Wujhat creates and manages tailored travel packages, primarily for Saudi travellers and the wider Arab market. A trip starts with what someone needs, rather than a fixed package. The challenge was to turn that idea into a connected product that customers and the travel team could actually use.
02 / THE PRODUCT IN PRACTICE
One trip, both sides connected
01 / The trip
More than a booking
Accommodation, flights and transport are parts of a trip, not separate destinations inside an app. Connectivity and visa assistance may matter too. The system needed to hold those services around a tailored package and carry the traveller’s details into the booking.
My role covered the technical direction from the early idea into production: shaping the data and backend alongside the web and customer mobile experiences, and keeping the engineering team working towards one connected platform.
02 / Both sides
Simple for the traveler, workable for the team
The customer mobile app was only one side of the product. Customer-success and admin tools developed alongside it, carrying a custom request through conversation, package preparation, proposal and booking. The team needed to manage the same journey the traveller was seeing.
That connection guided decisions across the system. A change to a package or booking needed a place in the operational workflow as well as a clear meaning for the traveller. Internal tools were part of delivering the trip, not an afterthought.
03 / Every change
The conversation belongs to the trip
A booking does not end the work. Questions, changes and updates continue. Chat between customers and the team, together with notifications, needed to stay connected to the journey. Communication was part of the product architecture, not a separate support channel added at the end.
Payment belonged to that same workflow. Cards, installment options, promotional codes and wallet credit needed to resolve into a clear booking state, including cases where credit covered the full amount. The customer and operations team needed a consistent understanding of what had been paid and what came next.
03 / A CLOSER READING
Room to grow.From the beginning
Growth was a system design question before it was a traffic question. More customers would mean more packages, bookings, conversations, payments and operational work moving through the same product.
The structure had to accommodate that complexity without making every new travel flow a rewrite. Defining how those parts related early gave the team a shared direction for extending both the customer experience and the tools behind it.
TravellerTailored tripTravel team
Bookings & servicesCommunicationPayments
THE SAME RELATIONSHIPS / MORE TO SUPPORT
04 / THE THROUGH LINE
An idea becamea working travel platform
Wujhat reached production and is used by real customers. The result is a connected system for creating, selling, managing and supporting tailored journeys, with the customer experience and the work behind it developed together.