Empowering Hoteliers to Go Live, Faster
A self-serve tool that helps property managers effortlessly map their listings to Booking.com, reducing onboarding time and giving them full control over how their rooms and rates appear—without relying on support teams.
Disclaimer: Due to proprietary considerations, this case study provides a high-level overview and select snapshots of the project. Some visuals and details have been modified or omitted to respect confidentiality.
For the full case study, please reach out to me via email.
Overview
With a small product team, I spearheaded the design of a self served activation and mapping experience that helps hoteliers setup and go-live their properties more efficient, reduce time to market and boost revenue. As the core product designer in Platform team, I led the end-to-end design efforts and shaped the product vision based on customer research insights and business goals.
My role
Project Design Lead
Team
1 x product manager
1 x product designer
2 x engineers
Year
2021-2022
(6 months to MVP)
[1] Channel activaton
[2] Booking.com channel information sheet
Project
After delivered Property Platform revamp project, I was tasked to talkle one of biggest painpoint in the userjourney - Onboarding Booking.com enabled property. The business goal was to simplify the current process, reducing onboarding time from 4 weeks to under 2 weeks or less.
Discovery & Definition
We undertook a series of rigorous discovery activities to validate and refine the concept, including daily strategic discussions focused on core product features and user engagement approaches to ensure long-term viability.
I've worked with internal and external stakeholders to capture holistic, high level experience across different touch points and channels. First step to establish official service blueprint for the project.
Identifying the core issues
We started our process by thinking about onboarding and hotelier needs and objectives. Based on our research findings, we identified core set of issues to be talkled and functionalities necessary to include in our minimum viable product (MVP).
[3] MVP Wireframes
Prototyping
Following discovery, we moved into rapid prototyping to translate insights into tangible solutions. Through iterative design sprints, we tested key user flows and interaction patterns, allowing us to quickly validate assumptions, gather feedback, and refine the experience before moving into development.
Usability Testing
After prototyping, we conducted structured usability testing sessions with target users to assess the clarity, efficiency, and desirability of the experience. These sessions surfaced valuable insights around usability friction points, which we used to iterate the design, improve task completion rates, and align the solution more closely with user expectations and behaviours.
Refinement
Insights gathered from usability testing directly informed the refinement phase. We prioritised enhancements based on user feedback, business impact, and technical feasibility—optimising interaction flows, visual hierarchy, and micro-interactions to elevate both usability and overall product quality. This iterative process ensured the final design was not only intuitive and polished, but also aligned with strategic objectives.
[4] One of mapping concept used in usability testing
[5] Successful activation and mapping flow
Outcome
As confidence in our final direction grew, we transitioned from design and prototyping into full-scale development to deliver a complete product experience—incorporating both frontend engineering and design. During this phase, we built a fully functional application that underwent rigorous testing over several weeks. The focus then shifted to refining interaction quality and overall usability, directly within the codebase to ensure precision and performance.
One of the major challenges we faced was designing a user interface that could effectively serve a diverse audience—spanning all age groups, grade levels, and tutors. To address this, I focused on creating a clean, intuitive interface using clear visual cues and simple interactions. The goal was to ensure the platform could be easily understood and used with minimal training, regardless of the user's background or familiarity with digital tools.
After multiple cycles of testing and iteration, I handed over the finalised design assets and documentation to fellow designers and engineers for implementation. This allowed me to transition smoothly onto the next major initiative while ensuring continuity and clarity in execution.
Premier
Connectivity Partner
Additionally, the success of this solution helped us strengthen our external partnerships. Notably, we advanced our relationship with Booking.com—achieving Premier partnership status, their highest tier, after previously holding an Advanced partner.
Learnings
Looking at problems from different angles helped us find smarter ways to work around challenges. By examining limitations from both user and business perspectives, I uncovered opportunities to solve issues that weren't obvious at first. This mindset pushed us to think creatively and come up with better, more effective solutions.
Bringing in team members from different areas early made collaboration smoother and decisions faster. Involving engineers, product managers, and other stakeholders from the start helped us align quickly, avoid misunderstandings, and move forward with shared clarity. Early input from different disciplines made the design stronger and more practical.
Keeping things simple was about making the experience clear and focused—not just cutting features. We used minimalism as a way to reduce confusion and make every part of the experience purposeful. It wasn’t about doing less—it was about doing the right things in the simplest, most intuitive way for the user.
Disclaimer: Due to proprietary considerations, this case study provides a high-level overview and select snapshots of the project. Some visuals and details have been modified or omitted to respect confidentiality.
For the full case study, please reach out to me via email.