Four Seasons, Booking — Mobile App
Book your stay seamlessly.
Four Seasons, Booking — Mobile App
Book your stay seamlessly.
Four Seasons, Booking — Mobile App
Book your stay seamlessly.
Overview.
Based on Four Seasons guest and property feedback, we learned that users found it difficult to book a stay through the WebView flow in our mobile app. I worked with our lead designer to redesign it into a native experience — improving usability, reducing friction, and driving higher conversions. My role included hi-fidelity designs through handoff for MVP, and co-leading half of phase 2.
Looking to test it out?
🚀 Impact
+$81M revenue, +2.6% conversion
🤝 Design Team
Tiffany Chau, Ajay Mohan
🧠 Roles
UI/UX Design, Prototyping, User Testing, Handoff, QA
⏱️ Shipped
Phase 2 - Q4 2023, MVP - Q4 2022
Overview.
Based on Four Seasons guest and property feedback, we learned that users found it difficult to book a stay through the WebView flow in our mobile app. I worked with our lead designer to redesign it into a native experience — improving usability, reducing friction, and driving higher conversions. My role included hi-fidelity designs through handoff for MVP, and co-leading half of phase 2.
Looking to test it out?
🚀 Impact
+$81M revenue, +2.6% conversion
🤝 Design Team
Tiffany Chau, Ajay Mohan
🧠 Roles
UI/UX Design, Prototyping, User Testing, Handoff, QA
⏱️ Shipped
Phase 2 - Q4 2023, MVP - Q4 2022
Overview.
Based on Four Seasons guest and property feedback, we learned that users found it difficult to book a stay through the WebView flow in our mobile app. I worked with our lead designer to redesign it into a native experience — improving usability, reducing friction, and driving higher conversions. My role included hi-fidelity designs through handoff for MVP, and co-leading half of phase 2.
Looking to test it out?
🚀 Impact
+$81M revenue, +2.6% conversion
🤝 Design Team
Tiffany Chau, Ajay Mohan
🧠 Roles
UI/UX Design, Prototyping, User Testing, Handoff, QA
⏱️ Shipped
Phase 2 - Q4 2023, MVP - Q4 2022
How might we streamline booking on the mobile app?
Design Process & Backstory • 2 min read
How might we streamline booking on the mobile app?
Design Process & Backstory • 2 min read
How might we streamline booking on the mobile app?
Design Process & Backstory • 2 min read
PROBLEM
Behold the multi-room booking conundrum.
One major issue we identified during the redesign process was a lack of clarity when it came to booking multiple rooms. With so many ways to customize, users could have trouble tracking what options they selected for each room and their progress to checkout. How can we help users stay oriented, feel in control, and complete their booking with confidence?
PROBLEM
Behold the multi-room booking conundrum.
One major issue we identified during the redesign process was a lack of clarity when it came to booking multiple rooms. With so many ways to customize, users could have trouble tracking what options they selected for each room and their progress to checkout. How can we help users stay oriented, feel in control, and complete their booking with confidence?
PROBLEM
Behold the multi-room booking conundrum.
One major issue we identified during the redesign process was a lack of clarity when it came to booking multiple rooms. With so many ways to customize, users could have trouble tracking what options they selected for each room and their progress to checkout. How can we help users stay oriented, feel in control, and complete their booking with confidence?
EXPLORATION / RESEARCH
The strategy called gamification.
With my initial design explorations, the feedback was that they either weren't engaging enough or there was too much information to digest upfront. Keeping this in mind, I wanted to find out how other competitors handled multi-room bookings.
It turned out that most competitors only allow users to book identical options for all rooms, avoiding complexities altogether. This meant I was going to have to dig deeper beyond the hospitality industry to find the right solution—which led to the realm of gamification.
EXPLORATION / RESEARCH
The strategy called gamification.
With my initial design explorations, the feedback was that they either weren't engaging enough or there was too much information to digest upfront. Keeping this in mind, I wanted to find out how other competitors handled multi-room bookings.
It turned out that most competitors only allow users to book identical options for all rooms, avoiding complexities altogether. This meant I was going to have to dig deeper beyond the hospitality industry to find the right solution—which led to the realm of gamification.
EXPLORATION / RESEARCH
The strategy called gamification.
With my initial design explorations, the feedback was that they either weren't engaging enough or there was too much information to digest upfront. Keeping this in mind, I wanted to find out how other competitors handled multi-room bookings.
It turned out that most competitors only allow users to book identical options for all rooms, avoiding complexities altogether. This meant I was going to have to dig deeper beyond the hospitality industry to find the right solution—which led to the realm of gamification.
APPROACH
Crafting a journey that actually makes sense.
If education apps can use gamification to guide users through learning processes, we could apply a similar logic to multi-room booking. After several iterations, there were two ideas that stood out:
First—introducing a progress card at the top of the screen, so that users could visually see their progress towards checkout. Clicking it would open an overlay where they can quickly review and edit their selections.
Second—showing a summary page each time the user completed their selections for one of the rooms, rather than only before checkout.
APPROACH
Crafting a journey that actually makes sense.
If education apps can use gamification to guide users through learning processes, we could apply a similar logic to multi-room booking. After several iterations, there were two ideas that stood out:
First—introducing a progress card at the top of the screen, so that users could visually see their progress towards checkout. Clicking it would open an overlay where they can quickly review and edit their selections.
Second—showing a summary page each time the user completed their selections for one of the rooms, rather than only before checkout.
APPROACH
Crafting a journey that actually makes sense.
If education apps can use gamification to guide users through learning processes, we could apply a similar logic to multi-room booking. After several iterations, there were two ideas that stood out:
First—introducing a progress card at the top of the screen, so that users could visually see their progress towards checkout. Clicking it would open an overlay where they can quickly review and edit their selections.
Second—showing a summary page each time the user completed their selections for one of the rooms, rather than only before checkout.
USER TESTING
Testing our assumptions.
In usability tests with 10 participants, insights revealed that 100% of participants were able to understand the function of the progress card, edit their previous selections, and book a multi-room stay successfully. This validated that the redesigned multi-room booking flow is intuitive, giving users better control and visibility during their journey to checkout.
USER TESTING
Testing our assumptions.
In usability tests with 10 participants, insights revealed that 100% of participants were able to understand the function of the progress card, edit their previous selections, and book a multi-room stay successfully. This validated that the redesigned multi-room booking flow is intuitive, giving users better control and visibility during their journey to checkout.
USER TESTING
Testing our assumptions.
In usability tests with 10 participants, insights revealed that 100% of participants were able to understand the function of the progress card, edit their previous selections, and book a multi-room stay successfully. This validated that the redesigned multi-room booking flow is intuitive, giving users better control and visibility during their journey to checkout.
RESULTS / IMPACT
Turning chaos into clarity.
In 9 months, the new booking flow has generated $81 million in revenue and 2.60% increase in conversion rates. Previously the booking flow was clunky and confusing—now users can search results faster, book single and multi-room stays more efficiently, and checkout with ease.
RESULTS / IMPACT
Turning chaos into clarity.
In 9 months, the new booking flow has generated $81 million in revenue and 2.60% increase in conversion rates. Previously the booking flow was clunky and confusing—now users can search results faster, book single and multi-room stays more efficiently, and checkout with ease.
RESULTS / IMPACT
Turning chaos into clarity.
In 9 months, the new booking flow has generated $81 million in revenue and 2.60% increase in conversion rates. Previously the booking flow was clunky and confusing—now users can search results faster, book single and multi-room stays more efficiently, and checkout with ease.
REFLECTION
A lesson in progressive disclosure.
The multi-room problem taught me that sometimes we need to give users just enough information to move forward, but keep the details within reach. Instead of overwhelming users with a summary of all their rooms at all times, we let them focus on one step at a time while keeping their selections accessible in a single tap. Clarity isn’t about showing everything at once—but surfacing the right information at the right moment.
REFLECTION
A lesson in progressive disclosure.
The multi-room problem taught me that sometimes we need to give users just enough information to move forward, but keep the details within reach. Instead of overwhelming users with a summary of all their rooms at all times, we let them focus on one step at a time while keeping their selections accessible in a single tap. Clarity isn’t about showing everything at once—but surfacing the right information at the right moment.
REFLECTION
A lesson in progressive disclosure.
The multi-room problem taught me that sometimes we need to give users just enough information to move forward, but keep the details within reach. Instead of overwhelming users with a summary of all their rooms at all times, we let them focus on one step at a time while keeping their selections accessible in a single tap. Clarity isn’t about showing everything at once—but surfacing the right information at the right moment.