DISCOVERY - MVP
BOOKING.COM
My role
Product discovery and development of a new airport transfer service. Design thinking, user research, hypothesis generation, running workshops/testing and MVP design.
Setup and conducted field research on site across Europe to validate and launch a phase 2 pilot.
Design a better customer experience for airport pickups using existing suppliers
Design a better customer experience for airport pickups using existing suppliers
Hypothesis
By having a Booking.com host on-site we would better control the airport pick-up, leading to an improved experience for both customers and suppliers. We would provide higher brand visibility and an additional touchpoint for upsells.
Objectives
•Design the experience flow
•Test it for first feedback from customers and suppliers
•Estimate the commercial case around it
•Inform next steps
How it works
Our host acts as the first point of contact at the airport. Customers are sent clear instructions about the meeting point together with the name, picture and contact details of the host. They are reassured that someone will be there if the flight is delayed or they need more time.
How it works
Our host acts as the first point of contact at the airport. Customers are sent clear instructions about the meeting point together with the name, picture and contact details of the host. They are reassured that someone will be there if the flight is delayed or they need more time.