Wyne Direct Booking Engine
Hospitality
Context:
Wyne Hotel operates in a highly competitive hospitality industry, relying on third-party platforms like OTAs for bookings.
Problem:
The hotel faced low direct bookings, which significantly impacted revenue due to high commission fees and limited customer engagement opportunities. A solution was needed to drive direct bookings while improving user experience.
Role & Responsibilities
Product Manager - Product Designer
Conducted user interviews and surveys to identify customer pain points.
Collaborated with UX designers and engineers to design and develop the platform.
Defined KPIs and created a product roadmap aligning with revenue goals.
Led usability testing and iterated on designs to improve conversion rates.
Coordinated with the marketing team to launch and promote the platform.
The Approach (Process)
Research:
Conducted interviews with customers and front-desk staff to identify barriers to direct bookings.
Analyzed competitor booking platforms to benchmark features and usability.
Strategy:
Set goals to increase direct bookings by 20% and reduce reliance on OTAs.
Established KPIs such as booking completion rates, bounce rates, and average booking value.
Design & Development:
Partnered with UX designers to create wireframes and prototypes.
Implemented a mobile-first approach to address the growing trend of mobile bookings.
Developed a 3-step booking process and integrated payment gateways.
The Solution (Key Features)
Streamlined 3-Step Booking Process: Simplified the user flow to reduce drop-offs.
Personalized Recommendations: Tailored suggestions based on user preferences and booking history.
Real-Time Availability and Pricing Updates: Ensured users received accurate and up-to-date information.
Mobile-Optimized Design: Enhanced usability for on-the-go bookings.
Power in Numbers
$110,000
Annual Revenue
21%
Increased Conversions
1700
Annual Nights Booked
Visuals & Artifacts
Reflection & Learnings
What Went Well:
User-centric design approach led to high customer satisfaction.
Collaboration across teams ensured the platform was delivered on time and met business goals.
Challenges:
Addressing technical limitations in integrating real-time availability data.
Overcoming resistance from teams accustomed to relying on OTAs.
Lessons:
A data-driven approach to design and iteration can significantly improve product outcomes.
Cross-functional alignment is key to successfully launching user-facing platforms.