© Surya

Consumer Booking Engine

Project Brief

This revamp project focuses on transforming the existing booking experience into a more intuitive, visually modern, AI-assisted platform. The initiative involves redesigning the entire user flow, introducing intelligent search and recommendation features, standardizing UI components through a unified design system, and enhancing booking transparency across fares, payments, and invoices.

Problem

Statement

Users often felt lost during the booking process because the interface was outdated, inconsistent, and required too much manual filtering to find the right cruise.

Goal

The primary goal of the Consumer Booking Engine revamp is to deliver a modern, intuitive, and efficient cruise booking experience for both agencies and end customers.

This includes introducing AI-powered search and recommendation features, improving navigation, refining the booking flow, and ensuring transparent communication of fares, payments, and invoices throughout the journey.

Vision

The vision for the Consumer Booking Engine is to create a future-ready, intelligent, and highly customizable cruise booking platform that elevates the experience for both travelers and agencies. It aims to combine modern design, AI-driven discovery, and transparent booking flows to help users find the perfect cruise with confidence and ease.

By building a unified design system, scalable architecture, and agency-specific branding capabilities, the platform aspires to become the industry’s most adaptable and intuitive cruise booking solution—empowering agencies to grow their business while delivering a seamless, consistent experience to every customer.

Identity

What's Identified?

Users often felt lost during the booking process because the interface was outdated, inconsistent, and required too much manual filtering to find the right cruise.

My Role

Led the complete UX/UI revamp of the Consumer Booking Engine, transforming the platform into a modern, intuitive, and agency-ready booking experience.

User Research

Qualitative

Which steps take the longest or feel unnecessary? Too many filters made the search feel heavy.
What information is missing when comparing cruises?
How do you search for cruises currently?
What parts of the current booking flow feel confusing or difficult to use?
Do you find the design and layout intuitive?

Quantitative

Page scroll depth and click patterns
Step by step Progress steps for each process
Time to complete cabin selection
Page-by-page drop-off rate

Actors & Personas

Katie

Scenario

A customer visits the booking site to plan a family cruise vacation. They want to compare different itineraries, check cabin availability, understand total pricing, and complete the booking confidently.

Pain Points

Struggle to find relevant cruises due to too many filters and no guided search.

Difficulty comparing itineraries and ship features across multiple tabs/pages.

Confusing fare breakdowns with unclear taxes, fees, or promotional details.

Slow decision-making due to scattered information and inconsistent layout

Jacob

Scenario

An agency wants to use Travtech’s CBE as their branded booking website to serve their customers. They expect the platform to reflect their identity while maintaining functional consistency.

Pain Points

Limited customization options make the website look outdated or off-brand.

Lack of modern features like AI recommendations reduces competitiveness

Difficulty managing frequent customer questions about pricing, policies, or itinerary details.

Approach

Use Cases

1. Search & Discovery

UC01 – Search by Destination/Date

A user enters destination, embarkation port, or date range and views relevant cruise results instantly.

UC02 – Filter & Sort Cruises

Users apply filters like price, cruise line, ship, duration, or departure port to refine search results.

UC03 – AI-Assisted Search

User types natural language queries like “Caribbean cruise for 5 nights in June” and the AI suggests cruise lists.

2. Cruise Details & Itinerary Use Cases

UC04 – View Detailed Itinerary

The user checks the day-by-day itinerary, ports, and timings in a clean visual layout.

UC05 – Explore Ship Details

User views ship features, entertainment options, cabin categories, and deck plans.

3. Cabin Selection Use Cases

UC06 – Choose Cabin Category

The user selects the cabin type (Interior, Oceanview, Balcony, Suite).

UC07 – Check Availability

The user sees cabin availability in real-time with status indicators.

UC08 – Upgrade or Change Cabin

The user modifies the cabin choice before payment.

4. Booking & Payment Use Cases

UC09 – Add Guest Details/Login to prefill data

The user enters traveler information and special requests or gets prefilled traveler data using login

UC10 – View Transparent Fare Breakdown

Users see base fare, taxes, fees, add-ons, and discounts clearly itemized.

UC11 – Choose Insurance, Payment Method and Payment Mode

The user selects a credit card or other supported payment options like flex pay or by paying advance.

UC12 – Complete Payment & Get Confirmation

The user completes booking and receives confirmation with booking summary and invoice.

Solution

Statement

Revamp and Modernize the UI/UX:

Redesign the full booking experience with a clean, intuitive interface supported by a unified design system, reusable components, and customizable agency skins for consistent branding.

Enhance Search & Discovery with AI:

Introduce an AI-powered intelligent search filter that understands user intent, provides personalized recommendations, and simplifies cruise discovery without heavy manual filtering.

Improve Transparency & Flow:

Streamline the booking journey with clearer information architecture, transparent fare breakdowns/payments/invoices, and new features that make navigation, selection, and decision-making seamless for both customers and agencies

Thanks for your time!

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