User testing prototypes to create a product that significantly improves the user experience, making it much easier for users to find and modify their room selections and ancillaries. Future-proofing goals ensuring WLH maintains a competitive edge in the market.
Business Transformation 2024
WLH's website was built on technologies that had become increasingly unreliable and slow. The business recognised the need to update its technology stack to create a more future-proofed platform. In Phase Two of this project, the focus was on improving the user experience during the booking process, specifically allowing users to more easily find and modify their room selections and ancillaries according to their specific needs.
My task was to lead the UX design efforts for the new booking engine. This involved understanding user pain points, aligning the design with business objectives, creating and testing wireframes, and ensuring a seamless handover to the development team—all while adapting to a mid-project rebrand.
I gathered detailed information on user pain points by analysing data from the call centre and Qualtrics surveys. This research highlighted the need for users to easily discover and modify their room choices and ancillaries during the booking process. I also conducted a competitor analysis to identify key industry features and innovations.
I engaged with key stakeholders to align the project with business needs and objectives, ensuring that the design solutions addressed both user and business requirements, particularly focusing on the flexibility users needed to tailor their bookings.
I mapped the entire user journey and restructured the information architecture, incorporating innovative design thinking to make it easier for users to find and modify their room options and additional services. This included continuing the development of the design and component library from Phase 1.
I created initial wireframes and conducted rigorous user testing, focusing on how easily users could navigate, select, and modify their room and ancillary choices. Based on feedback, I iterated on the designs to enhance usability. These refined wireframes were then presented to stakeholders and developers to establish project timelines.
I reworked the wireframes to create a stripped-back MVP, ensuring the core feature of easy room and ancillary modification was front and centre while planning for future enhancements.
I facilitated a smooth handover of all UX wireframes and artifacts to the development team, and I created prototypes for post-MVP features, which were also user-tested, to ensure the booking engine would continue to evolve based on user needs.
I facilitated a smooth handover of all UX wireframes and artifacts to the development team, and I created prototypes for post-MVP features, which were also user-tested, to ensure the booking engine would continue to evolve based on user needs.
When the business underwent a complete rebrand mid-project, I updated all in-progress wireframes to align with the new brand identity and developed digital brand guidelines focused on accessibility.
The booking engine reached the final stages of pre-release and is scheduled for delivery in Q4 2024. The iterative, user-focused approach led to a product that significantly improved the user experience, making it much easier for users to find and modify their room selections and ancillaries. This alignment with the business’s future-proofing goals ensures WLH maintains a competitive edge in the market.
