FEEDBACK STUDY FOR ONLINE TRAVEL APPLICATION

Our client is a one-stop corporate travel management platform designed to streamline and simplify the entire business travel process. It functions as a centralized platform for booking flights, hotels, cabs, and activities, while also incorporating expense management, visa processing, and travel policy compliance

By offering these features, the platform empowers businesses to save costs, improve traveller experience, and gain valuable insights into their travel program.

Problem Statement:

With a significant and sudden drop in active users representing a critical issue, impacting brand reputation, revenue, and future growth, the client wanted to conduct a feedback study for its application and service offerings. The objective of the study was to comprehensively understand the complete user experience, triggers, preferences, and need gaps faced by travel agents in order to make data-driven decisions for enhanced brand image and future product development.
Our focus areas of the research were :

To assess the complete user experience of the client’s application and service offerings.
To uncover travel agents’ preferences and dislikes regarding app features and functionalities.
To determine the triggers that motivate users to engage with the client’s application.
To identify and analyze potential gaps and areas for improvement within the client’s application.

Our Research Approach:

Novus Insights designed a 360-degree approach employing Primary In-depth Interviews with the travel agents (current users and lapsers) in order to gain a better understanding of the overall user experience of the client’s application.
Our experts gauged into the user preferences and overall service offerings in terms of:

Pricing information
Managing client profiles
Secured communication channels
Real-time itinerary sharing
Travel inventory
Easy booking and modification
Outdated Information

Furthermore, we delved into the user experience with the client’s application such as:

Limited functionality
Clunky interface
Lack of customization
Limited communication
Lack of transparency
Limited Flexibility for Changes
Login Process
Security
Hidden fees
Commissions
Client Information sharing
Performance dashboards

Our researchers identified the triggers that motivated travel agents to use client’s application for catering to specific client preferences and budgets
Our team of experts also analyzed the potential gaps and areas of improvement that needed to be addressed in order to encourage travel agents to integrate application into their workflow and improve their overall business.

Sampling Size & Geography:

Our researchers designed a robust sampling approach across the following regions:

India	North	South	East	West
Sample Size	5-7	5-7	5-7	5-7

Key Takeaways of the Research:

Key insights helped the client to prioritize improvements enhancing overall user satisfaction and service offerings.
Through qualitative feedback, insights were uncovered, which guided the client to design a more user-friendly experience, allowing them to serve clients faster and with greater satisfaction.
The insights obtained from Novus helped the client to strategically implement features and functionalities that drive user engagement, ultimately retaining users and leading to increased app usage.
Novus Insights recommended specific areas for improvement, to streamline the user experience, eliminate user pain points, and ultimately enhance the overall quality

FEEDBACK STUDY FOR ONLINE TRAVEL APPLICATION

Problem Statement:

Our Research Approach:

Sampling Size & Geography:

Key Takeaways of the Research:

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