As we continue to scale, we have four design principles to guide our mission to help people holiday better and more often:
1. Stickiness
Consumers are shopping around as much as ever so we are having to reacquire them. By designing for stickiness, there is a significant opportunity to grow volumes and improve operating efficiency.
2. Choice
By designing for choice, we are increasing the breadth and depth of our offering, and the holiday wallet that we compete for. By adding more choice to our proposition, there is a significant opportunity to attract new customers to the brand and increase the number of customers booking more than one holiday in any given holiday year.
3. Peace of mind
Consumers want both the peace of mind, and the choice, value and flexibility of an online travel agent, so we are designing for peace of mind, for hiccup-free holidays to increase NPS and reduce churn.
4. Scale and automation
Our platform developments have accelerated significantly, with a principle that we design for 10x scale.
