From both quantitative and qualitative observations, we knew that a large segment of our customers didn’t purchase during the same shopping session: 50% of purchases didn’t happen the same day as the initial quote. Also, consumers performed a number of travel planning activities away from Hotwire – from comparison-shopping to planning their trips with their spouses and families. We knew that 50% of all purchases had more than one traveler on the itinerary.

However, when a customer left Hotwire, we didn’t make it very easy for them to find the itinerary they looked at. It’s virtually impossible to share itineraries with another customer – unless copied and pasted into an email or instant message window.

I proposed to build a set of tools that address travel planning behavior – from helping customers share itineraries with their friends, to helping customers get back to that fare they saw yesterday, and finally adding a purchased itinerary to an electronic calendar. The tools would be integrated into the purchase path to address pre-purchase and post-purchase needs.

Selected work on the project

Skills

Done with my work at Hotwire?