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Challenge
As the one in charge of selecting and booking the hotel for himself and his friends, Emilio often struggles to integrate their preferences in the decision process.
Customer Journey
Storyboard
Emilio gets a notification about a new event and opens the mail to find there was a rave festival coming up soon in Berlin.
Emilio remembers his friend Alberto who might interested too.
Emilio calls Alberto inform him about the event and a trip plan.
Later in a café, Emilio meets his friend and invites her for the event.
After office Emilio drives back home with all the excitement to book hotels.
Emilio starts exploring different hotels on imao to book for the event date.
A Travel Plan
Emilio selects all possible preferences to narrow down his search.
But was greeted with a message that there were no hotels according to those preferences.
His excitement slowly turns into disappointment but loosing no hope he keeps searching.
He tries to find hotels most near to event venue.
He removes some of his preferences with hopes to see some results.
He found only one hotel after all effort which surprised him. He wished to see some more results so that he could compare.
The Pain
UNDERSTANDING EMILIO
EMILIO’S SEARCH BEHAVIOUR
Research
INTERVIEWING TRAVELLERS LIKE EMILIO
OBSERVATIONAL STUDY IN LAB SETUP
STATISTICS ABOUT HOTEL STAY BEHAVIOUR
STATISTICS ABOUT ACTIVITY PREFERENCES
STATISTICS ABOUT TRAVEL EXPENDITURE PATTERN
STATISTICS ABOUT BOOKING SOURCES
DATA ANALYSIS & INSIGHTS FROM THE SURVEY
Merging Different PoVs
INTERVIEWING DIFFERENT STAKEHOLDERS
FRAMING THE CHALLENGE
Solution
PROTOTYPE TESTING
Ability to see number of hotels available as he keeps selecting the preferences helped him to discount preferences on the go
