UX Case Study: Trip.com App Redesign

ux/ui

Trip.com Mobile App Redesign was a case study that involved design process – customer journey map, competitor analysis, heuristic evaluation to redesign a mobile app and service.

Trip.com prototype was created using Figma in 11 days in a team of four members

Business Goals and Analysing the Current App

Trip.com is a one-stop travel app that covers from destination research to bookings (flights, hotels, transport, deals, etc.) First, we tried out the flight and hotel services in the existing Trip.com app.

Current Trip.com App Interface
Current Trip.com App Interface

Identifying the Problem

After conducting user research to understand users travelling habits and their general travel booking experiences. We realised from the affinity mapping that:

Key Insights
Key Insights

Based on my affinity insights, we crafted our persona – Georgia Karen. We came out with the customer journey map according to Georgia’s booking travel patterns. We looked at the opportunities to improve the user experiences based on her painpoints and conducted competitor analysis.

Georgia's Customer Journey Map
Georgia's Customer Journey Map

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Heuristic Evaluation

We revised the user flow and worked on heuristic evaluation based on Nielsen’s Heuristic List created by Jakob Nielsen. We focused on the S3 and S4 severity rankings and E2, E1 and E0 ease of fixing rankings for the scope of this project.

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Comparison Feature

We believe that by creating a comparison feature on Trip.com mobile app for busy travellers to compare their preferred travel deals on the go, we will help them maximise their travel budget while minimising their time spent on research.

Trip.com comparison feature provides a more convenient way to compare flights and hotels.

Design Iterations

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Final Wireframe and Prototype was done in Figma.