Enhancing CTM’s Travel Platforms Through Focused Assessments

Corporate Travel Management (CTM) sought to elevate their digital experience across multiple global regions. Faced with usability challenges and inconsistent platform performance, they engaged us to conduct a comprehensive assessment focused on improving the customer experience through heuristic reviews and a thorough technology stack evaluation.

CTM’s digital platforms, including their travel booking portals and mobile applications, exhibited significant usability issues and inconsistencies across regions. These challenges hindered the user experience, making it difficult for business travelers to efficiently plan and book trips. Additionally, CTM needed a clearer understanding of the technical barriers impacting their digital performance and scalability.

The Approach

Our team conducted a Digital Experience Health Check that combined both heuristic reviews and technical assessments to identify key areas for improvement:

• Heuristic Review: We performed a detailed usability review across CTM’s regional digital properties, focusing on critical user tasks such as booking flights, hotels, and cars. This review helped identify usability issues, inconsistencies, and pain points that were impacting the user experience.
• Technology Stack Assessment: We evaluated CTM’s technology stack to ensure it was capable of supporting their digital properties effectively. This included assessing the performance, scalability, and security of the platforms, as well as identifying any technical debt or inefficiencies.
• Digital Maturity Analysis: We conducted a digital maturity assessment to benchmark CTM’s current capabilities against industry standards, providing insights into areas where they could improve their DevOps processes, scalability, and customer experience.

The Result

• Enhanced Usability: Identified and prioritized usability improvements that could be implemented quickly, resulting in a more intuitive and efficient user experience for CTM’s customers.
• Strategic Technology Recommendations: Delivered actionable recommendations for optimizing the technology stack, including improvements in performance, scalability, and security, which were critical for supporting CTM’s global operations.
• Roadmap for Digital Improvement: Provided a clear, phased roadmap for addressing both short-term and long-term digital enhancements, ensuring that CTM could continuously improve their digital platforms.
• Improved Customer Experience: The combination of usability enhancements and technical optimizations led to a more cohesive and satisfying experience for users across all CTM’s digital channels.