When a heritage travel brand needed to go digital-first

House of Travel came to us with a classic challenge: how do you transform a 35-year-old travel brand for the digital age whilst keeping the personal service that built their reputation?

01 The Challenge

House of Travel's customers were increasingly booking online, but their digital experience felt disconnected from the personalised service they were known for. The existing platform couldn't deliver the tailored recommendations and seamless booking flow that modern travellers expected, whilst their consultants struggled with outdated tools that made providing great service harder than it should be.

02 How We Approached It

We started by understanding what made House of Travel special: their consultants' expertise and personal relationships with customers. Rather than replace this human touch, we designed the digital experience to amplify it.

The approach focused on creating seamless handoffs between digital and human touchpoints. We mapped every customer journey to identify where personal expertise added the most value, then built the digital experience to guide customers naturally to those moments.

03 What Made It Special

Most travel platforms try to automate everything. We took the opposite approach, using technology to make human expertise more accessible and valuable. The platform we built doesn't just process bookings; it learns from consultant interactions to improve recommendations for future customers.

04 The Reality

We delivered a platform that genuinely enhanced both the customer and consultant experience. The new booking flow guides customers through complex travel decisions whilst capturing their preferences for consultant follow-up.

The result was improved conversion rates across their digital channels, with customers finding the right travel options faster than before.