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Experience worth sharing
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A Case Study
THE BRIEF
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Help connect potential customers with Kuoni’s Personal Travel Experts
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In a hugely competitive sector, one that is becoming increasingly faceless as more and more people purchase holidays online, Kuoni’s Personal Travel Expert offering is their key point of difference. Connecting customers to an expert in the destination of their choice, Kuoni will tailor a trip to ensure that they have the perfect holiday.
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Kuoni approached us to to create a new online experience that connects users to their Personal Travel Experts. Whilst the website needed to be useful and improve upon existing functionality, we also had to encourage users to find out more by heading to their nearest Kuoni store. In addition, it was important that the functionality wasn’t in any way pushy or distracting, but thoughtful, helpful and attentive.
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User experience
Web development
Project management
THE SOLUTION
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A smart, personalised tool that connects visitors to the relevant Kuoni team.
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The Personal Travel Expert Finder enables users to find advisors in their local area, send enquiries and book appointments. This way, people can go straight to the right person for advice on their dream destination, from Tokyo to Toronto.
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We designed the finder tool to be smooth and intuitive. It involved the creation of widgets which have been incorporated throughout the Kuoni site to direct users through to the Kuoni Personal Travel Expert page. Once there, users are connected to the Personal Travel Expert best suited to their needs. Every Kuoni team member has their own personal profile page which outlines their experience and areas of expertise to prospective customers.
“O&G created the Kuoni Expert Finder which is an integral part of our customer's experience. They’re always looking to add value and we really see them as an extension of our team.”
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Digital Executive — Kuoni
THE RESULTS
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Since its launch, over 255,000 people have made enquiries through the Personal Travel Expert Finder tool to connect with Kuoni advisors.
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