Booking Itinerary for Ruckify
Ruckify is a peer-to-peer rental marketplace, which allows members to rent items from one another.
This project is a redesign of how users keep track of their bookings, take key actions like leaving a review and modifying or extending a placed booking.
Project Overview
Our goals for this project was to improve the overall usability of the post booking experience. We needed to make it easier for users track upcoming, current and past bookings, as well as manage their bookings, make modification, cancel and leave reviews.
Empathize and Define
After collecting some feedback from our users, looking at some data and doing some competitive analysis we learned that our product was not taking care of our best customers. There were a few key problems for us to solve:
Our best customers who make multiple bookings, were not able to easily track their upcoming bookings or find some of the key booking information they were looking for.
Users were almost always looking for the same key pieces of information including booking dates and times, location and how they’ll get the item (if they’re pickup up or its being delivered).
Users were struggling to find how to leave reviews and wanted the ability to modify or cancel bookings, things that previously were not available in the product.
Ideating and Designing Solutions
We started our ideation by creating a user journey through the booking process. This helped us define the most important milestones for each persona. Using these milestones, we established different booking status’, and the different actions user should be able to take at each stage. For example:
Pre-booking, user needed to be able to cancel or modify their bookings.
During the booking, users needed to be able to extend their booking or end it early.
Post booking, users needed to be able to leave a review or request a refund.
This helped the team set the foundation for how users track all of their bookings, making it easier for customers to find past, current and future bookings. It also helped the team structure an itinerary template that could update throughout the booking journey, offering the most important information and actions based on the stage of the booking.
From there, we designed a number of different solutions and continued to iterate and experiment until we narrowed down to our best ideas and solutions. We created a prototype and got ready for testing.
User Testing
Talk about research questions, user base, test plan.
We used two different methods to test this project:
Moderated Usability Testing (Interviewing Users):
We booked hour-long interviews with users, observing them as they completed assigned tasks and asked a number of questions about what information finding and what they were looking for.
First Click Test:
Using all of our previous research, we asked users to locate and simply click on the page where they would find the most important booking information and where they would be looking if they needed to complete specific actions.
From these two tests, we learned the foundations of the designs worked well, users were able to successfully complete all of the actions they needed to and locate the information they were looking for. But there were also a number of opportunities for us to make improvements. For example:
Not all bookings were visible at all times on the order tracking page. This worked well for users with lots of orders, but was an inconvenience for those with only a few bookings.
The amount of information prioritized in the designs was overwhelming. Users were hyper focused on only about 50% of the content, meaning we could deprioritize some information and simplify the designs.
After testing, the team set towards iterating and retesting until we were confident in our solution.
Handoff
To finalize our design sprint, the team wrote technical requirements (user stories) for our development team. We put our BA caps on and defined in as much detail as possible, how the system should respond to different actions users take, how bookings should be organized, what milestones should require the booking and the interface to update. We continued to worked closely with the development team throughout the projects lifecycle to answer questions, resolve outstanding issues and provide QA support.
