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![Hypothesis
We believe that changing [the horizontal lines that’s now separating the
property's information to vertical lines so it separates one property from
the other] for [all users] will make them [more legible and easy to
understand their purpose and hierarchy of information].
We will know this when we see [effect(s)] happen to [metric(s)].
This will be good for customers, partners and our business because [it will
help people make a better decision based on their needs].](https://image.slidesharecdn.com/copyofwebinar09-growyourbookingsbyincreasingyourloyalty-170329173024/75/Grow-your-bookings-by-increasing-your-loyalty-54-2048.jpg)
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Grow your bookings by increasing your loyalty
The document discusses strategies for increasing customer loyalty and bookings through user research and improved service. It emphasizes the importance of understanding users, engaging them effectively, and making data-driven decisions rather than opinion-based ones. Key takeaways include the uniqueness of customers, the need for ongoing iteration, and the significance of trust and communication in loyalty programs.
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Grow your bookings by increasing your loyalty
- 1. March, 2017 Grow yourbookings by increasing your loyalty
- 2. PRESENTER Diana Arvayo UX Researcherat Nearsoft @dianonina PRESENTER Maria Lígia UX Designer at Booking.com @marialigiak HOST Jorge Symonds Content Creator @jorgepistola
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- 11. You’re not theonly one...
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- 23. Understand Your UsersFirst “Real loyalty is earned with great service, and great service starts with user research.”
- 24. Understand Your UsersFirst Understand your users User Research =
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- 27. Increase the conversion rateon their Evernote integration. Challenge:
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- 33. ☺ ☹ Effort 6 Screens TravelPreference Form
- 34. EffortBenefits Trust ☺ ☹13Steps To get the first hotel suggestion. A big effort invested blindly.
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- 44. 4 Steps☺ ☺ OngoingFeedback Loop Users’ Engagement
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- 46. Where do ideascome from?
- 47. Where do ideascome from? Friends & Family
- 48. Where do ideascome from? Colleagues
- 49. Where do ideascome from? User research
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- 51. Stop making opinion-drivendecisions
- 52. Experiments need ahypothesis
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- 54. Hypothesis We believe thatchanging [the horizontal lines that’s now separating the property's information to vertical lines so it separates one property from the other] for [all users] will make them [more legible and easy to understand their purpose and hierarchy of information]. We will know this when we see [effect(s)] happen to [metric(s)]. This will be good for customers, partners and our business because [it will help people make a better decision based on their needs].
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- 56. Making decisions Did theyuse it the way you intended and did that help their experience with booking their holiday? Did you make the experience worse for them? It didn’t make enough of a change to be conclusive. OR OR
- 57. What's next? Learnings + Followups + Constant iteration + Customer Service = Loyalty
- 58. TAKEAWAYS: Grow your bookings by increasingyour loyalty 1. All customers are unique (Understand your users first) 2. Engagement 3. Loyalty = Great Service 4. Stop making opinion-driven decisions
- 59. Be different, but don’tforget to iterate constantly...
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- 61. Contact Maria maria.klokner@booking.com Want toknow More? slideshare.net/MariaKlokner workingatbooking.com Thanks!
- 62. Thanks! Want toknow More? Contact Sandra at (408) 890-2115 ux.nearsoft.com ux-team@nearsoft.com