Hays Travel, the UK’s largest independent travel agent, has partnered with nordstar* as it reaches a major milestone in its tech transformation journey.
The collaboration has resulted in the launch of a bespoke mobile app designed to elevate the customer experience while improving operational efficiency and deepening brand loyalty.
Hays Travel sought to enhance its customer experience through a digital product that would seamlessly integrate with their existing systems and align with their long-term goals.
The challenge was to create an intuitive app that not only streamlined holiday management for customers but also acted as a cornerstone of their ambitious omni-channel strategy.
nordstar*’s involvement focused on three key areas:
- Customer Journey Mapping: By identifying pain points and opportunities across the customer lifecycle, nordstar* helped shape features that addressed the most meaningful customer touchpoints.
- Strategic Alignment: Ensuring that every feature supported Hays Travel’s broader goals, nordstar* created a product that resonated with both customers and internal stakeholders.
- Collaborative Delivery: From supporting user testing to refining features based on feedback, nordstar* played a critical role in optimising the app for the launch.
The result is a sleek mobile app – now live on the App Store and Google Play – that offers secure payment options, centralised travel documents, real-time trip countdowns, and the ability to book extras, such as airport parking and car rentals.
The app has redefined how customers interact with Hays Travel, providing a seamless and engaging way to manage their holiday plans. By delivering an experience that exceeds customer expectations, the app has become a powerful tool for building brand loyalty and driving operational efficiency.
Dame Irene Hays, Chair of Hays Travel, said: “Working with digitaltravel.io and nordstar*, we were able to align our goals with their expertise to deliver a first-class digital product.
“nordstar*’s focus on mapping the entire customer journey was instrumental in shaping the app’s features, targeting the most impactful touchpoints. The result is an app that not only exceeded our expectations but also lays the groundwork for future innovation.”
With the app live and thriving, Hays Travel and nordstar* are now working on the next phase of development. Upcoming features will focus on enhancing customer engagement and introducing new functionality to make the booking and travel process even more effortless.
