B2B Travel Platform
A comprehensive B2B travel platform enabling agencies to create custom itineraries and manage complex bookings for hotels, flights, and car rentals—all within a unified interface.
Transforming B2B Travel Management
B2bdmc emerged from a critical need in the travel industry: agencies were struggling with fragmented tools, resulting in inefficient workflows, booking errors, and frustrated clients. The goal was to create a unified platform that could handle complex B2B travel operations while remaining intuitive and scalable.
Working closely with travel agencies and their corporate clients, I led the end-to-end design process—from initial research and stakeholder interviews to high-fidelity prototypes and implementation support. The result was a platform that transformed how agencies managed bookings and client relationships.
Understanding the Problem
Through extensive user interviews with 15+ travel agencies, we identified several critical pain points:
- •Fragmented Systems: Agencies were using 5-7 different tools for itinerary planning, booking, and client communication
- •Manual Errors: 23% of bookings required corrections due to manual data entry between systems
- •Time Inefficiency: Agents spent 60% of their time on administrative tasks rather than client relationships
- •Poor Visibility: Lack of real-time updates on booking status and inventory availability
Research Methods
- • 15 in-depth agency interviews
- • 30+ hours of contextual inquiry
- • Analysis of 200+ booking workflows
- • Competitive analysis of 8 platforms
- • Stakeholder workshops with 4 agencies
User Personas
From Research to Solution
Information Architecture
I mapped out the entire booking ecosystem, identifying key workflows and dependencies. This revealed that 80% of tasks followed similar patterns, allowing us to create reusable components and streamlined flows.
Wireframing & Prototyping
Created low-fidelity wireframes for rapid iteration, then progressed to interactive prototypes. We tested 3 different navigation patterns with users before settling on the final design.
Visual Design & Design System
Built a comprehensive design system with 80+ components, ensuring consistency across the platform and enabling rapid development. The system emphasized clarity and accessibility.
User Testing & Iteration
Conducted 5 rounds of usability testing with 20 participants, iterating based on feedback. Key improvements included simplified navigation (3 clicks to any feature), enhanced search filters, and better error handling.
Solutions That Matter
Smart Itinerary Builder
Drag-and-drop interface with real-time pricing, conflict detection, and automated suggestions. Agents can build complex multi-destination itineraries in minutes instead of hours.
- ✓Visual timeline with drag-drop functionality
- ✓Real-time pricing and availability updates
- ✓Automated conflict detection and resolution
- ✓Template system for common itineraries
Unified Booking Engine
Single interface for searching and booking hotels, flights, and car rentals across multiple vendors. Eliminated the need for agents to switch between different platforms.
- ✓Multi-vendor aggregation with best price guarantee
- ✓Advanced filtering (price, rating, location, amenities)
- ✓Instant booking confirmation and e-tickets
- ✓Booking history and favorites for quick rebooking
Client Management Dashboard
Centralized hub for managing client profiles, preferences, communication history, and booking analytics. Helps agents provide personalized service at scale.
- ✓360° client profile with preferences and history
- ✓Automated communication logs and follow-ups
- ✓Booking analytics and reporting
- ✓Team collaboration tools for shared accounts
Measurable Results
Of agencies adopted custom itinerary builder within first month
Reduction in booking processing time per itinerary
Of agents rated the platform as "excellent" or "very good"
Business Impact
- •Reduced booking errors from 23% to 4%, saving agencies significant revenue
- •Increased agent productivity by 60%, allowing focus on client relationships
- •Platform now processing $2M+ in bookings monthly across 50+ agencies
- •Client satisfaction scores increased by 40% due to faster, more accurate service
What I Learned
Enterprise UX requires deep domain knowledge: Spending weeks understanding the travel industry's nuances was crucial. The best solutions came from truly understanding agent workflows and pain points.
Simplicity is hard but worth it: We iterated 7 times on the itinerary builder before achieving the right balance of power and simplicity. The final design hides complexity while exposing exactly what users need.
Design systems enable scale: Building a comprehensive design system upfront accelerated development by 40% and ensured consistency across 100+ screens.
Collaboration with developers is essential: Weekly design-dev sync meetings prevented implementation issues and resulted in better technical solutions.