Kuoni Tumlare
Virtual Travel Agency
Kuoni Tumlare is a global tour operator specialising in arranging tours on the European and Asian markets. It provides all the related services for local travel agencies, particularly accommodation and air transport, as well as various forms of local transport and tickets to tourist attractions and historical monuments. It offers all of these services as packages.
Implementing innovation as a cure for the pandemic crisis
The Covid-19 pandemic completely disrupted the company’s business activities. As an island state, Japan closed its borders and remained inaccessible longer than European countries. As a result of these restrictions, the company had to reduce the number of its branches and teams, while at the same time coming up with innovations that would change its business model and help it overcome this difficult period.
Kuoni Tumlare responded to these challenges by creating a brand new virtual agency Japanspecialist.com which focused on advice on travelling to Japan after the borders were reopened. The company also decided to redesign its websites on all active markets. Lundegaard played a major role in this ambitious project, which involved launch of the service in seven European countries, each with different legislation in the field of tourism. We helped build the new brand, prepared the redesign and contributed to the successful implementation of the new service on the market.
Complete Rebranding
We prepared completely new brand communication and its implementation across (not just) digital channels.
New Products on a Green Field
In terms of design and process, we prepared purely digital products for Virtual Travel Agency Japan Specialist.
Optimisation Of Sales Processes For Different Types Of Tours
We carried out extensive UX research to optimise the sales process and the website’s further development.
Complete Rebranding
The merger of Kuoni and Tumlare within the group became the impetus for redesign of the corporate website and unification of the design of all smaller websites in the portfolio. We prepared completely new brand communication and successfully rebranded all online platforms.
Design of the user experience, creation of information architecture, wireframes and prototypes
Web design and harmonisation of design elements across all merged companies
Preparation of system design in Figma
Continuous development according to the client’s needs on the global market
New Products On a Green Field
As part of the project, we created brand new, purely digital products for Virtual Travel Agency - Japan specialist. These included the sale of group tours (fully online), sale of Rail Passes (tickets for Japanese trains), and online consultations (a digital service that allows customers to create a tailor-made itinerary). Our work included a complete project for these services, both in terms of design and process.
Analysis and design of the customer journey across the product portfolio
Design, testing, proof of concept and implementation of new travel-commerce architecture
Scrum process set-up and execution
Digitised tooling for the travel agency’s internal team
Testing and scaling of the new plans in individual countries
Long-term continuous development of the entire solution
Optimisation Of Sales Processes For Different Types Of Tours
We conducted extensive user research to evaluate the current Japanspecialist website and define its further development. Due to the global nature of the site, research was conducted simultaneously in 8 countries and covered different target groups.
Research drew data from 4 main pillars:
In-depth user interviews with customers, supplemented by moderated user testing of key scenarios.
Guided workshops with employees at local branches
User behaviour data from web analytics and Hotjar
Monitoring the competition and best practices
The research result was a comprehensive overview of the current state of the website and the business in general, on the basis of which we defined the future direction of website development by the Katana project. This includes designing solutions to any pain points, implementing new improvements and partial visual redesign of the site.
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