Booking.com Made Easy: Chat-bot Support, and Improved First-Time Experience
Booking.com is a widely used travel platform, but its vast options and interface can overwhelm first-time users. As a team we recognized the need for improvement and redesigned the platform, focusing on streamlined onboarding, AI-powered chat support, and simplified booking flows.
Our efforts resulted in improved user retention and satisfaction, with users finding the platform significantly easier to use.
Team: Group of 4
Timeline: 7 weeks
Tools: Figma, Zoom, LucidChart, InVision, MS suite
Target Audience: First-time travelers
Methods: Persona Development User Research/Interviews, Information Architecture, Sketching/Paper prototyping, Usability Testing
100 million+ people use Booking.com, with such an audience base it is important to enhance the user experience, and effectiveness to meet the high expectations of its users and to remain competitive in the Industry
Solution: A guided approach for booking success
We redesigned Booking.com with features specifically tailored to first-time users. This included enhanced onboarding, intuitive navigation, and proactive support to empower them to find their ideal stay confidently.
Combined Insights: Reviews and Interviews driven improvement in the Navigation, support, and transparency
We employed a multi-pronged research approach, combining user evaluations of the existing website, analysis of reviews across various platforms, and in-depth interviews.
User feedback revealed critical pain points within the Booking.com experience: lack of immediate customer support, limited transparency, and confusing navigation. These insights drive our redesign efforts to prioritize user needs.
Design Evolution: From Low-Fidelity to High-Fidelity Prototypes
We began by creating low-fidelity sketches to enhance booking.com's interface, focusing on filtration and support. User feedback led to key additions: a streamlined guest login, engaging splash screen, and further refinements for a seamless experience
We followed up with the high-fidelity sketches addressing key pain points. A splash screen boosting brand recognition, guest login simplifying booking, and a new chatbot addressing the user need for immediate 24/7 assistance. This targeted approach significantly improves the overall user experience.
