VeloCity — Travel Booking Experience Redesign
End-to-end UX redesign of a multi-modal travel booking platform that reduced drop-off by 38% and increased mobile conversion by 2.1× within 90 days of launch.
Overview
VeloCity’s platform served 2M+ monthly users across 40 cities but suffered from a 61% mobile drop-off rate at the route selection step. We were brought in to diagnose the system-level UX failures and redesign the core booking flow from the ground up — while preserving the multi-modal transport model users loved.
Client
Gary Neville
Industry
Personal Branding
Duration
12 Weeks
Year
2025
The existing flow forced users to make 7 sequential decisions before seeing a price. On mobile, this meant 4–6 minutes of effort before any commitment. We used session recordings, funnel analytics, and 22 usability interviews to map exactly where — and why — users dropped off.
01
Funnel Diagnosis
Session analysis across 80,000 recordings identified route selection as the primary drop-off point — too many choices presented without smart defaults or context.
02
Flow Redesign
Rebuilt the booking flow around progressive disclosure and AI-suggested routes, reducing decision steps from 7 to 3 while surfacing personalized options first.
03
Conversion Impact
38% reduction in booking drop-off, 2.1× mobile conversion improvement, and a 19-point CSAT increase measured 90 days post-launch.
Outcome
The redesigned experience shipped to 2M+ users: 38% drop-off reduction, 2.1× mobile conversion lift, and a 19-point CSAT increase. The new flow became the template for the platform’s global expansion rollout.