Case Study
How we boost conversion rates by 25% through strategic Customer Journey Mapping in the Travel Industry
Results
25.09%
CVR
20.87%
ARPU
25% increase
Increase in mobile bookings
15%
Reduced cart abandonment
Increased time on site by 18% and pages per session by 12%.
Engagement boost
Shopify Results
BEFORE
AFTER
klaviyo Results
BEFORE
AFTER
Meta Results
Client Background:
Our client, a mid-market online travel agency (OTA), was struggling with a high number of cart abandonment and low conversion rates, despite their appealing catalog of travel options and growing site traffic. They needed to improve their customer journey to keep their valuable clients. So, we focused on both improving the customer journey and conversion rate optimization (CRO) to increase booking rates and overall customer satisfaction.
Challenges Identified:
- Low conversion rates: A consistent decline was observed, highlighting the urgency for a strategic overhaul.
- High Cart Abandonment: Mobile users were particularly abandoning their bookings, suggesting an optimized mobile user experience.
Our Approach:
Customer Journey Mapping:
01
Tools Used:
Miro and UXPressia:
By utilizing both these amazing tools we create a visual representation of every step a customer takes from starting their search to making a booking and even after that. This helps see exactly where customers are happy or frustrated.
02
Data Collection:
User Interviews and Surveys:
By talking to customers and having them fill out surveys, we gain insights into what they like and dislike, and what they need, which helps us make their experience better.
03
Behavioral Analysis:
Google Analytics 4 and Hotjar:
With both these tools we identify where customers stop their booking process and leave the website. Understanding these “drop-off points” helps us identify what needs to be fixed or improved.Conversion Rate Optimization (CRO)
01
A/B Testing:
Optimizely and VWO:
These tools allow us to change small things like CTA placement on pages to see which version performs better. And that is how we identify what works best for attracting more bookings.02
Mobile Optimization:
Improving the booking process and how fast pages load on mobile devices makes it easier and quicker for customers to book on their phones, leading to more completed bookings.
03
Social Proof and Personalization:
Including user reviews and customizing the browsing experience based on what we know about a customer (like their past searches) helps build trust and makes the offerings more relevant to each individual, encouraging more bookings.