Overview
Figma, Miro, Canva, Zoom
Challenge
Role
Time
Tools
This UX case study explores how to redesign the hotel booking flow based on usability testing and user research. The goal was to identify pain points in the booking journey and create a simplified, more transparent user flow that improves discovery, clarifies options, and streamlines checkout.
User testing revealed recurring frustrations across multiple booking sites:
🏖️ Difficulty finding hotels near desired locations
🍳 Unclear if breakfast was included in the price
🔁 Confusion around refundable or changeable rooms
💳 Checkout pages lacking a clear summary
🛏️ Room features and add-ons not visible enough
➡️ These insights highlighted the need for a clearer, more intuitive booking journey.
UX designer (solo): Notetaker, Moderator, Workshop facilitator, Information Architecture, Webdesign, with peer support for tests and card sorting
Sector
Hospitality – Hotel booking flow
12-month UX Design Institute program
Project:
Simplifying Hotel Booking Website
Define
Methods:
Customer Journey Mapping – To visualize user emotions, expectations, and pain points throughout the booking process.
Card Sorting – Organized clustered findings to define key themes and usability priorities.
Flow diagram – I created a user flow diagram to define the happy path of the primary use case, visualising each step of the hotel booking journey to ensure a clear, intuitive experience.
Outcome:
Clarified issues around search field usability, unclear pricing, and missing booking summaries.
Identified key opportunity areas to improve trust, clarity, and booking confidence.
Defined a focused problem statement to guide design decisions:
“How might we create a hotel booking flow that gives users clear, accessible information and a simplified checkout process, so they can book with confidence?”
Card Sorting → Organized clustered findings to define key themes and usability priorities
Customer journey mapping (Canva) → To uncover user emotions
