Unknown Story
Süžeeskeem Tekst
- User at Home Contemplating Vacation Need
- when will we ever be able to take a safe vacation?
- Expedia Covid Safe Trip Finder Experience Page
- Trip Finder Question Experience
- While watching TV, user hears that Expedia can help her find Covid Safe vacations. She has been wondering when she will ever take a vacation that she can feel safe on since she is a high-risk population member. She decides to look into this new feature she heard about.
- Trip Recommendation Results Chat Assistance
- She picks up her iPad and types Expedia.com/CovidConcierge into her browser where she sees the welcome screen and call to action to complete the Travel Finder Quiz.
- Personal 1:1 Conversation with Concierge Member Badge Review
- This badge means they have top air purification standards, which you said was important to you.
- She is prompted to answer simple questions about the kind of vacation she might like to go on. Questions like what kind of environments, activities and budget she has for her potential travel.
- User Books Travel and Feels Relieved and Excited
- I can't believe I found a vacation so easily! Can't wait!
- She is provided with several options ranks based on fit to her specific wants and needs. She still feels a bit unsure and has a few more questions. After no engagement activity on the page, a proactive chat box appears offering to initiative a personal chat or Facetime call with a Covid Safe Trip Concierge member.
- Need help? Let's chat!
- She speaks with the agent and asks a few more questions. He helps explain some of the options and explains the badging system she sees on her results page. She learns and appreciates the visual icons that convey the level of adherence to Covid protocols along with other important details like cleanliness of facilities that are important to her condition.
- She decides to book her travel after feeling reassured by the personalized experience she had on Expedia. She places her booking, receives a confirmation itinerary completed with local medical information for her stay. She is reassured, confident and exiting for this well needed vacation!
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