Design + Marketing + Strategy
Design + Marketing + Strategy
Hotel Engine is an OTA, online travel agent, providing discounted hotel bookings for business travelers
While working with Hotel Engine, one feature I designed to be added to the platform was giving users the ability to modify their existing hotel reservations. Some major pains with the past process were there was not a way to self-serve from a customer standpoint and the Member Experience team was also overwhelmed with the amount of modification requests. KPIs included decreasing the volume of support calls and provide a tool member could use on their own time.
Click the link to experience the prototype yourself.
One of the stresses of making changes to an existing reservation for users is being assured that their request is successfully processed. Once the user submits their request, users receive a toast message as feedback to verify their actions were completed.
Here is a view of the user’s dashboard. Once the modification request is submitted, I needed to update the trip status on several pages of the products. This solves the need for user’s to get the latest updates on their travel arrangements.