Redesign of Concorde Hotels’ booking engine

Concorde's logo
Client
Concorde Hotels
Url
http://www.concorde-hotels.com
Skills
Strategic support, benchmark, user scenario, information architecture, wireframe, prototype, functional specifications
My role
UX Designer
Year
2011
Concorde Hotels' booking engine

Concorde Hotel is a company that brings together world-famous hotels that are among the most legendary and luxurious. The group wants to ensure that the experience on the website matches its customers expectations. The booking engine requires special attention to provide all available services and reduce the dropout rate.


The booking engine had severals problems. First, it wasn’t very user friendly and there wasn’t any details about the hotel or even the room. The other thing is that this booking engine has to be reachable from hotel’s websites and the group’s website and it is used by a B2C or B2B audience.


As there are many ways for users to reach the booking engine we made a workflow to ensure they land on the good step of the booking, wherever they come from. I also level up the experience of the booking process by applying all the best practices from pure players eg details of the hotel, availability of the room, details of the room and price details... We also personalized the steps of the booking as the client can book up to 3 rooms.


Once online, this new booking engine has generated less cart drop out and a better conversion rates. Concorde Hotels saw a dramatic increased booking rates for the non-cancelable room, it increased from 5% on all bookings to 43% just after launch. This rate has stabilized at 50% after 3 weeks.

Workflow

Concorde Hotels - workflow

Sketches

Concorde Hotels - sketches

Wireframes

Concorde Hotels - wireframe
Concorde Hotels - wireframe