BOOKING JOURNEY AUDIT
GO THROUGH THE JOURNEY AS YOUR CUSTOMER DOES.
We review the journey from first decision to book through to confirmation — looking at every step along the way.
PROJECT SERVICE
CUSTOMER JOURNEY
FIND THE FRICTION. FIX THE JOURNEY.
Getting customers to your website is one thing. Getting them to book is another.
WHY CUSTOMER JOURNEY?
WHERE DOES THE JOURNEY BREAK DOWN?
You might have the traffic.
You might have the right product.
You might even have a great website.
But somewhere between “I'm interested” and “I'm booking”, something is getting in the way.
We follow the journey from the customer's point of view — looking at what they're seeing, what they're being asked to do and where they might hesitate or drop out.
Find the problem. Understand why it's happening. Work out what to fix.
WHAT WE CAN DO
FIND THE FRICTION. FIND THE OPPORTUNITIES.
Every booking journey has its own problems.
Sometimes they're obvious. Sometimes they're buried in the detail.
We look at the points that matter and give you a clear view of what's getting in the way.
01 02 DROP-OFF ANALYSIS
FIND WHERE CUSTOMERS ARE LEAVING.
We identify where customers are dropping out and use the available data to understand where the biggest problems may be.
03 FRICTION SCENARIOS
SEE WHERE THE JOURNEY STARTS TO BREAK DOWN.
We look at the moments that can create doubt, confusion or hesitation — from unclear information to too many steps.
04 CUSTOMER QUESTIONS & BARRIERS
FIND OUT WHAT'S HOLDING PEOPLE BACK.
What do customers need to know before they're ready to book? We identify the questions, concerns and information gaps that could be getting in the way.
05 BOOKING FLOW & UX REVIEW
MAKE BOOKING EASIER.
We look for unnecessary steps, confusing choices and anything else making the booking process harder than it needs to be. Make it easier for the customer to say yes.
06 CONVERSION OPPORTUNITIES
TURN MORE INTEREST INTO BOOKINGS.
We identify practical changes that could help more customers move from interest to action.
07 FIX PRIORITIES
KNOW WHAT TO FIX FIRST.
Not every problem deserves the same attention. We prioritise the changes that matter most, so you know where to focus.
08 ACTION PLAN
KNOW WHAT TO DO NEXT.
You get clear recommendations showing what needs to change, why it matters and what to tackle first.
WHAT YOU'LL HAVE AT THE END
A CLEARER JOURNEY. A CLEARER PLAN.
You'll know:
- Where customers are dropping out
- What's causing friction
- What questions aren't being answered
- Where the biggest opportunities are
- What needs fixing first
No long list of problems. Just a clear view of what needs to happen next.
BUILT AROUND YOUR NEEDS
FOCUS ON THE PART OF THE JOURNEY THAT MATTERS. You might need us to review the whole journey. Or you might already know where the problem is and want us to focus on one particular stage. We'll agree the scope upfront and focus on finding the issues that can make a difference. Tell us where you think customers are getting stuck. We'll help you find out why.