YHA - Friction free booking

We revolutionised journeys across platforms to give customers an effortless experience.

Pinpointing breakages

YHA, formerly known as the Youth Hostel Association, has undergone a massive rebranding exercise, including a comprehensive website overhaul. We were engaged to identify and fix the fundamental breakages that were having a long-term effect on the customer journeys through the site.

Making the journey effortless

We created a roadmap for the new site to appeal to YHA’s key audience base, segmenting hostels based on customer interests and inspiring them to change their behaviour, take action and increase their booking value. We also added new functionality to features that were previously responsible for high drop-out rates.

Making the journey effortless

We created a roadmap for the new site to appeal to YHA’s key audience base, segmenting hostels based on customer interests and inspiring them to change their behaviour, take action and increase their booking value. We also added new functionality to features that were previously responsible for high drop-out rates.

Streamlining services

Once beta testing was complete, we embarked on an optimisation programme to further increase online sales and reduce reliance on YHA’s call centre. Comparing a trading week to the same period, online booking conversions increased 24% and revenues boosted 39%. This represents an incremental rise of £64,500.

39%

Boosted revenue

24%

Online bookings increased

£64,500

Rise in revenue