AI REVIEW INSIGHTS
Tripadvisor
Overview
AI Review Insights transforms thousands of traveler reviews into clear, trustworthy themes, allowing users to quickly understand what matters most about a tour. The feature helps travelers make confident booking decisions with less effort and uncertainty.
Challenges
Travelers were overwhelmed by the volume of reviews.
Key feedback that impacts bookings was buried and hard to find.
Ensuring AI output was accurate, reliable, and trustworthy.
Integrating a new feature seamlessly into the existing PDP UX and Atlas design system.
Approach
Conducted research to identify decision-making pain points and high-value tour elements (e.g., guide quality, inclusions, transportation, and safety).
Applied ML-powered analysis to extract sentiment and high-frequency themes from reviews.
Built reusable design patterns based on Tripadvisor’s Atlas design system.
Collaborated cross-functionally with Product Managers, Data/ML, and Engineering to calibrate AI accuracy and ensure performance.
Solution
Developed AI-generated insight cards summarizing top traveler themes.
Added sentiment labels such as “Travelers loved…” to increase trust and readability.
Designed automatic scaling to incorporate new reviews in real-time.
Created an architecture supporting future expansion to Hotels and Restaurants, ensuring reusability and system alignment.
Outcome
Enabled faster, more confident booking decisions and reduced review fatigue.
Increased tour bookings by 6.61%.
Established a scalable foundation for future AI-driven review experiences across Tripadvisor.
My Role
Led the end-to-end design of AI Review Insights, collaborating closely with Product, Data/ML, and Engineering teams. Owned UX, visual design, and system integration, ensuring the feature was accurate, scalable, and aligned with the Atlas design system.
