Hotels.com Rewards - Membership Activity
E-commerce website & application
Brief
The Hotels.com rewards program is fairly complicated including four different states of nights (pending, collected, free & redeemed); two types of expiry (nights & tier); manual reconciliation and more.
The previous design lacked important and relevant information regarding redemption, tier status, missing nights, expiry dates etc. Members were unable to engage with the program completely as they could not get a full understanding of how it works. This led to high levels of frustration and several calls to customer service.
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Business Objectives: To reduce the number of calls going out to customer service.
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User Needs: To get a clear understanding of the program and have complete control over their membership.
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Technical Objectives: Move to a responsive environment and work within the HCOM brand guidelines.
Process
An iterative process that involved regular interaction with the product owners, graphic designer, copy writer and technical team. Feedback from the call centres, analytics team, opinion labs & user research formed the base of the new design.
The high level process followed in the project:
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Deliverable
The final deliverable was an exhaustive list of wireframes containing key user states. With mobile first, these were designed to be responsive. The mobile design was embedded into the Hotels.com mobile application.
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