Discovery Phase—

Customer Care Interviews: We initiated the project by interviewing the customer care team to identify top reasons for customer queries and understand the emotional impact on users when they contact support.

On-Site Customer Interviews: Engaging directly with customers in their travel environment, we conducted in-depth interviews to grasp their experiences, especially regarding travel documents.

Analyzing Hotjar Recordings: Leveraging Hotjar, we scrutinized user behavior through recordings to gather insights and pain points encountered during their interactions with the platform.

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