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With the rise of Online Travel Agents owning pieces of Garuda Indonesia consumers’ travel journey, we approached the project by establishing and owning a mindshare throughout our consumer’s travel journey by being relevant in all of our consumers’ touch-points through a dynamic experience to ignite conversations.
The first thing that was necessary for the website is how to provide a personalized experience for the customers. Those personalised experience is translated on the website by way of optimizing the user experience to ease users when browsing.
We achieved that by developing a new booking experience and producing destination-based contents to further strengthen relevancy when consumers are researching their next holiday destination.
The mobile application was designed as a companion-app to capture the customer’s journey. Other than making it easier to find and book for flights, the mobile app also acts as a companion platform where users can find more detailed information about their destination. The app also acts as a platform where the users can capture and share their travel moments with their friends.
In order to capture the audience from their “Dreaming” stage and increase our discoverability on search engines, the contents we produced were specifically made to introduce popular destinations that Garuda Indonesia provides flight to. This is done because many websites and platforms were encroaching on Garuda Indonesia’s customer travel journey.
By creating an integrated and meaningful experiences across multiple screens, we managed to increase the website’s sessions to bookings on all screens for up to 60%. All screens conversion rates also increased by 5% on tablet viewing, 4% on desktop, and 3% on mobile devices; effectively more than double their revenue gathered from their online platform.
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