Work Collection

Work Collection

Improving the usability of the Knowledge Base

Improving the look and feel of the Knowledge Base by updating the UI and following best practices for article design.

Mcafee.com

User Research

Competitive Audit

Prototype Testing

1 week sprint

2024

1 Designer (Me)

1 week sprint

2024

The Problem

The Problem

Electric vehicle (EV) owners face challenges finding hotels with charging facilities when planning a trip. The need to switch between multiple platforms to verify the location, type, and real-time availability of chargers, leads to a fragmented experience.

Electric vehicle (EV) owners face challenges finding hotels with charging facilities when planning a trip. The need to switch between multiple platforms to verify the location, type, and real-time availability of chargers, leads to a fragmented experience.

Solution

Solution

Provide EV owners with comprehensive, real-time information in one place, ensuring a seamless experience.

Provide EV owners with comprehensive, real-time information in one place, ensuring a seamless experience.

Method

Method

Integrating an API within the Booking.com platform interface.

Integrating an API within the Booking.com platform interface.

Process

Process

Analysis of problem | Design Constraints | Desk Research | Initial insights | User interviews/research | Concept proposals | Feedback | Design iteration | Prototype | User Testing | Final mocks | Dev-hand off

Analysis of problem | Design Constraints | Desk Research | Initial insights | User interviews/research | Concept proposals | Feedback | Design iteration | Prototype | User Testing | Final mocks | Dev-hand off

Digging deeper into the pain-point (analysing the brief)

Digging deeper into the pain-point (analysing the brief)

I started by looking at the ask and what the underlying pain-point the feature was trying to solve.

I started by looking at the ask and what the underlying pain-point the feature was trying to solve.

Constraints

Constraints

I decided to look only at the US and EU markets that have robust EV charging networks.

I excluded China since they use a different hotel booking platform

I decided to look only at the US and EU markets that have robust EV charging networks.

I excluded China since they use a different hotel booking platform

Desk Research - Booking.com review pages

Desk Research - Booking.com review pages

First-hand detailed accounts left by users about the availability of EV chargers at a given destination.

First-hand detailed accounts left by users about the availability of EV chargers at a given destination.

“I selected this place because of the EV friendly mentioned in Booking.com”

“I selected this place because of the EV friendly mentioned in Booking.com”

"EV charging at a destination is a great filter and one that would sway my decision when all other things are equal"

"EV charging at a destination is a great filter and one that would sway my decision when all other things are equal"

Themes identified

Themes identified

Inaccurate Information

Inaccurate Information

A hotel would state they had EV chargers only for the user to find they didn't exist on site.

A hotel would state they had EV chargers only for the user to find they didn't exist on site.

Availability


Availability

Users didn't know how many ports were available and whether they were in use.

Users didn't know how many ports were available and whether they were in use.

Compatibility


Compatibility

Users didn't know if the port was compatible with their car and/or how long charging would take

Users didn't know if the port was compatible with their car and/or how long charging would take

Cost


Cost

Users didn't know if the charger was included in the cost of the room.

Users didn't know if the charger was included in the cost of the room.

“It really ruined things worrying about charging all the time.”

“It really ruined things worrying about charging all the time.”

“Charging possibilities for e-cars avaialable. For us an important reason to book!
...Costs a lot of vacation time”

“Charging possibilities for e-cars avaialable. For us an important reason to book!
...Costs a lot of vacation time”

User Interviews - in person and online

User Interviews - in person and online

I spoke to two EV vehicle owners and 30+ EV owners through groups on Discord and looked at Reddit forums.

I spoke to two EV vehicle owners and 30+ EV owners through groups on Discord and looked at Reddit forums.

“Now having EV charging at the hotel I’m staying at has gone
from a “nice to have” to “MUST have”

“Now having EV charging at the hotel I’m staying at has gone
from a “nice to have” to “MUST have”

Observations

Observations

Use of 3rd party apps

Use of 3rd party apps

A hotel would state they had EV chargers only for the user to find they didn't exist on site.

A hotel would state they had EV chargers only for the user to find they didn't exist on site.

Switching b/w browser tabs

Switching b/w browser tabs

Users didn't know how many ports were available and whether they were in use.

Users didn't know how many ports were available and whether they were in use.

Competitive Audit

Competitive Audit

How other travel aggregator platforms and third party companies handled getting accurate EV-charging information and keeping it real-time.

How other travel aggregator platforms and third party companies handled getting accurate EV-charging information and keeping it real-time.

I identified the following subsets of users

I identified the following subsets of users

EV owners

EV owners

Users who relied on ~2 websites to cross-reference listings on Booking.com.

Users who relied on ~2 websites to cross-reference listings on Booking.com.

Tesla owners

Tesla owners

Users who didn't need to plan in advance since the Tesla native app let them know where chargers were available.

Users who didn't need to plan in advance since the Tesla native app let them know where chargers were available.

Business travelers

Users who might not be able to select their car in advance and are stuck when arriving at a hotel not equipped with them.

Renters

Typically users in the EU who would drive to another country for holiday.

Target audience and JTBD

Ideation

I assessed the existing layout and decided there were multiple points where I could include the necessary information.

What information would enable an EV owner to make an informed decision?

User Testing

I used BallparkHQ to carry out unmoderated usability tests.

What I learned

Placement of info

Where the info was placed was important. Users expected it within the filters section as well as right on top above the fold of the individual hotel page.

8/11 users found the info fairly easily

Users didn't know how many ports were available and whether they were in use.

Reduced friction while planning for EV owners - a success?

This feature enables travellers to cut down the number of steps involved while planning a trip.

It also keeps the user on the same platform while making the booking ensuring a more hassle-free overall experience.

What I'd do differently - if this were a real project

Booking.com prides itself on data-led design decisions. Here's how I'd measure success:

Accuracy over time

Did the information stay accurate over an extended period.

Bounce rate


Did users stay on Booking.com's platform?

CSAT scores


Did we see an improvement in CSAT?

Holla at Me

Feel free to contact me. I'm actively looking for a new challenge!

Neha Ashok

LinkedIn

Holla at Me

Feel free to contact me. I'm actively looking for a new challenge!

Neha Ashok

LinkedIn