I organized remote work sessions with 4 other designers to ensure that we uncover insights that would guide us to inform the use cases for our guest booking an experience

Additionally I frequently involved the remaining, Designers, Design Director, Product Managers teams on progress and feedback for a cohesive remote work flow.

7. Who’s coming

Add extra guest participating in the experience

Add large group size for private groups

8. Guest details

Add your guest details

First Name
Last Name
Email

Add Child details

Age (required_

9. Confirm & pay

Review your experience details

10. Confirmation

The experiences flow for our guest unfortunately did not reflect these clear steps, and was plagued by the same surprises and confusion that existed while booking a home.

Early Insights from remote research and audits

With Online Experiences on the horizon and eventually in person Experiences, there was a clear opportunity to introduce the clarity that our new checkout brought.

I took it upon myself to also deliver an extensive audit of each platform to highlight some of the issues the fragmentation of experiences or guest were facing once more.

New Web/Mobile Web users went through = 16~ steps

New Android users went through = 14~ steps

New iOS users went through = 13~ steps

Insight 1:

Similarly to the home booking experience, there was no clear path to the end. Years of incremental experimentation led to fragmentation and would result in confusion, and lack of flexibility when checking out.

Insight 2:

There was clear opportunity to declutter the ways in which to add extra guests, or required information without needing extra steps. Research from 1 year prior done by the team had also reflected this sentiment from the guests.

Exploration, and iteration

As I led the team to understand the established principles in our new Checkout experience for homes, we began to explore a new and efficient way for experiences to gain all the benefits from a 1 page checkout.

Goal:

The team iterated on concepts that would set the right expectations and consolidate all actions required and enable the ability to add adults, and children.

It was key to address the ability add guests to the required section and the complexity that came with this. Along with how we revealed the requirements set by the host

“Consolidated Guest and Dates” concept:

Given that the complexity that lays with the ability to change dates, guest, and time, this concept focused to address all use cases in one component.

“Separated Guest and Dates” concept:

This concept offers separate actions for each action, while still capturing the complexity that lies with changing change dates, guest.

Results: Separated guest and dates concept set better expectations, after extensive reviews with Design leadership and directors.

Additionally early data supported seeing positive engagement with the same pattern on the global pretest for those booking a home.

Enabling guest to experience our new checkout design when booking Experiences.

Experiences offered their own set of challenges with adding multiple guests, and availability being dependant on your guest count and dates.

But maintaining focus with our principles and close collaboration with the systems team ensured we delivered the most craftful and flexible experience

Edit dates and availability

Changing your dates

Continuing to set clear expectations

I led team to establish a central context sheet that offered the flexibility to edit your dates without having to go back to your original flow.

Edit guests and availability

Changing your guests

Continuing to ensure flexibility

To ensure full flexibility this central context sheet also offered other modes for our guests to add guest and time.

Add guest details

Add required guest details

Continuing to consolidate friction

I led the team to reduce the steps for adding guest info with the new system and accommodate for any new use cases.

Impact and success?

This initiative was one of many during the Pandemic that was being pushed forward to adapt to the new online model.

Although I won’t be there for the launch, or partial global test. I am proud of the work I was able to lead remotely.

I was able to design for use cases in China, and Cuba which are not reflected here for confidentiality reasons.

I will see it eventually as my team will carry it on.

In retrospect, I wish the sprint could have been done in person.