Imperial Lane
Imperial Lane wanted passengers to move from a travel enquiry to a confirmed ticket inside a channel they already use. The completed service connects chatbot guidance, live trip search, booking, payment and support around one customer journey.
Cross-border travel requires more than collecting a name and date. Passengers need to compare available trips, understand the fare, provide travel information, complete payment and receive proof of booking.
If each part sits in a different place, the customer has to carry the context between them. Imperial Lane needed a guided mobile journey that could simplify the booking while preserving access to a real service team.
We designed the end-to-end customer experience and the information architecture for the chatbot that introduces the service, answers common questions and directs passengers into the correct booking or support path.
The Imperial Lane team developed the WhatsApp Flows, their internal information structure, the automation and the payment-connected implementation. The team’s systems also supply the live trip information and booking record. Together, these parts allow the customer to complete a structured transaction inside one conversation.
Imperial Lane
Infobip Answers
Conversations
WhatsApp Flows
Customer-experience design
Chatbot information architecture
Conversation design
Content design
Journey handover design
The customer accepts the required terms, chooses departure and arrival points and selects a travel date. The service checks available trips and returns the relevant departure details and fare before the passenger continues.
The booking then collects passenger and next-of-kin information, with seat selection available where the trip supports it. The customer reviews the booking and moves to a secure payment step using the available regional wallet, bank or card option.
Payment can be completed through a secure browser experience, then confirmed back to the booking system. Once the transaction succeeds, the customer receives the confirmation and ticket through WhatsApp.
The journey supports options such as EcoCash, InnBucks, ZimSwitch and card payment according to availability. The wider experience also connects customers to Imperial Lane Rewards, giving repeat passengers a reason to keep using the digital service.
The chatbot gives passengers access to policies and common travel information without making every question a booking. Where the issue needs a person, the conversation can move to a live agent with the surrounding context available.
This keeps self-service useful without treating automation as the answer to every customer need.
Imperial Lane now has a transactional WhatsApp experience that goes beyond enquiry handling. Passengers can search live availability, complete a booking, pay and receive a ticket while staying inside a familiar customer relationship.
The work shows how enterprise messaging can become a practical service interface when conversation design, operational systems and payment are planned as one journey.
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