Travel & bookings
Designing Modern Responsive WebApp UX flow for B2C visa assistance.
Figma, Custom Code
Summary
TTK Visas, traditionally a B2B visa assistance service, sought to expand into the B2C market. Their platform needed a modern UI to remain competitive, a simplified user flow for booking visa assistance, and the ability to cross-sell additional services. I revamped their UX flow to deliver a seamless booking experience, reduced user steps, and developed intuitive dashboards for both users and internal teams. The redesign not only enhanced the user journey but also empowered the company with tools to boost operational efficiency and service personalization.
Challenge
The primary challenge in designing the TTK Visas website was to demystify the inherently complex and often stressful visa application process for a broad retail audience. Users typically face confusion regarding documentation, procedures, and country-specific requirements, leading to anxiety and potential errors. The website needed to overcome this by creating a highly intuitive, transparent, and trustworthy digital experience that could clearly guide users through each step, build confidence in TTK Visas' expertise, and provide peace of mind in a critically important travel preparation phase
Solution
Our solution focused on developing a user-centric website with a clean interface and logical flow that simplifies the visa application journey. We implemented clear, step-by-step guidance for each visa type and destination, providing detailed checklists and enabling efficient document upload. Features like an inquiry form, transparent pricing, and direct access to expert support were prominently integrated to enhance user confidence. The design emphasizes TTK Visas' extensive experience and high success rate through clear statistics and testimonials, transforming a potentially overwhelming process into an accessible and reliable online service
Key Takeaways
01.
Streamlined User Flow for Faster Bookings
The original booking flow was cumbersome and discouraging. By mapping out user pain points and redesigning the process, I removed redundant steps, making the journey faster and more intuitive, ensuring users completed tasks with ease.
Streamlined the booking flow, reducing unnecessary steps and creating a faster, user-friendly experience.
02.
Empowered Internal Teams with Better Tools
The internal dashboard was redesigned to be more intuitive and efficient. Features like real-time tracking, quick updates, and user management tools allowed the team to handle B2C requests more effectively, improving overall operations.
Built an intuitive internal dashboard for staff to manage requests, track progress, and resolve issues efficiently.
Outcomes
15%
Improvement in Internal Efficiency
1-in-3
Users bought Add-On Sales
30%↓
Reduction in Booking Steps
22%
Higher Conversion Rate
03.
Enhanced Cross-Selling Opportunities
The introduction of subtle prompts and add-on recommendations within the booking journey led to an increase in ancillary service uptake. This not only improved the user experience but also contributed significantly to the company’s revenue growth.
Introduced strategic touch-points in the user journey to promote add-on services without disrupting the experience.
04.
Reduced Application Errors and Delays
The structured guidance, detailed checklists, and expert assistance facilitated by the website's design help users submit accurate and complete applications. This proactive approach significantly reduces the likelihood of common errors and subsequent delays, contributing to a smoother and faster visa approval process. Created a visually engaging and user-friendly interface was pivotal in attracting B2C users. By analyzing competitor platforms, I implemented modern design principles, enhancing brand credibility and user trust.