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Booking.com is an online travel agency providing users with a one-stop platform to book travel stays, flights, rental cars, taxis, and attractions. With access to over 28 million stays worldwide, Booking.com offers a convenient and versatile solution for travellers.
As part of the Blossom UX School project, we were challenged to redesign the UX/UI of the popular app. As the users of Booking.com, my teammate and I decided to redesign their mobile application based on our case study. Due to a set project timeline, we focused on the stay booking process, the primary aspect of Booking.com.
Process
Research
DEFINE
ideate
prototype
vaildate
To begin this project, we conducted various research methods, such as desk research, competitor analysis, and user interviews, to gain valuable insights into users’ needs and pain points.
We analyzed App Store reviews from the past year(2021-2022 Oct) to gain deeper insights into the pain points experienced by current users.
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We researched and analysed four competing stay-booking applications: Expedia, Agoda, Airbnb, and Hotels.com. Our study involved comparing user flows across these applications. Additionally, we conducted desk research to gather information about their market share, primary user demographics, and key operating countries.
To identify pain points, we recruited 7 users of Booking.com and conducted user interviews. We created a questionnaire divided into four parts: Ice-breaking, User Behavior, Gathering Opinions, and UX Tasks with Product Reaction.
Interview Period
: September 16 - 20, 2022 (5 days)
Method
: Online interviews with 3 participants
: In-person interviews with 4 participants
Interview Duration
: Average 30 minutes
Gender Distribution
: 3 females / 4 males
Occupation Distribution
: 4 working professionals (English language translation / Lecturer)
: 4 students (Finance / Physiotherapy / Business Administration)
See full documents
Based on research and interviews, I defined the problem and structured our insights using SWOT Analysis and Empathy Mapping.
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After defining the problem, we used Crazy 8’s method to conduct UI idea sketches; it is a fast sketching exercise to sketch eight distinct ideas in eight minutes.
After going through several processes, we visualized our ideas and created low-fidelity wireframes.
Each highlight in the new Bookings experience is specifically crafted to capture a particular aspect of the user journey. It clearly indicates which design goal it adheres to, the user scenario or problem it solves, and explains in detail how the solution works.