Designing a seamless booking
experience for India’s premier
holiday platform.
CLIENT
REGION
DELIVERABLE
TIMELINE
BRIEF
Simplify the booking
process and enhance
visualization to resolve
availability issues.
As of March 2023, MHRIL has 102 resorts across India & abroad. We were tasked with simplifying the holiday booking UX on the mobile app and web, in order to increase member engagement, satisfaction and improve brand perception. Limited inventory on the membership program which is time-shared and tier-based resulted in unavailability of favourite resorts leading to in a dead end, since members are unaware of the other locations that were still available. Resulting in under-bookings, complaints and dissatisfaction.
OUR ROLE
Distinct navigation system and IA
Booking success is frustrating, due to lack of perceived options and the high cognitive load in understanding the booking journey.
Guided booking flow
Address selective high-demand inventory, overdue annual fees, intricate membership benefits and a lack of visual aesthetic.
Mobile-first thinking
Current technical infrastructure necessitated re-engineering to offer a customer-centricity for 285000+ members.
Our Approach
Implementation of an extensive process, seamless booking journey.
Conducted in-depth research for user challenges and needs to uncover pain points and enhance user experience.
Visualise the complex flow and build a customer journey and flow to represent steps and interactions for customer experiences
Create concepts and high- fidelity wireframes based on user experience principles to validate functionality.
A mobile-first collection of design components, guidelines, best practices for consistency.
Create digital components and user interface patterns, focusing on aesthetics and interactive elements.
RESEARCH
Immersion and UX research.
We developed an immersive 360° research initiative that involved pan-India interviews, market trend analysis from the sales team, aligned with the brand team's expectations. We ran strenuous audits on benchmarks and competitors to extract trends in superior travel experiences. The outcome was a meticulous customer journey map, illustrating the emotional trajectory experienced by members during resort bookings.
IDEATION
Ideate and define.
Our insights and research report underpinned key themes influencing operations and customer experiences. We provided a ready reckoner of improvement areas that would directly impact outcomes for the business and the member. Our 3- pronged approach: Unify-Elevate-Optimise. Unify touch points and leverage personalized journeys. Elevate property discovery to a dynamic experience that showcases the 125+ resorts. Optimize check-outs with an efficient tabular calendar that showcases availability and payments, all on one screen.
OUR STRATEGY
Improved on-location sales
An experience offering pre-travel ideas, on-site activity recommendations, and post-travel collages.
Personalized itineraries
Personalized resort screens provided better activity booking options.
Real-time availability updates
Offer real-time booking availability across 125+ properties by package and season.
EXECUTION
Elevated experience design.
For members, the homepage and search design offered multiple options, ensuring seamless bookings and zero dead ends. Personalized itineraries and transparent up-selling made complex tier benefits easy to select and book. For business, search results reduced vacant inventory by efficiently rotating it, and the new notification system improved payment collection. Detailed resort screens and vivid prospect journeys further boosted on-location sales and new memberships.
CONTACT US
All strong business partnerships
start with a conversation.
