Hotels & Fintech

While working with the growth team, I was asked to take on the design lead for a couple of teams working on the marketplace and fintech of Hotels. These teams were in the early stages of development. Together with my brilliant teammates, we iterated on key pain points to improve the marketplace’s performance. At the same time, I led the effort to implement the first price-lock (or freeze) and refundable flows for booking hotels, strongly advocating for customer experience excellence.

Marketplace performance

We worked to improve the searching experience and marketplace for Hopper Hotels. We identified the key pain points in the user journey and iterated on them to improve the marketplace’s performance. We added better filters and sorting options, and made the inform

Unique last-minute experience

During the pandemic, Hopper Hotels created a last-minute booking experience for travelers who wanted to get away quickly and make spontaneous decisions. We improved the user experience by streamlining the booking process and offering attractive deals.

Helpful fintech

Part of my time was spent with the fintech team. We worked together to determine the most valuable feature to add to the Hopper Hotels platform. After analyzing user data and feedback, we decided that implementing the first price-lock (or freeze) and refundable rooms would be a game-changer for the customer experience. I then led the implementation of these features, ensuring that they were seamlessly integrated into the booking flow and advocating for customer experience excellence throughout the process.

Unblock Hotels Support Experience

To improve customer experience and reduce support requests, we developed self-service tools such as an FAQ section, a knowledge base with articles on commonly asked questions, and a chatbot that could provide assistance. These resources helped unblock support traffic and enhance the overall support experience for our customers.