Hays Travel are the UK’s largest independent travel agent. More than 40 years’ experience and almost 500 high street branches, they required a website to support the High Street branches.
Website design
User research
UI
UX
Wireframes
Prototypes
Figma
Illustrator
Photoshop
The Hays Travel website faced issues with unclear navigation, slow load times, and limited mobile optimization. Inconsistent design, weak personalization, and accessibility gaps made it harder for users to find and book travel deals efficiently.
Issues identified included:-
During the design of The Calm Harm app the redesign prioritized maintaining user anonymity while enhancing data insights for future development. A co-creation process involving stem4, young people, parents, teachers, and clinicians guided strategic decisions, ensuring a user-centered experience. Teen engagement sessions shaped the UI, including the addition of mascots to support self-management.
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Users need a simple and intuitive way to search for destinations, flights, hotels, and holiday packages, with clear pricing and availability.
Users expect tailored suggestions based on their preferences, previous searches, and budget.
The website should be designed for mobile first, the majority of users explore the existing site using their phone
Users need reassurance that their bookings and payments are secure, with clear policies on refunds and cancellations.
Integration of chatbots, FAQs, and support channels should reduce the strain on customer service teams while improving response times.
Users can't book a holiday online, so the website should direct the user to a branch or by telephone
Many users browse and book via mobile devices, so a responsive and fast-loading website is essential.
Users appreciate filters for budget, dates, accommodation type, and additional preferences like all-inclusive or family-friendly options.
The website should showcase customer testimonials, ATOL protection, build credibility and encourage repeat business.
Opportunities to upsell travel insurance, excursions, and add-ons should be seamlessly integrated into the user experience.
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Prototypes ranged from low-fidelity wireframes to interactive high-fidelity designs, this allowed me to explore functionality, usability, and user interactions. This phase was crucial for identifying potential issues, gathering user feedback, and iterating on designs to ensure they effectively meet user needs. By testing prototypes early, I could make informed decisions, reduce development risks, and create more user-centered product.
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The first release of the app was a great success, since then the app has been developed and addtional activities and functionality has been added.
93%
of users have reported a reduction in the urge to self-harm after completing an exercise
3 Million users
Users from to 3 million (Feb 2024)
those that have used the app more than once to manage their urges. At 63.7% there are 512,605 returning users.