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Redesigning the reservation journey.
Overview
Despite an existing integrated coin top-up feature within the booking process, users were leaving the flow to manually add coins in the coin top-up screen. We identified the reason and redesigned the booking journey to create a smoother reservation experience.
Problems
When users have insufficient coins during the booking process, they are given the options to either top up or use the pay later feature. However, we noticed that users were unable to use use both features at the same time along with a few other problems.
During reservation, if the user does not have enough coins, they are able to top up or use the Pay later feature. Topping up coins is done through a modal with many different screens and once topped up, users restart their reservation journey. The process is not smooth and requires many steps from the user. We aim to streamline this process and reduce the number of steps.
Opportunity
How might we simplify the booking process to make it simple, quick and intuitive?
Goal
To simplify the booking process for users with an insufficient coin balance
Too Many Screens
The top up process during the reservation process has 5 different screens.
Manual Calculation
Users are required to remember how much coins they are missing during top up. There are no reminder of the booking cost during top up.
Unintuitive Payment Options
If the user does not have enough coins for their reservation, they are given the option to top up or use the pay later feature. However the design does not let them use both simultaneously.
Reduced Screens
Minimise the number of screens for bookings with an insufficient coin balance.
Automatic Calculation
Computers are great at calculations, the number of insufficient coins should be selected automatically and confirmed by the user.
Intuitive Payment Options
Coin top up and Pay Later should work together to eliminate complicated workaround.
Design Iterations
Outcome
When users have insufficient coins during the booking process, they are given the options to either top up or use the pay later feature. However, we noticed that users were unable to use use both features at the same time along with a few other problems.
During reservation, if the user does not have enough coins, they are able to top up or use the Pay later feature. Topping up coins is done through a modal with many different screens and once topped up, users restart their reservation journey. The process is not smooth and requires many steps from the user. We aim to streamline this process and reduce the number of steps.
