Authentic Vacations: Online Travel Booking and Management

Reimagined the Authentic Vacations digital booking journey for travelers worldwide.Conducted multi-phase research combining remote interviews, behavioral analytics, and usability testing. Uncovered major usability and emotional friction points that informed a new booking flow, reducing drop-off by 18% and increasing satisfaction for both new and returning customers.
- Service blueprinting
- Card sorting
-Survey development and analysis
-Competitor analysis
- Facilitated design workshops and sprints
-Usability testing and refinement