2025
Travel Agency – Confidential
UX reseach
UX design
Know More
How We Helped a Luxury Travel Agency Move Faster, Feel Modern, and Stay Human in the Age of AI
A leading luxury travel company faced a sudden flood of new trip requests after a successful website relaunch. But their internal tool for creating, sharing, and tweaking travel itineraries was clunky, outdated, and slowing everyone down. It could take days just to assemble a single itinerary, and even then, clients received basic PDFs they had to print and juggle while traveling. The backlog started costing real revenue and it was clear something had to change.
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Fewer Rescheuling Calls
In 12 weeks during the MVP pilot
0+
0+
Questions Answered In App
AI Assitant deflected routine desk asks
0%
0%
Stakeholder In the Know
At every step in the process
My Role: Bridging Strategy and Delivery for Two Core Products
My Role: Bridging Strategy and Delivery for Two Core Products
🟥 Product Manager for two MVP streams within the tech infrastructure of the client's business
🟥 Led discovery workshops to dig into the requirements and align them to a right-sized MVP
🟥 Managed a team of over 20 including BAs, UX, devs, QAs, and devops engineers
🟥 Ensured alignment with MVP and the larger goals of the business
Discovery: Balancing Big Vision with Real Constraints
Discovery: Balancing Big Vision with Real Constraints
We kicked off with deep discovery: stakeholder interviews, live workshops, and plenty of “why do we do it this way?” moments. The scope was ambitious, but so was the budget—$8M for both products combined. I prioritized ruthless alignment on must-haves, so we could deliver an MVP quickly and then learn, iterate, and expand.
All the while, the market was shifting: AI-driven booking and planning tools were threatening to cut travel advisors out of the process entirely. We couldn’t ignore this. So, instead of a full pivot (which would have killed the budget and timeline), we started integrating AI ourselves—building for today, but leaving the door open for tomorrow.
Solution
Solution
AI-Powered Lead Qualification and Email Drafting: We mined Salesforce for the best agent-client emails, trained a custom AI model in the brand’s voice, and rolled out automated first-draft emails and lead qualification tools. Agents loved it—“It feels like magic,” one told us, “and it actually sounds like us, not a robot.”
Mobile-First, Modern Itinerary Management: No more PDFs. The new MVP allowed clients (especially the older ones who still loved paper) to view their up-to-date itineraries and travel documents online, whether from their phones or hotel computers.
Speed, Not Sacrifice: We set a bold target: take quoting down from 4 days per itinerary to 2 per day. Early MVP results saw agents already doubling their output (from one itinerary every four days to one per day), and the expectation is to keep increasing as more agents come onboard.
Excitement You Can Feel: During internal demos, agents would say, “Compared to what we're using now, this is amazing—can I use it now???”
The MVP rolled out to cohorts of 20 internal users at a time for feedback and fine-tuning before the company-wide release.
Lessons Learned
Lessons Learned
Market pivots like AI can’t be ignored, but you can’t let shiny new things derail real progress. We architected the platform for future AI expansion, but kept our MVP focused, fast, and grounded in what agents and clients needed right now.
Another big lesson: shifting priorities (inevitable in any big custom build) are tough on dev teams. When they saw client demos and watched agents light up, it re-energized everyone and kept us pulling in the same direction. We also made it a priority to “lock in” features for each sprint, so there was always progress and clarity, not just churn.
More Work
More Work
Living Confidently - From MVP to Market Leader
2016-2021
Product Management
Digital Leadership
Living Confidently - From MVP to Market Leader
2016-2021
Product Management
Major Healthcare Provider – Confidential
2024
Product Management
AI Implementation
Major Healthcare Provider – Confidential
2024
Product Management
FAQ
FAQ
01
What types of projects do you take on?
02
Who are your typical clients?
03
How do you add value to digital projects?
04
Can you help with digital transformation?
05
Are your engagements flexible?
06
What’s the best way to start working together?
01
What types of projects do you take on?
02
Who are your typical clients?
03
How do you add value to digital projects?
04
Can you help with digital transformation?
05
Are your engagements flexible?
06
What’s the best way to start working together?
2025
Travel Agency – Confidential
UX reseach
UX design
Know More
How We Helped a Luxury Travel Agency Move Faster, Feel Modern, and Stay Human in the Age of AI
A leading luxury travel company faced a sudden flood of new trip requests after a successful website relaunch. But their internal tool for creating, sharing, and tweaking travel itineraries was clunky, outdated, and slowing everyone down. It could take days just to assemble a single itinerary, and even then, clients received basic PDFs they had to print and juggle while traveling. The backlog started costing real revenue and it was clear something had to change.
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Fewer Rescheuling Calls
In 12 weeks during the MVP pilot
0+
0+
Questions Answered In App
AI Assitant deflected routine desk asks
0%
0%
Stakeholder In the Know
At every step in the process
My Role: Bridging Strategy and Delivery for Two Core Products
🟥 Product Manager for two MVP streams within the tech infrastructure of the client's business
🟥 Led discovery workshops to dig into the requirements and align them to a right-sized MVP
🟥 Managed a team of over 20 including BAs, UX, devs, QAs, and devops engineers
🟥 Ensured alignment with MVP and the larger goals of the business
Discovery: Balancing Big Vision with Real Constraints
We kicked off with deep discovery: stakeholder interviews, live workshops, and plenty of “why do we do it this way?” moments. The scope was ambitious, but so was the budget—$8M for both products combined. I prioritized ruthless alignment on must-haves, so we could deliver an MVP quickly and then learn, iterate, and expand.
All the while, the market was shifting: AI-driven booking and planning tools were threatening to cut travel advisors out of the process entirely. We couldn’t ignore this. So, instead of a full pivot (which would have killed the budget and timeline), we started integrating AI ourselves—building for today, but leaving the door open for tomorrow.
Solution
AI-Powered Lead Qualification and Email Drafting: We mined Salesforce for the best agent-client emails, trained a custom AI model in the brand’s voice, and rolled out automated first-draft emails and lead qualification tools. Agents loved it—“It feels like magic,” one told us, “and it actually sounds like us, not a robot.”
Mobile-First, Modern Itinerary Management: No more PDFs. The new MVP allowed clients (especially the older ones who still loved paper) to view their up-to-date itineraries and travel documents online, whether from their phones or hotel computers.
Speed, Not Sacrifice: We set a bold target: take quoting down from 4 days per itinerary to 2 per day. Early MVP results saw agents already doubling their output (from one itinerary every four days to one per day), and the expectation is to keep increasing as more agents come onboard.
Excitement You Can Feel: During internal demos, agents would say, “Compared to what we're using now, this is amazing—can I use it now???”
The MVP rolled out to cohorts of 20 internal users at a time for feedback and fine-tuning before the company-wide release.
Lessons Learned
Market pivots like AI can’t be ignored, but you can’t let shiny new things derail real progress. We architected the platform for future AI expansion, but kept our MVP focused, fast, and grounded in what agents and clients needed right now.
Another big lesson: shifting priorities (inevitable in any big custom build) are tough on dev teams. When they saw client demos and watched agents light up, it re-energized everyone and kept us pulling in the same direction. We also made it a priority to “lock in” features for each sprint, so there was always progress and clarity, not just churn.
More Work
FAQ
01
What types of projects do you take on?
02
Who are your typical clients?
03
How do you add value to digital projects?
04
Can you help with digital transformation?
05
Are your engagements flexible?
06
What’s the best way to start working together?
2025
Travel Agency – Confidential
UX reseach
UX design
Know More
How We Helped a Luxury Travel Agency Move Faster, Feel Modern, and Stay Human in the Age of AI
A leading luxury travel company faced a sudden flood of new trip requests after a successful website relaunch. But their internal tool for creating, sharing, and tweaking travel itineraries was clunky, outdated, and slowing everyone down. It could take days just to assemble a single itinerary, and even then, clients received basic PDFs they had to print and juggle while traveling. The backlog started costing real revenue and it was clear something had to change.
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Increase in itineraries created
From 1 every 4 days to 1 per day per agent
0%
0%
Leads qualified automatically
Freeing agents for high-value client work
0$
0$
Program MVPs
Delivered on time and budget
0%
0%
Fewer Rescheuling Calls
In 12 weeks during the MVP pilot
0+
0+
Questions Answered In App
AI Assitant deflected routine desk asks
0%
0%
Stakeholder In the Know
At every step in the process
My Role: Bridging Strategy and Delivery for Two Core Products
🟥 Product Manager for two MVP streams within the tech infrastructure of the client's business
🟥 Led discovery workshops to dig into the requirements and align them to a right-sized MVP
🟥 Managed a team of over 20 including BAs, UX, devs, QAs, and devops engineers
🟥 Ensured alignment with MVP and the larger goals of the business
Discovery: Balancing Big Vision with Real Constraints
We kicked off with deep discovery: stakeholder interviews, live workshops, and plenty of “why do we do it this way?” moments. The scope was ambitious, but so was the budget—$8M for both products combined. I prioritized ruthless alignment on must-haves, so we could deliver an MVP quickly and then learn, iterate, and expand.
All the while, the market was shifting: AI-driven booking and planning tools were threatening to cut travel advisors out of the process entirely. We couldn’t ignore this. So, instead of a full pivot (which would have killed the budget and timeline), we started integrating AI ourselves—building for today, but leaving the door open for tomorrow.
Solution
AI-Powered Lead Qualification and Email Drafting: We mined Salesforce for the best agent-client emails, trained a custom AI model in the brand’s voice, and rolled out automated first-draft emails and lead qualification tools. Agents loved it—“It feels like magic,” one told us, “and it actually sounds like us, not a robot.”
Mobile-First, Modern Itinerary Management: No more PDFs. The new MVP allowed clients (especially the older ones who still loved paper) to view their up-to-date itineraries and travel documents online, whether from their phones or hotel computers.
Speed, Not Sacrifice: We set a bold target: take quoting down from 4 days per itinerary to 2 per day. Early MVP results saw agents already doubling their output (from one itinerary every four days to one per day), and the expectation is to keep increasing as more agents come onboard.
Excitement You Can Feel: During internal demos, agents would say, “Compared to what we're using now, this is amazing—can I use it now???”
The MVP rolled out to cohorts of 20 internal users at a time for feedback and fine-tuning before the company-wide release.
Lessons Learned
Market pivots like AI can’t be ignored, but you can’t let shiny new things derail real progress. We architected the platform for future AI expansion, but kept our MVP focused, fast, and grounded in what agents and clients needed right now.
Another big lesson: shifting priorities (inevitable in any big custom build) are tough on dev teams. When they saw client demos and watched agents light up, it re-energized everyone and kept us pulling in the same direction. We also made it a priority to “lock in” features for each sprint, so there was always progress and clarity, not just churn.
More Work
FAQ
What types of projects do you take on?
Who are your typical clients?
How do you add value to digital projects?
Can you help with digital transformation?
Are your engagements flexible?
What’s the best way to start working together?