Case Study

The page that defined the booking experience

The page that defined the booking experience

Webjet New Logo

The Project

The last page in the journey and the one that decided how customers felt about the whole thing

The confirmation page had two jobs pulling in different directions. Commercially, it was prime real estate for cross-sell: the customer had just purchased and adjacent products were a natural next step. But the customer verbatims told another story. The old page didn't leave people confident their booking was actually secured. That gap showed up downstream, in calls to customer operations from people checking their booking had gone through and in an experience that undercut trust at the peak of the journey.

Product

Confirmation Page Redesign

Project

Confirmation Page

Year

2024

Focus

Design Lead, Product & UX Vision, Commercial Strategy, Research

The Project

The last page in the journey and the one that decided how customers felt about the whole thing

The confirmation page had two jobs pulling in different directions. Commercially, it was prime real estate for cross-sell: the customer had just purchased and adjacent products were a natural next step. But the customer verbatims told another story. The old page didn't leave people confident their booking was actually secured. That gap showed up downstream, in calls to customer operations from people checking their booking had gone through and in an experience that undercut trust at the peak of the journey.

Product

Confirmation Page Redesign

Project

Confirmation Page

Year

2024

Focus

Design Lead, Product & UX Vision, Commercial Strategy, Research

Outcomes

The impact in numbers.

0

0

pts positive NPS uptake

0%

0%

drop in customer calls

0%

0%

increase in product searches

0

0

legacy APIs combined

Two goals, one chance to get it right

Two goals, one chance to get it right

The Tension

Push cross-sell too hard and the page reads as a sales pitch when a customer needs reassurance, eroding confidence. Under-serve the commercial side and you waste the highest-intent surface on the platform. Both the numbers and the verbatims showed the cost.

The Craft

I designed the page to reassure first and sell second. Booking state became the unmistakable priority: clear confirmation, what was booked and the details a customer needed to feel certain it was done, surfaced immediately without being too verbose. Only then did the page move into relevant, genuinely useful cross-sell, framed as helpful next steps rather than a hard push. Alternate products and search were easy to explore for those who wanted them, without competing with the confirmation itself.

Earn confidence first, and the commercial opportunity works better because of it, not despite it.

Two goals, one chance to get it right

Two goals, one chance to get it right

The Tension

Push cross-sell too hard and the page reads as a sales pitch when a customer needs reassurance, eroding confidence. Under-serve the commercial side and you waste the highest-intent surface on the platform. Both the numbers and the verbatims showed the cost.

The Craft

I designed the page to reassure first and sell second. Booking state became the unmistakable priority: clear confirmation, what was booked and the details a customer needed to feel certain it was done, surfaced immediately without being too verbose. Only then did the page move into relevant, genuinely useful cross-sell, framed as helpful next steps rather than a hard push. Alternate products and search were easy to explore for those who wanted them, without competing with the confirmation itself.

Earn confidence first, and the commercial opportunity works better because of it, not despite it.

Uplifting metrics without impacting the customer

The Outcome

Reassurance and commercial performance moved together. NPS improved. Calls to customer operations dropped as customers left confident their booking was secured. The visibility and search on alternate products increased, the cross-sell worked harder precisely because it no longer came at the expense of trust.

Clarity first turned out to be the commercial move, not the compromise.

Strategy, craft, and delivery, end-to-end.

Design leadership that holds the thread from problem to outcome. If you need someone who can lead from the front without losing the craft, you've found them.

Let's Chat

2026 · Rob Nastos · Product Design Leader

Strategy, craft, and delivery, end-to-end.

Design leadership that holds the thread from problem to outcome. If you need someone who can lead from the front without losing the craft, you've found them.

Let's Chat

2026 · Rob Nastos · Product Design Leader

Strategy, craft, and delivery, end-to-end.

Design leadership that holds the thread from problem to outcome. If you need someone who can lead from the front without losing the craft, you've found them.

Let's Chat

2026 · Rob Nastos · Product Design Leader