Customer Journey Travel App

Clarify

• Are we only considering personal bookings, or are we also looking at business bookings? Personal Bookings
• Are we focusing on domestic travel, or do we also need to consider international travel? Domestic Travel

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User Personas

• 21-year-old Peter, who wants to book a flight to his home from the nearest airport from his university. He is looking for the best prices.
• 32-year-old Julia, a frequent flier who wants to book a flight with the best on-time performance.
• 45-year-old Mike, who is flying with his family for a trip to a coastal city.

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Typical Customer Journey

• Talk to friends about the upcoming trip and browse the internet for booking options.
• Look up flight prices, schedules, and different routings.
• Book the most suitable flight and check if the credit card offers any points.
• Download the ticket to the mobile.
• Travel, take photos, and share them.
• Share the travel experience with friends.

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Success Metrics

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