TUI / Internal content services

Services made findable.

A responsive internal website that turned complex content services into clear, task-led journeys, from information architecture to production delivery.

Inspect the website
TUI Content Hub information architecture instrument A technical information architecture drawing that routes colleague needs through products, services and help content to useful actions. COLLEAGUE NEED PRODUCTS SERVICES HELP UNDERSTAND CHOOSE ACT TASK-LED ENTRY CLEAR ROUTE / USEFUL ACTION
Need / information hierarchy / service route / action
Client
TUI
Status
Designed / prototyped / launched
Role
Senior Product Designer, UX/UI Designer & Information Architect
Scope
Information architecture, responsive design, prototype and production website

Delivered interface evidence

One service story across desktop and mobile.

The responsive composition carries the same product, service and help hierarchy across viewports while changing its density and reading order for the available space.

Responsive TUI Content Hub high-fidelity page shown at desktop and mobile widths.
FIG 01 High-fidelity Content Hub page showing products, services and help content across desktop and mobile.

Connected challenge

Complex services needed a simple front door.

Colleagues across the business needed to understand what the Content Hub offered and identify the right route without first understanding the team’s internal structure.

The website also needed to hold TUI’s visual identity, rich media and detailed service content together without allowing any one of them to obscure the task.

QUESTION What do I need? Begin with the colleague’s task
Products Services Help
OUTCOME A useful next action Understand / choose / contact

Information architecture

The hierarchy followed user tasks, not the organisation chart.

Three clear service families gave the site a stable top level. Each family could then introduce detailed offers without forcing every visitor through the same content sequence.

01

Products

Explain the platforms and capabilities available to colleagues.

02

Services

Connect business needs to the support the team could provide.

03

Help

Give people direct routes to guidance, support and contact.

User journey

Progressive detail kept the route understandable.

The journey moved from an immediate need to a service family, then into specific information and a clear action. Rich media supported that path where it added meaning.

  1. 01 Orient Understand the Content Hub’s purpose
  2. 02 Choose Select products, services or help
  3. 03 Inspect Read the relevant offer and evidence
  4. 04 Act Follow guidance or contact the team

Design to delivery

The approved journey continued into production.

  1. 01 Structure Information hierarchy / responsive wireframes
  2. 02 Express TUI Next language / high-fidelity interface
  3. 03 Validate Interactive Figma prototype / journey review
  4. 04 Deliver Developed responsive production website

Decision register

Three decisions kept the service story coherent.

The site needed to feel recognisably TUI while remaining useful as an internal route through detailed and unfamiliar services.

  1. 01 Lead with tasks.

    Information was grouped around what colleagues needed to understand or do, not around the team’s internal organisation.

  2. 02 Make media earn its place.

    Rich imagery supported service explanation and brand expression without replacing useful labels or content hierarchy.

  3. 03 Carry decisions into code.

    Moving from prototype into front-end delivery protected the approved structure and responsive behaviour from a handover gap.

Delivery evidence

Designed, validated, developed and launched.

DESIGN Responsive service experience Information architecture / UX/UI / high-fidelity layouts
VALIDATION Interactive prototype Journey and design direction communicated before development
DELIVERY Production website Front-end implementation / launched internal route

Evidence boundary

The website launched and was directly observed in internal use.

The delivered design, prototype and production website are confirmed. Adoption, comprehension and efficiency were not formally measured, so none are claimed.

Next case study

Chevin Fleet Solutions Brand Identity

Examine the identity

Need complex services to feel straightforward?

Tell me what people need to understand, what routes they need to follow and where the experience must lead.

Start a conversation

I usually respond within two working days.