Information Architecture for booking confirmations and tickets

Background

Apollo and its sister company Falk Lauritsen send hundreds of thousands of tickets and booking confirmations each year, both via email and printed copies. The old documents were hard to understand and also generated a lot of support requests. They also lacked possibilities for “up sale” promotions.

About the project

Working agile, Johan came up with a new concept and information architecture for both the booking confirmations and tickets. The new emails and PDFs were much easier to read and understand, and they also contained “up sale” promotions. The new templates could also be used for all of Apollo’s different travel products which lowered costs for development and administration.

Result

Customers could more easily read and understand important travel information which resulted in less support requests. The company not only saved money, they also earned more thanks to the “up sales” promotions included in the emails.