Nick Dominguez

Case Study: Booking Flow

Background

Finding and booking a space is fundamental to the experience at AVVAY. If we have space the customer is looking for but don't provide an efficient and intuitive booking experience we'll increase the chances that the customer will drop off and either look for the same space elsewhere or find a different solution altogether.

Problem

In March 2018 I decided it was time to iterate on our core booking flow experience. This part of the product had not been changed since I initially designed and built it a year ago. There were a ton of improvements to make but I wanted to identify the big problems so we could prioritize the design and development work that we could move forward with.

After conducting several customer interviews, particularly with our hosts, I discovered that identity verification was a core problem to be solved. What could we do to provide more information from guests so that hosts could feel confident about accepting their reservation and working with them in their space?

Solution

Every customer on AVVAY whether a guest or host has a profile page. This profile page is where AVVAY users can get more information about each other like where they live. When someone creates an account on AVVAY we provide a way for them to list information like a biography description, social links, reviews, and ratings. This information can be particularly valuable to hosts when reviewing a guest booking request.

Based on the value of this information for hosts I decided to run an experiment and test whether we could immediately prompt the guest directly after a booking request to provide us more of this information. Any profile data would then be immediately provided to the host in the accept or decline flow to help them get a fully informed view in the booking request.

Using Fullstory we've seen positive results. Guests can immediately fill in more information about who they are once a booking request is triggered all while staying in the booking flow. The value is communicated back to them by letting them know that requests typically get accepted in less time when a host has the most amount of information on the user and the booking request.

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