Creating backlog

Despegar.com is LATAM's leading travel agency. The Suppliers team optimized the back-office system used by partner brands, with a focus on the Car Rental product. The initiative combined data analysis (600+ reviews, Google Analytics, call center surveys) with cross-functional workshops (50+ participants across five business verticals) to map the end-to-end user journey and align all CARS UX teams around shared metrics.

Product Iteration

Year

'19-'20

Client

Despegar.com

Service

Product Design

Despegar.com is LATAM's leading travel agency. The Suppliers team optimized the back-office system used by partner brands, with a focus on the Car Rental product. The initiative combined data analysis (600+ reviews, Google Analytics, call center surveys) with cross-functional workshops (50+ participants across five business verticals) to map the end-to-end user journey and align all CARS UX teams around shared metrics.

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Challange

A measurable NPS drop between purchase (73.5) and post-trip (61.2) revealed a disconnect in the customer experience. The main pain points were reservation failures (18.5%), unexpected extra charges (15.7%), and unclear insurance policies (13.8%), compounded by a lack of alignment across teams to address them.

Outcomes

+25% NPS improvement through targeted design and process changes

−35% customer service contacts related to pickup issues after redesigning insurance information
+40 user stories generated from the discovery process, translating complex business requirements into intuitive solutions
Stronger cross-team alignment through shared tracking metrics across all CARS UX teams

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Previous project

Improving the search component

Creating backlog

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