[RUSSIAN] Case Study: Оптимизация процесса обмена и возврата билетов в Kaspi Travel
Project Overview
Role: Product Designer
Company: Kaspi.kz | Kaspi Travel
Team: designer, 3 developers, product manager, analyst
Context and Problem
Business Context
Kaspi Travel is one of the key services in the Kaspi.kz ecosystem, providing flight booking for millions of users in Kazakhstan. After launching the service, the team faced a critical problem in post-purchase support.
Problem in Numbers
- 50% of all support tickets were related to ticket exchange and refund issues
- Average resolution time per ticket: 1 hour
- Repeat inquiries on the same issue: 35% of cases
- Particularly problematic scenarios: group bookings (3+ passengers)
Key User Pain Points
- Unclear operation status — customers didn't understand what stage their exchange request was at
- Confusion with group tickets — during partial refunds, it was unclear to whom exactly the refund applied
- Lack of transparency — no information about timelines and next steps
- Complex terminology — confusion between "parent ticket" and new bookings
Research
Research Methods