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Clarifying questions
1. What customer base are we targeting? New travelers or existing travelers?
2. Is product Mobile or Web? – Web
3. Are we building it with integration to FB? Or will be different product line al together – Let it be different product
4. What Geography of travelers are we targeting? Asians, Europeans, Americans, others – Global
Goal
Assuming business model is Website where people seek ideas, destinations, ratings, requirements, and budget info for travel.
Personas
New travelers
Existing travelers
Customer journey (5E Model)
5E | Painpoint | Solution | Reach | Impact | Confidence | Effort | Score |
Entice | I want to travel. | Solution 1 : Build the catalogue with various package. User can search the package based on buget, time of year and destination. | 5 | 5 | 4 | 5 | 20 |
Solution 2 : User can share the package with friends and family by providing phone number, email. This feature will also encapsulate the registration. | 4 | 4 | 3 | 4 | 12 | ||
Solution 3: AI enabled smart chatbot to discuss with user his travel plans. | 5 | 4 | 3 | 5 | 12 | ||
Enter | Once, everything above is sorted, how to make bookings? | Solution 4: There must be option to compare the packages. | 4 | 5 | 3 | 3 | 20 |
Solution 5: There must be feature to get the final quote including all the members of trip. This feature should be accompanied by customization. | 4 | 3 | 3 | 3 | 12 | ||
Solution 6: Final purchase must be delivered with invoice order. | 3 | 3 | 3 | 3 | 9 | ||
Engage | Books made. How to board? And next steps to follow? Is there option of preboarding pass? Can I book a lounge in changing flights? | Solution 7: There should be reminders for the upcoming trip. | 3 | 2 | 2 | 3 | 4 |
Solution 8: There should be option of prebooking. | 3 | 2 | 2 | 4 | 3 | ||
Solution 9 : During the trip, I can login and get live assistence in case of lost or emergency. | 3 | 2 | 3 | 4 | 7.5 | ||
Solution 10: A feature to upload photos on social media and tag people. | 2 | 3 | 3 | 3 | 6 | ||
Exit | I roamed around. During the trip planned through the product, can I get some live suggestion? | Solution 10: A feature to submit reviews and rating. | 2 | 3 | 3 | 4 | 4.5 |
Extend | I am back. How was the trip? Where can I submit feedback? I suggest to my friends? And rebook the package again? | Solution 11: A feature to thank user and get feedback and template filled with mico blog to share experice. | 1 | 5 | 2 | 2 | 5 |
Solution 12: A feature to suggest trip to friends or get package from print token. | 1 | 2 | 2 | 4 | 1 |
Summarizing recommendations
1. Solution 1 and 3 are catalogue of packages which can filtered by customer’s needs. Even a non-registered user can use it. This solution will add Acquisition in the product, So I will start MVP with this features.
2. Between 2,4,5 , I will add feature 2 in the incremental model as it will moving point activation on the product which will add more users in registered manner to the site.
3. Then I will build feature 4 to do the comparison of packages so that users can retained to the site by making decision.
Metrics
1 | Acquisitions | New users, new travelers per geography, % growth per week |
2 | Activations | Active users, % change in active users |
3 | Retentions | Inviting friends, tags, number of posts from live trips |
4 | Monetization | ARPU |
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