The Australian Travel and Tourism sector plays a crucial role in the nation's economic landscape, making significant contributions to employment and revenue and contributing $165 Billion to the Australian economy.

In today's digital-centric environment, where online interactions are the norm, emphasizing an outstanding customer experience, especially through digital assets is essential. The sector's success relies on the seamless coordination of online platforms, efficient booking processes, and engaging digital content. 

A refined digital customer experience not only fosters customer loyalty but also helps to establish Australia as a premier destination, ensuring continual growth and prominence in the global travel market. We believe striving for excellence in digital customer experience is a strategic necessity for the sustained success of the Australian Travel and Tourism sector. 

We have a long history of work within the sector, delivering complex digital ecosystems for some of Australia’s most respected travel brands. From integrated E-Commerce platforms for the likes of P&O Cruises, Voyages Hotels and Hamilton Island, to experience lead projects for Royal Flying Doctors Service and National Parks and Wildlife. At the heart of all these projects is a keen understanding of the balance between Design, Technology and Customer Experience. 

Case Study - P&O Cruises

Prior to its redevelopment, the P&O’s Cruise Control function was reduced to simply verifying passengers details for their upcoming cruise and communicating basic administrative updates about check-in and departure time.

Driven by last minute deals and increasing price parity across platforms, most forms of tourism booking have seen lead times reduced over recent years. Cruising has bucked this trend, often seeing many passengers book travel months in advance.

Working with P&O, we capitalised on the opportunity to drive and leverage passengers’ collective enthusiasm for their upcoming cruise and channel this towards revenue growth in the lead up to their departure.

Case Study - The Royal Flying Doctor Service

The Royal Flying Doctor Service (RFDS) is one of the world’s largest and most comprehensive aeromedical organisations. The non-profit fields a fleet of fully equipped air ambulances providing medical services covering the vast Australian Outback.

The RFDS invested in an on-site Visitor Experience adjacent to its headquarters in Dubbo. The tourist attraction employs dozens of local residents and is projected to attract more than 40,000 visitors per year. With tourism playing an increasingly vital role in funding the RFDS’ medical efforts, the RFDS decided it was time to develop a state-of-the-art Experience Centre website.

Deepend played a critical role in providing guidance and technical expertise towards making the RFDS site a success. This challenging project showcases some of Deepend’s greatest strengths in flexible development and positive change by design.

Case Study - Hamilton Island

Hamilton Island’s outdated digital platforms were costing them direct sales. The site, which staff found cumbersome to maintain, was even more difficult for customers to use and resulted in low conversion and hence reduced revenue. We were engaged to develop a more robust solution that could be centrally managed and include a range of new features, including a vastly improved booking process in order to maximise conversions and revenue opportunities.

Our solution was focused on a responsive content publishing platform that pushed real-time content updates to a range of devices and on-site facilities. Content is personalised dependent on which stage customers are at on their path to purchase. For example, users who are deemed to be close to conversion are presented with far more pricing and offer related cues. Great efficiencies were also achieved in terms of content management, via the creation of a centralised content inventory, allowing content producers to re-use objects across a variety of channels