Home > User Experience > Of the users, by the users and for the users — A UX case study

Of the users, by the users and for the users — A UX case study

Of the users, by the users and for the users — A UX case study


A lot of users mistrust photos put up by the management, and for good reason.

This is probably not what he paid for

Keeping this in mind, the goal was to make it easy for users to access photo and video reviews posted by other GoIbibo users who stayed at the hotel

It would help with –

  1. Transparency and trust
    Users could view recent photos and videos from real guests
  2. Better decision making
    Users could see how well guest and hotel photos compare to each other
  3. Push hotels to provide better service
    Hotels would need to become more accountable to guests, provide better quality rooms, and push more honest photos

Everyone who wants to book a hotel online wants to know how it looks.

The absence of relevant photos can be a point of concern for users looking to make a decision on which hotel to book out of a bunch of options.

So our audience is anyone who wants to book a stay. This includes business travellers, students, couples, backpackers, travel bloggers, and everyone else who travels and books their stay online.

Since our platform allows people to browse offerings without signing up, this would include registered users as well as people who are just browsing.

People browse hotel photos for a surprisingly diverse set of reasons.

  1. They are planning a vacation with their family or friends
  2. They need to book a stay for a work trip
  3. They’re booking for someone else — like a colleague or a loved one
  4. They’re planning to spend a night or two in the same city, pampering themselves with a cushy bed and room service
  5. They’re daydreaming about a holiday and want to have a stay ready, you know, just in case

For each of these cases (and especially for the last one 😁), it’s important to have honest, transparent reviews that are easily visible and accessible across all mediums.

After all, you can daydream as easily at your office desk as you can on your way back home on the Metro after a class. 😊

If you’re a freelance designer or working at a startup, you start the design process with user research — validating the problem statement, and probing user needs and behaviours.

Larger organisations usually have their own user research teams and they do the heavy lifting. That was the case here, and I already had some data to go on.

Nevertheless, I discussed the problem statement a few times with the product manager to get clarity on what we were trying to achieve, and the current numbers which we were supposed to improve.

I moved on to the next steps.

  1. Check the status quo
  2. List the impacted screens and user flows
  3. Iterate on solutions
  4. Check for usability
  5. Deliver and measure
  1. One entry point each for Guest and Hotel photos.
  2. One entry point for videos and all recent photos
  3. Different sections in the gallery for each part of the hotel.
  4. Text reviews were 3 taps away from the Hotels details page, where users first came across the hotel’s photos



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