A seamless online check-in experience for B&B customers
An expert evaluation to start assessing what’s in place
Both B&B Hotels mobile app and website pages were evaluated based on ergonomic criteria and on our experience with digital product uses
Following the work done on the cross-canal journey modelling, we did an ergonomic evaluation of the check-in process.
Each phase of the customer journey (booking, payment, online check-in, feedback, email reception…) has been analyzed using heuristic criteria. Elements negatively impacting UX were identified and helped us define the topics and different focuses of the user test scenarios.
Customers in charge: user tests
User tests were conducted to assess users feelings and user journey’s effectiveness.
A representative user panel is recruited by our partner Point Virgule . User tests have been carried out in their offices.
French, German, and Italian users were involved. Their reactions and comments have been recorded and registered as the scenarios unfold.
Online check-in journey optimization workshop
We presented a report regarding the test results, before starting the co-design workshop on improvement leads.
Step by step, we collected and prioritized commercial feedbacks from French, German, Italian and Spanish B&B Hotels teams.
During the second phase of the workshop, the teams reflected on online check-in improvement leads, taking into account the users’ feedback.
Summary and improvement proposals
Based on leads identified during the workshop, a summary has been provided, indicating the possible online check-in user journey optimizations.
Co-designed improvement recommendations met B&B Hotels team’s objectives and requirements by proposing a simplified mobile app use.
User journeys appear to be more fluid, providing the right information at the right time. The general coherence of the whole is ensured.