Hopper
Background
Hopper is a travel booking app that’s been around since 2007. They’re the #1 most downloaded travel app in North America and they’ve cooked up some of the most beloved features in the space.
They’re pioneers.
They’ve invented price prediction technology, price freeze features, and productized a handful of services in the travel insurance space.
In mid 2022, Hopper approached Full Nelsen to help add a new valuable feature set to their core offering - the multi-city flight purchase path.
Problem
Working closely with Hopper Product Leadership, we learned there was an unfilled market opportunity. Turns out, Expedia handles multi-city fares, but doesn’t have the technology to make their inventory competitively priced.
And Kayak, Skyscanner, and Google Flights offer the price advantage, but make the user go to multiple sites to purchase and coordinate the trips.
Nobody had a great solve. And this multi-city customer is much more likely to purchase ancillary products and services. It was clear what they should do, but there were no resources in house earmarked to tackle it.
What Happened
We went “idea shopping,” studying every competitor site that offered something similar - from booking sites to travel planning apps. We immersed ourselves in the current design system and flows - creating a variety of solves for engineering to weigh in on.
We designed good, better, and best flows - each with progressive degrees of more engineering lift. (And smoother customer experience)
We carved out a path of least resistance / best delivery of customer value, working mainly with the current components and design system to get the solution to market as fast as possible.
Results
After many wins and proof that there was a solid market to address here, the multi-city experiment earned an open requisition and Hopper staffed a proper design resource.
But it wasn’t goodbye.
Like most of our engagements, we were then introduced to another emerging business unit to get them off the ground.
We’re currently designing and supporting tests building out the Hopper Ads Platform, having a blast with a whole new set of PMs and engineers tasked with creating a new revenue stream.
Case Studies
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