Travel Agency in a Box

The Situation

Luxury travel agents ran their entire business across disconnected tools. Quoting in one place. Booking in another. Invoicing somewhere else. Client management wherever it fit. Agency owners had no unified view of what was happening across their business.

 

The friction was constant. Manual workarounds filled the gaps between systems. Time spent managing tools was time not spent serving clients or earning commission.

 

My Role

Sole designer. I led experience design from zero, starting with the booking workflow and expanding from there across quoting, invoicing, financial systems, marketing, content, and client management.

 

The Approach

With six interconnected modules and two distinct user types — travel agents focused on client service and agency owners focused on business performance — the IA had to do serious work. Every module needed to make sense independently and as part of a unified whole.

 

The hardest problem was quoting. The quoting flow needed to surface information that was pulled from legacy systems — data that simply wasn't available at the moment in the flow where users expected to see it. Showing incomplete information risked confusion and eroded trust. Hiding it risked making the tool feel limited.

 

The solution required designing around the constraint. Sequencing the flow so that the right information appeared at the right moment, and being transparent with users about what was loading and why, building confidence rather than uncertainty.