Expedia Reshop
Architected a unified self-service system for booking changes and cancellations across all lines of business — flights, hotels, cars, activities — enabling 3 teams to build independently.
The Challenge
Expedia's post-booking experience was fragmented — each line of business (flights, hotels, cars, activities) had its own servicing flow. Customers had to navigate different UIs for different booking types, and engineering teams were duplicating logic.
Platform Architecture
Designed a shared servicing-api layer with a GraphQL contract to the UI and protobuf contracts to domain services. This enabled 3 teams (15-24 engineers) to build independently against a common interface without duplicating logic per LOB.
Performance
Led frontend performance initiatives tracking TTFB, TTI, and a custom 'Page Usable' metric. Through caching, loading state improvements, and bundle optimization, reduced Page Usable from 15s to 6.5s — a 57% improvement that directly drove booking conversions.
AI Integration
Embedded LLM capabilities into the Reshop Platform, allowing users to describe their need in natural language. The model interprets intent, queries downstream services for available options, and surfaces results — reducing reliance on live agents.