Consolidating a travel agent’s work through Helloworld Nexus

The Challenge

Helloworld, one of Australia’s leading integrated travel service providers, approached Praxis with the idea for Nexus. By consolidating outdated systems into a modern interface, Nexus aims to leverage travel agent expertise to provide customers with a compelling booking experience to rival industry disruptors. The key objective was to improve efficiency for agents by automating routine operations, providing accelerators and collecting customer data to deliver value add experiences for customers.

A two phase approach

A two phase approach

The project was divided into two clear phases. A needfinding phase developed a deep understanding of work practices, goals and pain points of travel agents. An iterative design phase enabled rapid generation of concepts, testing user experience and validation of the interface and flow across six agile sprints.

Ethnographic research with travel agents

Ethnographic research with travel agents

Rapid prototyping in design workshops unpacked requirements based on user research insights and technical limitations. User interfaces were quickly developed from low fidelity wireframe sketches to high fidelity screens, with a breadth of states for handover to developers.

Agile design sprints

Agile design sprints

Rapid prototyping in design workshops unpacked requirements based on user research insights and technical limitations. User interfaces were quickly developed from low fidelity wireframe sketches to high fidelity screens, with a breadth of states for handover to developers.

Concept validation

Concept validation

Praxis worked closely with subject matter experts to review and validate iterations and interaction design concepts. Concept testing with agents was an integral part of each sprint cycle to validate the end user experience.

“This is a dream come true - Nexus has everything I need in one place to make my job easier and provide a better service to my customers.”

User interface

Numerous consolidated services

80 different states