The Problem Landscape
"The older booking engine Djubo had as a part of their SAAS product set had an outdated experience and was struggling with the customer conversion rate impacting hotels revenue"
We conducted a UX & behavioural audit to identify some critical of the problems
COGNITIVE LOAD
TARGETED TOUCHPOINTS
INEFFICIENT WORKFLOW
STUCTURAL CONSISTENCY
IMPLICIT AFFORDANCE
RAGE CLICKS
The State of Old Product
01
Find the Root Cause
Conduct UX & Behavioural audit to understand the consumer behaviour through user research, analytics & past data.
03
Craft Delightful Design
Craft a delightful Booking Experience for customers with a fresh look and feel.
Objective
The aim was to find out the reason for customer drop rates and craft an experience that promotes quick conversions and an enhanced booking experience of the end customers. The target was to
02
UX & Product Strategy
Craft better UX & Product Strategy that promotes loyalty & conversions by revisiting & redesigning the information architecture, workflows to fast, effective and usable
Minimal Time
Ensure that the process is as short as possible
Intuitive
Ensure that design is familiar & quick to understand
Delightful
Subtle colors and design that enhance exprience
Usable
Ensuring that the solution is usable and with the right affordance
The Solution
With all the research we came to a conclusion that almost 60% of the customer traffic was through mobile devices and our efforts should be in line with a "MOBILE FIRST APPROACH". Crafting a mobile experience that can easily transition to web and will help guest easily book the room and find suitable hotel deals in a fastest and most convenient way.
01
Find the Root Cause
Conduct UX & Behavioural audit to understand the consumer behaviour through user research, analytics & past data.
02
UX & Product Strategy
Craft better UX & Product Strategy that promotes loyalty & conversions by revisiting & redesigning the information architecture, workflows to fast, effective and usable
03
Craft Delightful Design
Craft a delightful Booking Experience for customers with a fresh look and feel.
Objective
The aim was to find out the reason for customer drop rates and craft an experience that promotes quick conversions and an enhanced booking experience of the end customers. The target was to
The Approach
We embarked on this journey by understanding the problem statement and focussing of data driven approach to dive deep into the customer behaviour keeping in mind the business goals. Crafting a B2C product experience needs more emotional, engaging and intuitive approach to tackle the challenges and design for quick conversions.
1. RESEARCH
(Data Driven Deep Dive Sessions)
Extensive data analysis & consumer journey analysis to map the existing journey & workflows. UX audit, heuristic evaluation of existing platform. Analysing the user touchpoints and demographics. Identifying gaps to craft booking journey that converts.
3. DESIGN
(Designing for Delight)
Armed with our research and ideas, we meticulously crafted the solution's information architecture. This ensured a user-friendly layout, followed by the development of initial wireframes and a high-fidelity UX prototype.
2. IDEATION
(Brainstorming Innovation)
To unlock the ideal solution, we facilitated collaborative brainstorming sessions. Through "blue sky thinking," we explored various possibilities and identified user wants beyond immediate needs.
3. TESTING & RE-DISCOVERY
(Refining the Experience)
The final step involved rigorous usability testing. This allowed us to identify any potential user roadblocks and refine the design for optimal ease of use and customer satisfaction.
Application Architecture
Aesthetics & Guidelines
Low Fidelity Wireframes
Testing the concept of wireframe level reduced the number of iterations and rework on the finalized concept
Low Fidelity Wireframes
Testing the concept of wireframe level reduced the number of iterations and rework on the finalized concept
Solution Prototype
The final solution addressed the needs of both the business and its customers, ultimately leading to a seamless and enjoyable food ordering experience for open theatre patrons.
Solution Prototype
The final solution addressed the needs of both the business and its customers, ultimately leading to a seamless and enjoyable food ordering experience for open theatre patrons.
The Solution
With all the research we came to a conclusion that almost 60% of the customer traffic was through mobile devices and our efforts should be in line with a "MOBILE FIRST APPROACH". Crafting a mobile experience that can easily transition to web and will help guest easily book the room and find suitable hotel deals in a fastest and most convenient way.
Intuitive
Ensure that design is familiar & quick to understand
Minimal Time
Ensure that the process is as short as possible
Usable
Ensuring that the solution is usable and with the right affordance
Delightful
Subtle colors and design that enhance exprience