User Journeys
Different visitors come to the site for different reasons. Understanding what each type of visitor is trying to do helps you make better content decisions — what to include on a page, how to word it, and what to link to.
Who visits the site
Section titled “Who visits the site”| Visitor | What they want |
|---|---|
| Group organiser looking for a tour | Find a tour that suits their group and get in touch |
| Group organiser who has already been in touch | Check details of a tour they are considering or have booked |
| Tailored tour client | Read their private itinerary and pay their balance |
Journey 1: Browsing for a tour
Section titled “Journey 1: Browsing for a tour”This is the most common journey. The visitor is a group organiser — perhaps a coach club secretary or a social club committee member — looking for a tour for their group.
- They arrive at the site, usually from a web search.
- They browse the Group Tours listing or go straight to a destination they have in mind.
- They find a tour that looks suitable and open the tour page.
- They read the details: the itinerary, the dates, what is included.
- They use the enquiry link or the contact form to get in touch.
- The rest of the booking happens with Tailored Travel directly, not via the website.
What this means for you as editor: Tour pages need to be complete, accurate, and easy to scan. Dates, inclusions, and departure points should be prominent. If a detail is missing or wrong, an organiser will notice.
Journey 2: Returning to check details
Section titled “Journey 2: Returning to check details”A group organiser who has already spoken to Tailored Travel may come back to the site to check a specific piece of information — a date, a hotel name, a departure point.
- They go directly to the tour page they have already seen.
- They find the detail they need.
- They leave.
What this means for you as editor: Keep content up to date. An organiser who finds wrong information loses confidence in the business.
Journey 3: Tailored tour client
Section titled “Journey 3: Tailored tour client”A tailored tour client has received a PDF or printed brochure from Tailored Travel with their itinerary. It includes their Online Tour Reference.
- They click View your tour in the site header (or go to the address on their PDF).
- They see a login screen asking for their tour reference.
- They enter the reference. They are taken straight to their itinerary.
- They read the itinerary online and can pay their final balance.
- While they are logged in, the View your tour button in the header takes them back to their tour from anywhere on the site.
- When they are finished, they can use the Log out button on their tour page. This signs them out and returns them to the login screen.
- They may come back again closer to departure to check details.
What this means for you as editor: The tour reference must match what is on the PDF. The itinerary content must be accurate. The payment link must be live and correct.
Why “Your Tour” is not in the main menu
Section titled “Why “Your Tour” is not in the main menu”You will notice there is no “Your Tour” item in the top menu. That is deliberate. The tour pages are only for people who have already booked a tour and want to read their details or pay their balance. The top menu is for people still choosing a tour, so a booked-customer service does not belong there.
Logged-in members still see the rest of the menu — a happy tour member today might organise a group tour tomorrow, so we do not shut them out of the rest of the site.