The Journey for a reservation platform
This was a project to make a better journey for the user of a hotel reservation website, in the purchase of travel packages.
The current journey is a 6 steps way to finish a reservation, besides downloading the app and making a registration. As seen below:
Our proposal is to make a reservation in the same way we talk to our friends in What’s app, we can accomplish that by a bot. Our proposal take the biggest barrier that is too download, the customer can just send a message and get his reservation in place.
The hypotheses to be validated is if the user would go through the same flux to make a reservation?
The gains that the client would have:
> Practicality – You just send a message and the Bot activates.
The references in the market are: Teclado Itaú, Atendimento Oi
> Elimination barriers – In the sense that the customer does not have to download a app of (97MB), it reduces the friction generated that could happen if you have a limited data plan or limited space in your smartphone.
The purchase of a plane ticket and the rental of vehicles were not considered.
The payment the client must be redirected to a safe portal.
Understanding the legacy
Looking in the market we’ve found other companies that created applications that work in third parties apps, out of their main platform, this encourages us to look for further into this option.
Oi Virtual assistant. Ask help for the services.
Teclado Itaú
With Itaú keyboard you can transfer money very fast and easy.
We tracked all the paths that the user need to make a reservation as blow image:
Full Journey
The low fidelity prototyping took place in the Land Bot platform, to validate the flux of information, you can try it yourself in the link below:
https://landbot.io/u/H-170223-7RXQ5XZN5S9UUMOE/index.html
The final product resulted as the screen shots below:
Conclusion:
Our product was able to reduce the friction in the journey, it made the service accessible to virtually 1.5 billion users that have What’s app in their phones, and can be implemented in other message application.
In the research the users have described the function as impressive and much easier to use than the current version.
