Booked AI | Travel
Designing the world’s first AI travel agent
Booked is an innovative AI-driven platform designed to revolutionise travel planning by offering personalised recommendations and streamlining the booking process.
Project overview
As Lead Product Designer, I led the team building the first version of the app from idea to launch, collaborating with a multidisciplinary team including designers, developers, QA’s.
My contribution
User expectations increased, requiring us to move beyond traditional UX.
Initially, we adhered to traditional UX principles, crafting a structured conversational prototype designed to handle edge cases.
However, early user testing indicated that the chat felt too rigid and frustrating. Users craved the conversational flexibility they were used to on platforms like ChatGPT but didn't want the burden of typing everything out manually.
We mapped conversations and streamline data capture.
To help developers understand the task at hand, we facilitated a conversation mapping workshop to plot out real-life conversations between travel agents and customers.
We were then able to map what data needed to be captured for the API to complete a booking and where to include potential UI to prevent users from manually entering information.
Trusting the AI to take the conversation where it needed to go.
Working with developers we crafted an AI prompt that allowed the conversation to flow in any direction whilst still capturing the required information to finalise a booking.
Then we incorporated traditional UI elements, such as date pickers and quantity steppers, to assist with streamlining the data entry required to complete a booking.
Personalised AI reshaped bookings, delivering speed and satisfaction.
Post-revamp, the feedback from testing was unanimous. Users loved talking to the AI and getting personalised recommendations.
We also noticed a dramatic improvement in the speed and effort that was needed to finalise a booking.
Adapting to evolving users needs in an AI-driven world.
This project showed how fast user expectations change when new technology arrives and how important it is to adapt quickly.
With the success of platforms like ChatGPT, users now expect to interact with any AI product similarly, while also maintaining the speed of traditional UI for data entry and sensitive information.