End-to-end Guest Experience Review

Project

I was asked to review the entirety of a user experience for a short-term rental company (think Airbnb, but if the hosts did it professionally). This included the experience of both digital properties and physical spaces, basically booking a suite, paying for it, completing security checks, interacting with staff, checking in, staying overnight, and checking out. My task was to document the process and note when it ‘broke down’ or revealed its seams. Secondarily, I was also asked to note where the experience affected Brand Equity.

Deliverable

The final report was lengthy, about 50 pages, and is divided into 10 sections:

1. Search Results

2. Google Places

3. Website Home

4. Apartments List

5. Apartment Details

6. Check-In

7. Lock Box Key Retrieval

8. Experience of the Space

9. Brand Equity

10. Check Out

Highlights

Critique of booking module

Microcopy evaluation

Map Interaction Suggestions

Guest Services Interaction Evaluation

Check-In Experience

Brand Equity Notes