Travelling between two worlds
The goal was clear: elevate the customer experience without losing the human touch. Unlike competitors focused on full automation, House of Travel sought to amplify its strengths by connecting customers with expert agents more quickly and seamlessly. The solution had to be elegant and functional, emphasising the capture of leads rather than facilitating end-to-end digital bookings.
But challenges arose. The new platform needed to:
Attract both deal-seekers and high-value customers looking for curated experiences.
Simplify lead capture while supporting the complexity of multi-stop, highly customised itineraries.
Build trust in a digital space while driving customers toward agent interactions.
Tradition meets transformation
JOURNEY was brought on board to reimagine House of Travel’s digital presence. Guided by the Solve & Evolve™ methodology, the team began with an in-depth analysis of customer personas and business goals.
The most significant tension was balancing House of Travel’s deeply human-centric approach with the expectations of today’s digital-savvy travellers. The solution required intuitive design and innovation in capturing leads and handing off to agents.
A platform for modern travellers
House of Travel’s new digital platform launched with a clear purpose: to blend inspiration with functionality while ensuring a seamless handoff to human agents. Key features include:
Simplified lead capture: Customisable forms that adapt to each user’s needs, from high-level enquiries to detailed trip requests.
Agent-first design: Information captured online feeds directly into agent workflows, ensuring a smooth customer handover.
Elegant aesthetics: Soft, curved design elements and intuitive navigation reflect House of Travel’s premium brand while maintaining accessibility.
Segmented experiences: Tailored pathways for deal-seekers, cruise enthusiasts, and high-value customers planning bespoke holidays.
A platform taking off
Since its launch, the platform has delivered a significantly improved experience for both customers and agents:
Streamlined processes: Leads are routed to agents with more precision, reducing unnecessary back-and-forth and enabling agents to focus on delivering exceptional service.
Enhanced customer experience: Feedback highlights the platform’s ease of use, particularly for customers seeking personalised travel experiences.
Strengthened brand positioning: The new digital experience reflects House of Travel’s reputation for curated, high-quality service while meeting modern travellers' expectations.
The best of both worlds
For House of Travel, this platform is just the beginning. As the travel industry evolves, the company will focus on blending human expertise and digital innovation. House of Travel has set a new benchmark for curated travel by modernising while staying true to its roots.
Travelling between two worlds
The goal was clear: elevate the customer experience without losing the human touch. Unlike competitors focused on full automation, House of Travel sought to amplify its strengths by connecting customers with expert agents more quickly and seamlessly. The solution had to be elegant and functional, emphasising the capture of leads rather than facilitating end-to-end digital bookings.
But challenges arose. The new platform needed to:
Attract both deal-seekers and high-value customers looking for curated experiences.
Simplify lead capture while supporting the complexity of multi-stop, highly customised itineraries.
Build trust in a digital space while driving customers toward agent interactions.
Tradition meets transformation
JOURNEY was brought on board to reimagine House of Travel’s digital presence. Guided by the Solve & Evolve™ methodology, the team began with an in-depth analysis of customer personas and business goals.
The most significant tension was balancing House of Travel’s deeply human-centric approach with the expectations of today’s digital-savvy travellers. The solution required intuitive design and innovation in capturing leads and handing off to agents.
A platform for modern travellers
House of Travel’s new digital platform launched with a clear purpose: to blend inspiration with functionality while ensuring a seamless handoff to human agents. Key features include:
Simplified lead capture: Customisable forms that adapt to each user’s needs, from high-level enquiries to detailed trip requests.
Agent-first design: Information captured online feeds directly into agent workflows, ensuring a smooth customer handover.
Elegant aesthetics: Soft, curved design elements and intuitive navigation reflect House of Travel’s premium brand while maintaining accessibility.
Segmented experiences: Tailored pathways for deal-seekers, cruise enthusiasts, and high-value customers planning bespoke holidays.
A platform taking off
Since its launch, the platform has delivered a significantly improved experience for both customers and agents:
Streamlined processes: Leads are routed to agents with more precision, reducing unnecessary back-and-forth and enabling agents to focus on delivering exceptional service.
Enhanced customer experience: Feedback highlights the platform’s ease of use, particularly for customers seeking personalised travel experiences.
Strengthened brand positioning: The new digital experience reflects House of Travel’s reputation for curated, high-quality service while meeting modern travellers' expectations.
The best of both worlds
For House of Travel, this platform is just the beginning. As the travel industry evolves, the company will focus on blending human expertise and digital innovation. House of Travel has set a new benchmark for curated travel by modernising while staying true to its roots.
Travelling between two worlds
The goal was clear: elevate the customer experience without losing the human touch. Unlike competitors focused on full automation, House of Travel sought to amplify its strengths by connecting customers with expert agents more quickly and seamlessly. The solution had to be elegant and functional, emphasising the capture of leads rather than facilitating end-to-end digital bookings.
But challenges arose. The new platform needed to:
Attract both deal-seekers and high-value customers looking for curated experiences.
Simplify lead capture while supporting the complexity of multi-stop, highly customised itineraries.
Build trust in a digital space while driving customers toward agent interactions.
Tradition meets transformation
JOURNEY was brought on board to reimagine House of Travel’s digital presence. Guided by the Solve & Evolve™ methodology, the team began with an in-depth analysis of customer personas and business goals.
The most significant tension was balancing House of Travel’s deeply human-centric approach with the expectations of today’s digital-savvy travellers. The solution required intuitive design and innovation in capturing leads and handing off to agents.
A platform for modern travellers
House of Travel’s new digital platform launched with a clear purpose: to blend inspiration with functionality while ensuring a seamless handoff to human agents. Key features include:
Simplified lead capture: Customisable forms that adapt to each user’s needs, from high-level enquiries to detailed trip requests.
Agent-first design: Information captured online feeds directly into agent workflows, ensuring a smooth customer handover.
Elegant aesthetics: Soft, curved design elements and intuitive navigation reflect House of Travel’s premium brand while maintaining accessibility.
Segmented experiences: Tailored pathways for deal-seekers, cruise enthusiasts, and high-value customers planning bespoke holidays.
A platform taking off
Since its launch, the platform has delivered a significantly improved experience for both customers and agents:
Streamlined processes: Leads are routed to agents with more precision, reducing unnecessary back-and-forth and enabling agents to focus on delivering exceptional service.
Enhanced customer experience: Feedback highlights the platform’s ease of use, particularly for customers seeking personalised travel experiences.
Strengthened brand positioning: The new digital experience reflects House of Travel’s reputation for curated, high-quality service while meeting modern travellers' expectations.
The best of both worlds
For House of Travel, this platform is just the beginning. As the travel industry evolves, the company will focus on blending human expertise and digital innovation. House of Travel has set a new benchmark for curated travel by modernising while staying true to its roots.
