One trip multiple cities, Booking complex itineraries made effortless.

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TLDR: As this feature moves into production, I have collaborated with the PM and BI team to set up tracking events across all funnels from landing to booking funnels. After launch, we will actively monitor user drop-off to ensure the clarity of the density design principle successfully drives the conversion rates defined in our project goal.

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Background

Let’s be honest: Planning a trip to multiple cities is exciting, but having to buy every single ticket one by one? That’s just stressful. But for tiket.com users, it was more than just stressful; it’s been exhausting. Because we don’t have a Multi-City feature, our users were forced back and forth to book separate tickets one by one, or even gave up and booked with another OTA🫣

It wasn’t just an inconvenience; it was a major competitive blind spot🤯

Reality check: Most competitors already offer Multi-City booking as a standard feature. Because tiket.com still lacks this, we are performing 20% behind competitors. When we dug into the data that we have, there was some struggle that we found:

• In 2025, 53% of our users were frequent travelers who manually booked separate flights to stitch a trip together, which amounts to 18,000 orders and 48B GBV in every month (identified by identical passenger names across the bookings, and excluding travel agent account IDs).
• At the tiket.com Travel Fair, Multi-City bookings contributed 12% of total GBV flight sales, indicating that when the option is available and visible, users actively choose it.

These data show that we have power users, but currently, we haven’t catered to their needs yet. In this case, we aren’t just losing sales, we are also losing our competitive edge.

Objective

• Closing the gap with the competitors by building a Multi-city feature by making a complex booking feel effortless.
• Capturing the revenue we have been missing by supporting the user needs.
• Offering the best deals by intelligently finding the cheapest combinations for a long-haul trip.

Responsibilities:

a. Discovery & Strategy

As a product designer, I realized that this feature is quite complex. Surely, we have a lot of challenges for each funnel tried to break down the questions and brainstorm the possible challenges for each funnel from start to booking process

Other than that, we did a competitor analysis with several competitors, with some points for benchmarking some key features that they have: