Innovating The Customer Portal
Baja Bikes is one of the world’s leading providers of guided bike tours, connecting travelers with local experiences in more than 200 cities worldwide. With over 500,000 customers every year and an annual revenue exceeding €16 million, Baja Bikes acts as the trusted middleman between local guides and tourists seeking authentic, sustainable ways to explore cities.
Baja Bikes recognized that their customer portal, which acted as the central hub where customers manage bookings, update details, and add extras, had become outdated. Built on legacy technology, it still saw around 2,000 monthly visits, but no longer reflected the company’s growth or customer expectations. To continue offering a seamless customer experience, Baja Bikes partnered with us to completely renew and modernize the customer portal.
How We Worked Together
The project started with a clear goal: to design and build a modern, user-friendly customer portal that would give customers full control over their bookings, personal details, and additional services.
Our first step was to meet with the key stakeholders and help them define what success would look like. Together, we explored the main priorities, identified the most important features, and set the boundaries for the project scope.
Once this was clear, we translated the findings into detailed user requirements. These requirements formed the foundation for the next phase, where we worked closely with the Baja Bikes internal design team to create the visual style and user interface. The new design reflected the familiar identity of Baja Bikes, while improving usability and accessibility.
The development process was organized into two-week sprints, following an agile approach. After each sprint, we presented a working demo and collected feedback from the team. This allowed everyone to stay involved and ensured that the project moved forward smoothly.
To make sure performance could be measured after launch, we implemented a custom setup of Google Analytics that provided detailed insights into user behavior. We also improved security and flexibility by integrating Auth0, which enabled a modern and secure login system.
After just four months, the new customer portal was ready for launch.
With thorough planning and a very structured approach, [Nexus Development] is achieving impressive results, always aiming for the best solution to solve a particular problem, using any tools at their disposal.
Jay
Chief Technology Officer
From 2000 monthly visitors to 7500
Throughout the project, we worked closely with Baja Bikes to make sure the customer portal would meet both business goals and traveler needs. The agile approach allowed us to act on feedback quickly and continue improving the experience.
After launch, we provided ongoing support and introduced new features that allowed customers to manage bookings, update their details, book extras, and access travel information in one place.
Within six months, the results were clear:
- Monthly visitors grew from 2,500 to over 7,500
- Customer satisfaction increased due to a faster and more reliable experience
- Load on customer service drastically reduced due to extended customer functionality
For Baja Bikes, this was more than just updating a system. It was a complete improvement of the customer experience. For us, it is a strong example of what can be achieved through teamwork, clear goals, and thoughtful design.
If your company is ready to improve its digital experience or bring a new idea to life, we would be glad to help you achieve similar results.
See Our Work
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