Expedia TAAP Trips

Expedia TAAP is Expedia Group’s booking platform for travel advisors: 200,000+ advisors at 38,000+ agencies across 85+ markets, in a business that passed $3 billion in bookings in 2025.

The Trips page was still the consumer “My Trips” list, with no traveler names, no search, and no filters. I led design across three generations, from 2023 to 2026, to turn it into a professional advisor workspace, working with Product, Engineering, Research, and Content.

The Gen 2 three-panel view decreased call volume to the customer center by 10%, and support tickets fell. Gen 3 is in progress.

What I owned

• Led design across all three generations
• Mapped the live experience as a user flow and annotated every friction point
• Ran qualitative user testing, surveys, and questionnaires with Research
• Delivered specs, tokenized styles, and accessibility annotations at every handoff

fewer calls to the customer center after the 3-panel redesign

10%

travel advisors on TAAP

200,000+

post-launch changes prioritized

20+

The original My Trips page was built for consumers. Advisors manage hundreds of client bookings at once and need to find one quickly, but the page gave them two tabs and a flat list of links.

Two tabs only: Upcoming and Past and Canceled

Flat list of links: destination, date, itinerary number

No traveler name

No search, filters, or booking type indicators

No earnings, refund status, or advisor actions

The goal: a professional tool that helps advisors find a booking fast, see its status at a glance, and act on it.

I replaced the consumer pattern with a professional data table and renamed “My Trips” to “Trips,” reframing the page as an advisor workspace.

• Four status tabs
• Sortable columns
• Line-of-business icons showing booking type
• Paginated results
• Universal search with typeahead and full search states

Gen 1 shipped and set the B2B table foundation. Research on it, plus a change in product direction, led to Gen 2.

Post-launch research and a product direction change called for a full redesign. Before designing, I mapped the live experience as a detailed user flow and annotated every friction point.

The Outlook-style, three-column layout gave advisors:

• A persistent list on the left
• Contextual actions in the center
• An itinerary preview on the right

Dev handoff

Annotated specs, tokenized styles, and component documentation, with accessibility annotations, for desktop and mobile.

Qualitative user testing, surveys, and feedback questionnaires, run with the Research team, surfaced specific refinements. I organized 20+ changes into four categories for engineering prioritization.

• A status sidebar with booking counts
• Search by traveler name, with all agency bookings on request
• Earnings, cancel waiver status, and share, modify, and export actions in the detail panel

Design challenges

• Consumer pattern, professional need: advisors manage hundreds of bookings, so I replaced a flat list with a data table, then a three-panel workspace.
• Change in direction: Gen 1 shipped, then a product shift called for a full redesign, so I mapped the live flow and annotated every friction point first.
• Accessibility at scale: accessibility annotations at every handoff, for desktop and mobile.

Gen 3 is in progress, with post-launch metrics to follow.

Three generations took the Trips page from a consumer list to a professional, accessible advisor workspace.

Other results

• Support tickets fell
• Map removal was validated across two separate research studies, informing a platform-wide content decision
• Accessibility annotations at every dev handoff
• Gen 3 in progress, with post-launch metrics to follow