Toursoft Systems
Designing scalable operational workflows for modern tour operators.
Lead Designer
3+ years (Dec 2021 – Jan 2025)
End-to-end product design
Enterprise SaaS
Highlights
I shaped TourSoft's core platform: eight modules, 160+ screens, and a unified design system. It is now used by 12K+ travel agencies worldwide to build and ship itineraries faster.
One platform for tour operator operations
TourSoft Systems is the platform tour operators run their business on. The thing that shaped my work: it grew one module at a time, never as a single redesign. So as scope expanded, the job was to keep workflows legible, content reusable, and patterns consistent across a surface that only got more complex.
Scaling operational clarity across a growing platform
Tour operators juggle a lot of interconnected work: bookings, quotations, itineraries, supplier coordination, payments, and client delivery. Most of it happens across tools that were never built to work together. TourSoft grew across modules and workflows over several years, so the challenge was never a visual refresh. It was holding clarity, consistency, and efficiency together while the platform kept taking on more requirements, more users, and more day-to-day decisions made under time pressure.
Understanding how agencies actually work
Understand the business
I sat down with the founders, Saurabh and Terrie, to understand how travel agencies run day to day: where quotes stall, how supplier knowledge gets stored, and what operators actually need from one platform.
Platform vision & constraints
Friction-driven redesign across four phases
Replace fragmented tooling with a modular platform that could grow without breaking the core user workflow. The goal was to give global operators, agencies one system for building, quoting, and delivering itineraries, and win more bookings along the way.
One synchronized data path from enquiry to client delivery; less time-to-quote; in-product onboarding via Help Panel; branded PDF and mobile share codes.
High-level roadmap
Map every module & friction point
Itinerary & quotation builders
Design system, help & notifications
Users, roles & integrations
Systems thinking over surface polish
Modules were shipping in parallel and visual drift was becoming a scalability risk. The bet was a shared design system before feature work scaled: typography, spacing, forms, tables, and components that worked across every screen from day one.
Operators learned TourSoft once. Every workflow felt like the same product.
Syncing information across the platform
A platform this connected lives or dies on its content model. Working with product and engineering, I mapped how content, suppliers, and pricing should relate, and validated the library taxonomy with internal stakeholders and power users. The goal was easy to say and hard to do: a day, a supplier, or a price entered once should be reusable everywhere.
Redesigning the itinerary builder
The itinerary builder was the hero workflow. Every decision aimed at less thinking, less repetition, and more reuse across hundreds of daily builds.
- One Create Day CTA opens the library for a blank day or template.
- Compose trips from reusable content, not manual recreation.
- Map Modal previews content before operators attach it to a day.
- Pull library and Unsplash media without re-uploading every trip.
Client-ready delivery: preview, PDF, and mobile
Operators preview the full branded itinerary before sharing, with day-by-day detail, maps, and media from the library exactly as the client will see it. A dedicated PDF engine replaced broken browser print, share codes extended delivery to TourSoft Mobile, and Tour Reports turned completed quotations into configurable post-booking documents with org branding, meeting instructions, and shareable client links.
Platform workflows
Every booking starts as an enquiry, but revenue is won or lost in quotation. This workflow connects pipeline entry, itinerary structure, spreadsheet-style commercial summary, and client-ready output in one thread.
Quote revisions scattered across email and spreadsheets, disconnected from the itinerary.
Tied quotations to itinerary structure with an Excel-inspired pricing grid and toast save on enquiry.
Less reconciliation, faster client response. Invoices auto-populated from quotation data.
Signals from operators in production
Post-launch feedback came from real travel agencies using TourSoft worldwide: in-app feedback, support conversations, and operator testimonials published on the live platform. The themes were consistent: faster workflows, library reuse, and client-ready output tied to winning bookings.
TourSoft is built in the right direction – this is how itinerary building should be done. Clean, efficient, and designed with the modern travel professional in mind.
Outcomes
What I learned
What I'd do differently
I would instrument core workflow metrics from year one (time-to-quote, revision loops, library reuse), not after the module count grew. Qualitative feedback carried early decisions, but at platform scale I needed baselines to defend trade-offs and prioritize the next phase.
Lessons
Enterprise UX compounds through hundreds of small interaction improvements, not one dramatic redesign. A single unified CTA can reshape an entire mental model. That lesson spread from the itinerary builder to quotations, notifications, and library selection across the platform.
Tradeoffs
I matched redesign depth to impact: notifications and help were built from scratch; enquiry and dashboard kept proven workflows and lost only friction; user management kept business logic with improved visibility. Design effort went where users would benefit most.