Booking.com
Taxi Flow Q2 2019
A narrative-led service design workshop that turned isolated journey screens into one agreed pre-book taxi flow for BookingGo.
OVERVIEW
Facilitated a one-day team workshop for Booking.com BookingGo Taxi UX — writing a persona-driven narrative, pinning screens to each beat, and converging on the Q2 2019 pre-book flow.
CHALLENGE
Screens without a story
Journey screens were on the wall but reviewed in isolation; sticky-note questions were piling up without a shared intent to design against.
THE APPROACH
DISCOVERY & INSIGHTS
We didn't start from screens. We started from a story — and let it tell us which screens to build.
Workshop recap — Taxi Flow Q2 2019
INFORMATION ARCHITECTURE
Five stages from search results through Easy Checkout (signed-in and guest paths) to confirmation — with vehicle tiers, flight tracking, and Genius pricing woven through.
DESIGN SYSTEM & PROTOTYPING
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Built against Booking UI (BUI) patterns — paper, sticky notes, and Sketch — with a handoff flow PDF for engineering testing.