Case Study
Trips on TAAP
From a confusing experience, to a professional-grade agent tool
- Client
- Expedia TAAP
- Role
- Lead product designer
- Duration
- 2023-2026
- Tools
- Figma · Miro · Zoom
Context
What is Expedia TAAP?
Expedia TAAP is a free platform by Expedia Group that offers travel advisors access to over 900,000 properties, flights, activities, and car rentals. Agents book for clients and earn commissions on each booking, with real-time availability and dedicated support.
Trips on TAAP
The TAAP Trips page started as a consumer-borrowed flat list — no search, no agent-specific data, no professional tooling. Over three years, I led three successive design generations that transformed it into a research-informed professional workspace. Each version shipped to production and informed the next through user testing, and direct collaboration with the Development team.
History
The challenge
The original "My Trips" page was built for consumers, not professional travel agents. For agents managing hundreds of client bookings at once, it was completely inadequate.
Two tabs only — Upcoming and Past and Canceled
Flat list of hyperlinks — destination, date, itinerary number only
No traveler name visible — critical for multi-client agents
No search, no filter, no booking type indicators
No earnings, no refund status, no agent-specific actions
Generation 1
Table format redesign
Replaced the consumer pattern with a professional data table. Renamed "My Trips" to "Trips" — reframing the page as an agent workspace. Designed 4 status tabs, sortable columns, LOB icons, paginated results, and universal search with typeahead and full search states.
What changed
4 status tabs: Upcoming, In progress, Past, Canceled
Sortable data table
LOB icons per row, paginated results (30/page), universal search
Full search capability. Search by traveler name, trip name, trip dates or itinerary number
Generation 2
3-panel design
Post-launch research and a product direction change drove a full redesign. Before designing, I mapped the live experience as a detailed user flow — annotating every friction point. The new 3-column Outlook-style layout gave agents a persistent list on the left, contextual actions in the center, and itinerary preview on the right.
Build
Dev handoff
Structured dev handoff—with annotated specs, tokenized styles, and component-level documentation—bridged design and engineering so spacing, states, edge cases, and interactions shipped exactly as intended.
Generation 3
Post-launch
2025–2026
Further post-launch research — user testing, surveys, and feedback questionnaires conducted with the Research team — surfaced specific refinements. I organized 20+ changes into four categories for engineering prioritization.
Retrospective
Results
Three design generations spanning three years — each grounded in research and each replacing the last. The original consumer UI became a professional, accessible, research-informed agent workspace.
Gen 1 shipped — established B2B data table foundation with search, filtering, and LOB icons
Gen 2 shipped — 3-column panel view replaced Gen 1 based on research and product direction
Map removal validated independently across two separate research studies — informing a platform-wide content decision
Accessibility annotations delivered at every dev handoff across all three generations
Gen 3 enhancements in progress — post-launch metrics to follow
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