Concept ProjectTourism & Travel
Tour operator booking journey
- Services
- Websites · Strategy & Growth
- Scope
- Journey mapping · Website structure · Enquiry flow · Measurement plan
- Project type
- Concept Project
The challenge
What had to change.
An excursion operator receives enquiries across Instagram, WhatsApp and a website contact form, with no shared record and no follow-up rhythm — so the same lead is answered twice or not at all.
Strategic approach
The thinking behind it.
- 01
Map the decision from inspiration to booking, and find where people stop.
- 02
Consolidate every enquiry route into one capture point without removing the channels customers prefer.
- 03
Set a follow-up sequence with clear ownership and a way to measure response time.
Execution & deliverables
What was produced.
- Journey map
- Website structure
- Enquiry flow
- Measurement framework
- Trip page structure with inclusions, duration, price logic and meeting point.
- Enquiry form and WhatsApp handover flow.
- Simple measurement sheet: enquiries, quotes, bookings, response time.
Outcomes
Concept work documenting the structure and the follow-up logic. No booking figures are claimed.
Visual gallery
Production stills from the On Air Motion studio, used to illustrate the direction of this project.
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