UX Design Institute
Hotel Booking Case Study
The Goal
I aimed to provide an improved hotel booking experience for iOS devices.
The Solution
Simplify the booking flow for users aged 40+.
Improve the UX of Check-In, Filtering and Room Amenities booking features.
The Result
I created an app called CAHA.com that provided check-in onboarding, improved filtering options, and incorporated a non-forceful hotel package experience.
With the pandemic heavily impacting travel in 2020, was the market still stagnant in 2022?
Were countries becoming less restrictive for travel? Were the public beginning to show signs of booking again?
Billion travel bookings globally in 2019
$755
Billion travel bookings globally in 2020
$403
Decline due to the pandemic restrictions
$613
Billion increase with the ease on travel restrictions in 2021
46%
Online travel market - statistics & facts Statista 2022
Customer Benchmarking
Survey participants
20
App reviews from competing apps
30
The research survey comprised online interviews with hotel booking users who use booking apps frequently. I asked them about their habits, needs, and problems.
Competitor Insights
Expedia offer
A large variety of over a million flights, hotels, rental cars, packages and more.
Free cancellation on most holidays.
Extra savings when bundling flights & hotels.
Keep travel reservations all in one place.
Booking.com offer
Free cancellation on most rooms
Filter by price, review score, amenities, etc.
Find a last-minute stay or book far in advance.
24/7 customer support
Areas of opportunity
“Could do with viewing hotels on the map but otherwise love the app.”
“Getting fed up with being spammed with bundles and packages.”
Usability Testing
Usability Tests
2
User below 40
1
User +40
1
Booking Scenarios
2
I gave each user two booking scenarios from the home screen to checkout. E.g. book a holiday to Barcelona for two people that provides free cancellation.
Usability Testing Insights
Users visited the map to see how far the hotel was from the city without reading the hotel description.
Usually, the description would outline how close these areas were. But users were left unaware.
This led to users googling the hotel for an answer because they didn’t know the area.
Hotel Filtering
Filtering needed to outline if the user's hotel was close to the city centre.
Check-In & Out
The check-in and check-out process needed to have multi-functionality. Users could only pick their dates by endlessly scrolling through the months.
Room Amenities
It seemed too forceful and caused an unnecessary blockade to the users booking progress.
Design
My design vision was to streamline the process, reduce friction and ensure a seamless experience, increasing user satisfaction.
Design Solutions
Location Filtering
I included a Location filter to display hotels near the city centre, metro stations, beaches, and more.
This feature eliminates user uncertainty by providing relevant options based on their preferred locations.
This prevents users from googling their desired destination and doesn’t disrupt the booking flow.
Check-In Onboarding
Implementation of check-in onboarding to address confusion among older users during hotel booking.
This feature prompts a quick hint, ensuring a seamless check-in process.
Additionally, I incorporated seamless multifunctionality, allowing users to pick check-in and check-out dates on the same screen.
Friendly UI
It was essential to avoid flooding the user with unnecessary information.
Presenting only essential details and options to guide their booking journey efficiently.
By incorporating a quick and discreet "Maybe Another Time" button, I ensure that users can easily dismiss the package offer without disrupting the booking process.
Final Prototype
What I learned
As an entry-level experience designer working on a solo hotel booking case study, I successfully applied UX skills to create a user-centric platform. Facing everyday challenges,
I learned effective time management and embraced an iterative design process. Working independently allowed me to make informed decisions and take ownership of the project, fostering continuous learning and growth as a UX professional.
Project Status?
This case study is modified regularly to showcase new learnings. It is a staple in showcasing my UX Design growth.
