This project was completed during my internship as part of a four-person product design team. My responsibilities included research, UX design, visual design, and prototyping, culminating in the launch of a new feature.
The Impact of Booking on User Engagement
Booking stands out as a platform that enriches user engagement by emphasizing shared experiences rather than just individual reservations. It fosters connections among users based on their activities and interactions within their environment.
In a user study, I spoke with Sam, a facility manager, while observing him use the app to manage room bookings and promote available spaces. He mentioned that the app streamlines the scheduling process and helps create a sense of community among users.
Designed for easy interactions, the platform allows users to book multiple rooms, view reservation details, and communicate directly with facility managers. This user-centric approach makes it effortless to explore and reserve various spaces, whether browsing listings, saving bookings, or reaching out for assistance.
Enhancing User Interaction with Booking
The Booking platform is designed to improve user engagement, even when users are occupied with work, meetings, or other commitments.
It allows users to schedule room reservations and announcements, ensuring that important updates are consistently shared. By setting how many bookings or posts are automatically published within specific time frames, users can maintain ongoing communication and ensure seamless management of spaces. This feature not only keeps everyone informed but also helps to streamline operations, encouraging efficient use of facilities and improving overall user experience.
The initial experience on Booking was constrained
Beyond the challenge that users could only manage room reservations manually, we identified several other pain points in two scenarios within the mobile experience.
1. When booking a room:
- Unfamiliar with the process of booking rooms
- Confusion between different room types and their features
2. When managing bookings:
- Unclear what happens after confirming a booking
- Complicated steps to navigate to booking settings
- Complicated steps to navigate to booking settings No option to view and adjust notifications for booking updates and reminders
1. User & Business Goals
- The user goal focused on making room booking and management more accessible on mobile, while the business goal aimed to increase room utilization and streamline facility operations.
2. Impact
- Achieving these goals will improve efficiency in managing bookings, helping users access rooms more easily even during busy periods. This would result in higher and more consistent facility usage, optimizing operations without overwhelming users.
Challenge
We identified three key objectives and tackled them simultaneously. These "how might we" questions guided our brainstorming and concept development during the whiteboarding phase
Ease of Use
How might we simplify the booking process to ensure users can make reservations effortlessly?
Clarification
How might we help users clearly differentiate between booking, modifying, and managing reservations?
User Empowerment
How might we provide users with better tools to manage their bookings and itineraries efficiently on mobile?
Research
Competitive Analysis
We analyzed platforms like Booking.com and Expedia to enhance booking management for both travelers and hotel managers. Collaborating with the Data team, we identified booking patterns and user actions to prioritize key features.
Data Analytics
Collaborating with data, we analyzed booking patterns to identify peak times and common user actions. These insights informed our feature development and prioritized enhancements for user benefit.
Understanding Target Users
As the platform is new, I explored various design strategies, prioritizing intuitive layouts and seamless navigation. Each iteration aimed to streamline the booking process, enabling users to search, book, and manage reservations easily while keeping the interface engaging.
Design System
While refining design solutions, we reviewed existing guidelines to maintain consistency. We created new UI components where needed to improve clarity and efficiency in user experience.
Exploring Design Treatments
Through feedback sessions and design critiques, I found that integrating native design principles enhanced efficiency and created a seamless user experience. I focused on crafting clear, engaging copy to guide users through the app and clarify the benefits of effective booking management. User testing was essential for validating my design choices, helping me gain confidence in the platform's usability and overall effectiveness.
Helping Users Navigate Booking Management
A significant challenge was that users struggled to understand the process of making reservations and managing their bookings, often confusing it with event scheduling.
To address this issue, we aimed to create a comprehensive experience. This involved designing from the moment users express interest in a booking to their ongoing interactions, providing contextual guidance and timely feedback throughout their journey.
Streamlined Access to Booking Information
We focused on organizing key details into distinct sections like “Upcoming Reservations,” “Saved Bookings,” and “Property Overview.” This clear layout helps users find necessary information quickly and efficiently.
Simplifying Navigation for Better Engagement
By categorizing information effectively, we made navigation easier, encouraging users to engage more with their bookings. This approach promotes a smoother and more enjoyable interaction with the platform.
Users can effortlessly browse upcoming bookings by swiping through a visually engaging interface, making it easy to discover new options.
The saved bookings section allows users to track their favorite reservations, ensuring they never miss important details about their trips.
A streamlined search function enables users to find accommodations and activities that match their preferences, facilitating quick access to relevant information and enhancing their travel experience.
Users can access detailed booking profiles that include descriptions, available dates, and pricing information, providing a comprehensive view of what each option offers and helping them make informed decisions.
Engagement Timing
I analyzed user behavior to identify when travelers are most active, discovering that peak booking times are typically during afternoons and early evenings. This insight enables the platform to feature promotions and notifications that align with users' schedules.
Relatable Copy
I crafted app language that resonates with users, incorporating terms like "Evening Getaways" for after-work trips and "Weekend Escapes" for short vacations. This relatable copy creates an inviting experience, encouraging more users to engage with the platform.
Impact
The goal is to launch the redesigned booking platform, simplifying the process of searching for and managing reservations. While ongoing improvements are essential, I am excited about the platform's potential to enhance user engagement and create a more connected travel community.
Team
- Project Creator: Startup Croydon
- UI/UX Designer: Cindy Yuen, David Bolokan, Chirage, Shirkan
- User Testing Participants: Testing with Stakeholders various users