top of page
Flexibility For Complex Travel Needs
Driving Growth With Multi PNR Solutions
Design lead on an ongoing project with continous experimentation. Collaborated in team with product, tech and business stakeholders.
The Missed Opportunity
The suspension of SaudiGulf Airlines caused an 11% drop in multi-airline ticket sales, creating a gap in the market for multi-leg roundtrip bookings with alternative carriers.
Round Trip Airline Share for Domestic GDS Travelers in 2022 vs. 2023
Hypothesis
Implementing multi-PNR functionality will offer customers the flexibility to book flights from multiple airlines within a single round-trip booking, differentiating Almosafer from airlines, thereby increasing round-trip share and revenue.
Main Feature Challanges
Potential increase in abandoned bookings with multi-airline roundtrips
User Confusion
Creating clear pricing structure for multi-airline bookings
Pricing Transparency
Coordinating with multiple airline systems & maintaining stability
Complex System Integration
Collaboration across business, product, engineering, and airline partners
Stakeholder Alignment
Design Strategy
The design approach for implementing multi-PNR functionality involved a combination of usability testing and competitor discovery to ensure a seamless and user-friendly experience
Competitive Discovery
We analyzed how competitors, such as OTAs & Meta Search Engines implemented multi-airline bookings
This helped us identify opportunities for differentiation, such as better visual explanations of pricing and terms for different airlines.
Research Approach
Three prototypes were tested with users focusing mainly on flow navigation & pricing comprehension
1/4
Impression Test
Remote Interviews
20 Users
Flow Navigation
Users were generally pleased with the new step-by-step approach, finding it intuitive and easy to follow
Pricing Comprehension
With inconclusive insights, we conducted an A/B test to evaluate three different pricing approaches for multi-PNR bookings
Solution & Impact
Due to the complexity of this feature and the cross-functional collaboration, it is planned to be phased out into two phases
Phase 1
Design Process on Domestic Flows
Pricing Logic
Three pricing variants were tested in the domestic booking flow, which was already structured in a step-by-step format and included a limited selection of airlines for users to mix and match
Phase 2
Design Process on International Flows
The step-by-step approach was set to be tested on the international booking flow, using the winning pricing logic from phase 1 to address and assess the final feature implementation
Learnings
Key Success Factors
As product designers, we understood that the project’s success relied on an iterative design process grounded in real user feedback. We emphasized the importance of managing the complexities of integrating various airline systems while maintaining a simple, intuitive user experience. By focusing on this balance, we ensured that technical challenges were addressed without compromising usability.
bottom of page