Challenge
Adding human personality to a digital experience.
Travel expert 'Connections' is known and loved for its personal in-store travel service. However, the company saw the travel industry becoming increasingly more digital. With the world prioritizing a more digital approach, Connections didn’t fulfill the market's needs.
Travelers expected more of them. They wanted smarter suggestions faster, seamless experiences discovering the next trip and the freedom to plan every single step of the way independently... while still craving a sense of care, trust and inspiration.
The task at hand was as follows; how can Connections bring their famous in-store experience to a screen, without losing the essence of what made it valuable in the first place?
Enter Made.
Impact
The perfect booking experience.
Rather than just putting a booking engine online, we helped Connections rethink the entire journey. With a very specific focus on 'flows', we designed a website that mirrors the natural way people think when dreaming, planning, or booking a trip.
Users are gently guided through the process, but are always in control. They are able to tweak, revisit, or explore freely at any moment. And with full cross-device continuity, their journey doesn’t break. Users can continue smoothly from phone to laptop and back again.
Approach
Understanding the trip-planning experience.
When rethinking the entire booking experience, we first needed to understand what a perfect trip-planning experience would feel like for a modern traveller. What makes them linger? What makes them drop off? What keeps them alert? How do they plan their vacation?
With those insights in mind, we designed a set of reusable components that could support any kind of journey or itinerary. These components form the backbone of flexible user flows that adapt to different travel styles. Such flows result in an interface that feels personal for each user. Travellers can build their trips step-by-step, much like they would with a real agent. Only faster, more intuitive, and accessible from anywhere.
