tailored messaging could be delivered to clients directly through the app - creating a truly one-stop shop for clients.