The document discusses the importance of user feedback in creating a successful digital roadmap for a travel services company, emphasizing customer satisfaction and usability issues. It includes insights from customer surveys and specific feedback about website navigation, particularly relating to finding free child places. The document outlines steps for prioritizing customer needs and feedback in the development process.

1. 1
Defining a Successful
Digital Roadmap with
User Feedback
Marc Worrall
General Manager Digital Services

2. 18,000 people Exclusivity
650 stores 11 million
23 UK Airports 35 Destinations

3. • Thomson
• First
Choice
• Falcon
• Crystal Ski
• Thomson Airways
• 3rd Party Airlines – Easy jet, Thomas Cook,
Norwegian
• Sensatori
• Holiday
Villages
• Sensimar
• TUI Discovery 1 & 2
• Thomson Dream
• Thomson Celebration

4. 4

5. 5

6. • Online Customer
Feedback
• Campaign Surveys
• Customer Satisfaction
• Data

9. Software Issues
Customer Struggles - Usability
Customer - Requirements
Manage Incidents – Customer
Communications

10. 1010
Survey’s & Campaigns

11. Cruise Exit Survey

13. Angry
11%
Sad
7%
Neutral
17%
Happy
44%
Love
21%
How was your website experience? – per rating

14. How likely are you to recommend us to your friends or family?

15. TUI GROUP | Group Marketing | PowerPoint Template | June 2015
Defining and Agreeing the
Roadmap

16. How we prioritise
Customer
Satisfaction &
Feedback
Business
Value
Brand
Legal

18. TUI GROUP | Group Marketing | PowerPoint Template | June 2015

19. 1919
“It is really not
easy to easily
identify where free
child places are
available.”
“I would like to see a
filter choice on 'Free
Child Places' instead
of having to scroll
through all the hotels
looking for them”
“great website - easy to
find my way around. but
plenty of practice as I'm
always looking. One
thing I do struggle with
is finding FREE child
places”

20. 20
FREE CHILD PLACES STILL
AVAILABLE FOR SUMMER 17
WHO’S GOING ON HOLIDAY?
13
1 59
WHEN WOULD YOU LIKE TO GO?

21. 21

22. 22
Further Integrations

23. 23

24. 24

25. 2525
Web Hero Banners

26. 2626
Thank you very much.