Round the
World Experts

We helped Round the World Experts (part of Flight Centre), design a new responsive website to inspire and engage customers looking for travel and holiday ideas.

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Inspiring and engaging customers looking for travel and holiday ideas

Flight Centre is one of the world’s largest independent travel retailers with over 1,700 stores. Round the World Experts (RTWE) is one of its niche brands specialising in tailor-made, multi-stop travel experiences.

RTWE asked us to design a digital experience for prospects and customers which would provide a richer and more valuable experience for customers, providing them with a digital platform from which to explore and seek inspiration for a tailor-made travel itinerary.

Our process

We began by immersing ourselves in the world of RTWE. Speaking to customers and their travel consultants, we helped them to focus on the needs of their target market and what they wanted from an online travel planner. This helped inform a digital vision for the brand and set the design direction for the online experience.

Design iteration process with annotations.

Our research showed that most people started the planning of their holiday with a list of some kind, usually written on paper, collated from a number of resources and websites. This was important insight for designing planning tools and informed the design of ‘Trip List’.

Round the World optimal imagery and content selection process.

‘Trip List’ enables visitors to the website to collect items which interest them, such as locations and experiences, as they navigate the site. They can have multiple lists, and move items between lists. Uniquely to the travel industry, they are also able to add items from external websites, including other trip advisors. This not only keeps customers coming back to the site, but will also help RTWE experts tailor a better holiday for their customers.

The outcome

The site also fuses the online and offline experience. When customers contact the RTWE team via the online form, or by requesting a call back, RTWE can see that customer’s Trip List and can also see where they have clicked on the website. This better equips call centre staff with information about the customer and creates a cohesive experience.

A cohesive experience

Understanding traveller booking behaviours, motivations and concerns allowed us to design an online experience which is more engaging and provides greater value for users.

Round the World Experts desktop deliverable including core features.