Reorganized a fragmented global travel experience into one task-oriented service hub

Role

Senior UX Designer, UX Researcher & UI Designer

Focus

Information architecture, service design, task-oriented content strategy

Tools & methods

Content audit, sitemap, journey mapping, wireframes, SharePoint, Microsoft Forms

Overview

A global employee travel service had accumulated fragmented content, unclear navigation, outdated guidance, and disconnected support channels. Employees had no dependable starting point for understanding what to do before, during, or after business travel. I led the information architecture and experience design for a task-oriented service hub that brought process guidance, booking access, travel resources, and support into one coherent service. I designed the full experience myself, from wireframes through the support workflows.

The challenge

The site reflected how information was owned and stored, not how employees completed travel tasks

Users needed to understand prerequisites, approvals, location-specific requirements, booking systems, support paths, and follow-up actions in one place

Scattered guidance and generic contact channels increased uncertainty and unnecessary support requests

The new experience needed to work as a modern, mobile-responsive global service

My approach

01Content and ecosystem audit

I reviewed the existing content landscape and supporting travel materials to understand duplication, page sprawl, missing guidance, and disconnected entry points.

02Task-oriented information architecture

I grouped content according to user intent, simplified labels, defined navigation categories, and developed a sitemap that became the structural foundation for the redesigned hub.

03Journey and service design

I organized the travel experience around practical stages: planning, approvals, booking, traveling, completing travel, and getting support. Then I translated fragmented procedural information into a visible, step-by-step guidance experience.

04Support workflow and wireframing

I designed categorized support forms that captured the context behind common issues, then produced the full set of wireframes: booking, trip planning, travel information, warnings, services, support, issue reporting. I checked the structure and terminology directly with subject-matter experts.

Key deliverables

Content inventory and audit

Task-oriented sitemap and navigation model

End-to-end travel journey

Guided self-service process design

Support and issue-reporting flow designs

Full page wireframes and experience concepts

Selected artifacts

The screens and diagrams below are redrawn with neutral labels and synthetic data to protect confidential specifics. They're recreations, not real screenshots — the structure and logic shown are accurately represented.

Welcome back

Find the guidance, resources, and support to manage your business trips.

Start booking now

Let's start your journey

New here? Book your trip in a few simple steps

Follow the steps below so your reservation goes smoothly and stays within policy.

Before you start…

Review the global travel policy and any visa requirements for your destination before booking.

Policy & standardsVisa services

Synthetic recreation

Hub homepage — a single starting point for guidance, booking access, and support before, during, and after a trip.

North America

Travel Resources

Want to travel? Find the steps and resources to book your trip.

Travel restrictions, risks & alerts

Corporate booking system

Reserve flights, hotels, and ground transport in line with policy.

Booking portal

Passenger

Jane Doe

Flight · Seat

F3933 · 7A

Gate

D12

Synthetic recreation

Region-specific booking flow, consolidating trip approvals, alerts, and the corporate booking tool in one place.

Travel Documents

Need a visa or passport for this trip? We can help you get started.

Reference your account with our documentation partner to unlock discounted processing rates.

Passport services

Country-specific renewal and application guidance, plus a direct line to our documentation partner.

Synthetic recreation

Visa and passport support — one of several vendor-specific services folded into the guided experience.

Help Center

Welcome to the Center

Travel Help

Quick answers to the questions we hear most, plus a direct line to support.

FAQ's

I'm having trouble accessing the booking tool — how do I get in?

How do I change or cancel a trip I've already booked?

Synthetic recreation

FAQ-driven help center replacing scattered support inboxes, built around the questions that generated the most tickets.

Want a closer look at the real work? Get in touch.

Outcome

The hub recorded more than 364,000 visits in its first 90 days after launch. The guided booking section alone pulled in more than 6,000 visits in that period and turned out to be the most-used part of the hub. Support inquiries dropped too, a real, noticeable drop, though we didn't track it as an exact percentage.

What this demonstrates

Enterprise-scale information architectureContent strategy and service designUI design and wireframingCross-functional facilitationMeasured post-launch adoption

What I'd validate next

If I revisited this today, I'd want to instrument the support-inquiry reduction directly instead of relying on a qualitative read. I'd tie ticket volume by category to the guided sections that replaced them, to see exactly which parts of the hub are doing the deflecting.

Have a similar problem?

If a product's structure has stopped matching how people actually use it, I'd genuinely love to hear about it.

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