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KUONI UK

A leading long haul tour operator in the UK market. Kuoni specialises in luxury and tailor-made travel. They are renowned for delivering excellent customer service.

THE OPPORTUNITY

Kuoni put the expertise of their Personal Travel Experts (PTE) at the heart of what they do, pairing customers with the right PTE to deliver their perfect holiday.

Late 2017, recommended by the Strategy Director, Clare was put in contact with the CEO to discuss a new idea he was forming; ‘off-the-shelf tailor-made online'.

Looking to capture a gap in the market, he wanted to bring Kuoni’s service and expertise to the ‘web first’ customer.

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“Clare’s approach to understanding the customer journey and buying process I wanted to deliver with Meraki was excellent. She collaborated really well with us to understand it, then translated it clearly to the technical teams involved. She was an asset in getting the idea out of my head and turning it into something we could build upon”
— Derek Jones, CEO Kuoni
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WHAT WE DID

During the discovery phase, we worked with product specialists to map the customer journey with the product components. We formed a map of how the two could work together online. Working with Kuonis’ technology team, we then translated this into interactive wireframes.

Through several iterations of wireframes we identified the critical elements needed to get this idea online:

  • The concept

  • The products

  • The User journeys

  • The administration workflows

  • The technology challenges

Illustrating those elements through interactive wireframes, we developed the customer journeys, business rules and project requirements for Kuoni to take into development.

The interactive wires enabled their technical teams to clearly define what development was needed in new and existing systems to make this happen.

Within a year, the first iteration of www.merakitravel.co.uk was launched. An intuitive website that makes complex tailor-made trips fun to plan and customise, with an easy to book online experience. The website successfully captured the target demographic, driving online bookings within the first 3 months.

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