Booking & Ticketing Design

People engage in booking journeys almost every day of the week; from small things like buying a cinema ticket on their phone to larger, considered purchases like flights and holiday accommodation.

Booking journey design is notoriously difficult to get right. There is alot to consider, from the look and feel to the wording, the way each stage flows into the next and the final payment process. Often, customer experience is an after-thought, or at worst, forgotten about. At a time when choice is almost limitless, getting it wrong can cost a business heavily.

We’ve worked on several booking journey projects with clients including Unite Students and BMW group, pairing research with iterative user centred design to give their customers the best experience possible.

What we can do

  • Increase conversion by reducing dropout rates
  • Understand users needs holistically, covering pre, during and post booking
  • Ensure that content sets the right expectations, increasing satisfaction
  • Increase average order values
  • Understand what information users need to make a booking purchase

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Unite Students

A comprehensive discovery, user research and design project for one of the UK's largest suppliers of private student accommodation

Geoff Meston, UX & Design Manager
Geoff Meston
UX & Design Manager
Unite Students

Adam and his team at Natural Interaction undertook a key UX research project for Unite Students, under extremely tight deadlines.

Not only did they work at pace and guarantee to deliver on schedule, the quality of the research and comprehension of our business were both exceptional. We are very pleased with the output and the detailed level of insight gained. I would highly recommend Natural interaction and will certainly be using them again in the future.


Our guiding principles

Involve users at every stage


Evidence beats assumptions

People over technology

Fail fast,
succeed faster

Be a partner
not a supplier

Adam Babajee-Pycroft


If you're considering starting a UX project, speak to Adam on 0117 205 0605 or

Contact us