This is the customer journey that guided the work and the functions in the digital service. I started the project by interviewing business travlers in order to create a customer journey representing today's experience. Some of the pain points I discovered were poor UX of booking systems, low booking flexibility, using multiple trip apps, boredom, lack of space, and time consuming expense reporting. This app aims to remove some of these pains by offering a simple complete booking experience that manages taxis, flights and hotels together.

The Home tab with smart widgets shows for instance when the taxi will pick you up and an expense summary. The Trips tab shows upcoming trips and allows for booking. The Travel tab helps before, during and after business travel. The Expense tab (not pictured) offers an integrated credit card and expense reporting as well as digitization of receipts to save time and remove tedious, manual work. The integrated approach across the service was informed by the user research that indicated it was important to cover all core aspects of the business travel experience in one app.

Booking can be handled in a slightly different way in this app. The users can enter the final destination instead of departure and destination airports. This allows the app to suggest suitable flights from their saved home location as well as hotels in the viscinity of the final destination. Flights, hotels/apartments and taxis/Ubers/public transport can be booked in the same app. This reduces the need for using multiple apps and the pain points related to this. The booking interface allows matching/booking of rides to and from the airport and the idea is that it will take into account flight and customs data to make sure the driver is just-in-time and that any unnecessary waiting is removed.

Contextual and smart headings guide the user in the right direction. The first view shows the relevant ticket first, and other tickets further down. Here, the user can also get help with navigation to different points of interest in the airport. This is sometimes considered problematic today. The second view shows the action of finding the correct gate in the form of augmented reality or a regular airport map. The third view is activated after boarding and is used to control the onboard environment, book and reserve a variety of food on demand as well as booking other onboard experiences such as basic yoga, compact conference rooms, or entertainment. The onboard experience of today is lacking a lot - so the idea of having access to onboard activities and a better overall food experience will appeal to business travels.