The Challenge

Costco Travel offers Costco members the ability to explore and book a wide selection of travel products online, including vacation packages, theme park experiences, cruises, accommodations, and rental cars.

Costco Travel engaged Centralis to overhaul its existing site by streamlining the process of booking complex itineraries, with the goal of increasing both conversion rates and customer satisfaction.

The Process

Centralis began by evaluating the current site through usability testing with Costco Travel customers. We also conducted interactive focus groups among experienced travelers to explore their needs and preferences when planning and booking travel online.

With this foundational research as our guide, Centralis created flexible vacation package and cruise booking templates which illustrated a new direction for the Costco Travel site. We created a clickable prototype suitable for usability testing, optimized the design based on user feedback, and delivered our final designs to Costco Travel for implementation.

The Impact

Centralis’ updated designs allowed travelers to customize every aspect of their trip quickly and easily.

We paired our foundational research and usability testing with a deep understanding of Costco’s business needs and designed a solution that fit vacationers as well as the business.

Centralis gave Costco Travel the confidence they needed to embark on a multi-phased development effort to roll out the new website.