Shifted Travelport from rep-led onboarding to a scalable self-service SaaS platform
overview
Platform used by global travel agencies and developers
Onboarding relied on sales and technical support
No self-service path for evaluation or integration
Transformation focused on enabling scalable SaaS adoption
the challenge
Onboarding was rep-led with no self-service path.
Agencies required sales to evaluate, and developers couldn’t explore independently.
This slowed adoption and limited scale.
Opportunity: shift to a self-service SaaS platform
Discovery
Bringing teams together to map out current processes and create a shared vision of the future
Interactive Service Blueprint
Research
Led cross-functional workshops across business, technical, and partner teams
Interviewed travel agencies to understand real-world onboarding and developer experience
Mapped current-state friction and defined future-state SaaS journey
Key Insights
No self-service path—agencies required rep involvement to evaluate or implement
Developers were key decision-makers with no direct entry point
Reps bridged gaps across fragmented documentation and unclear APIs and onboarding processes
Outcome: Identified the developer journey as the highest-leverage opportunity to reduce rep dependency and enable scalable onboarding
Output 1: UAPI Demo Tool
Context: Developers couldn’t explore API behavior without relying on Travelport experts
Solution: Built a browser-based demo tool with preconfigured API calls, real-time responses, and guided booking flows
Impact: Enabled hands-on exploration, reduced integration friction, and supported more effective sales conversations
output 2: Travelport Developer Portal
Context: No clear onboarding path or cohesive entry point for developers
Solution: Designed a centralized portal aligned to the developer lifecycle (Discover → Experiment → Build → Release)
Impact: Improved self-service onboarding and reduced reliance on Travelport technical support
output 3: Branded Fares
Context: Agencies struggled to understand how Travelport capabilities translated into their own customer experience
Solution: Created mobile concepts demonstrating how Branded Fares integrate into existing OTA workflows
Impact: Made abstract API capabilities tangible, improving stakeholder understanding and supporting sales conversations
Outcomes & Impact
Self-Service Onboarding
Agencies can discover and evaluate Travelport independently
Developer-First Entry Point
Developers can explore and integrate APIs directly
Aligned Around SaaS
Teams operate around a self-service platform model
