Hospitality20245–8 months
Client: A group of independent hotels
At a glance
Search-to-checkout booking experience
Guest profile and post-stay journeys
Fast booking front end and integrations
From brief to result
The brief in full, our approach, what we built and what it set out to change.
Most bookings came through aggregators, at a commission, and the hotels learned little about the guests they paid to reach. Their own site showed a low price that grew at checkout, so guests went back to the aggregator to compare.
The brief: move bookings from aggregators back to the hotels’ own site.
We treated direct booking as a product, not a page. We redesigned the flow from search to checkout, with the all-in price shown from the first step.
Behind it, the booking front end connects to the property and channel systems.
Drop-off at each step of the old flow, and what guests compared it with.
The search-to-checkout flow and its design system, tested with guests.
Property and channel systems, payments and confirmations.
Pre-stay and post-stay journeys built on the guest profile.
A booking front end connected to the property and channel systems, with all-in pricing and guest profiles that keep preferences between stays.
The flow is designed to show the all-in price from the first step and to recognise guests when they return. Each step is measured, so the next change has evidence behind it.
Direct share and conversion are read by property. The figures are the client’s to publish.
Picture story
These pictures are illustrative: licensed stock photography and code-built mock-ups that show the setting, not the client’s own work. Credits are at the foot of the page.
On screen
Illustrative, code-built screens of the kind the programme produced, not the client’s own. Open any of them full screen.
Before and after
An illustrative, code-built before and after of the kind of change the work made, not the client’s own screens. Drag across the picture to compare.
Before · the price grows at checkout
After · all-in from step one
Brand kit
The colours with their roles, share of use and contrast, and the typefaces with their jobs. Press a colour to copy its code.
Text and buttons
Backgrounds
Highlights
Secondary text
The all-in price
A warm grotesque
Stay with us, book with us.
A humanist sans
All-in price per night, taxes included.
Specimens are set in this site’s own typefaces as stand-ins; each card names the project’s family.
Outcomes
What each measure is compared with, when it is read and who reports it, with results once the client approves them.
Direct share of bookings
Booking conversion by step
Repeat-stay rate
Figures pending client approval
We publish results only with the client’s written approval. Until then, the programme is judged on the plan beside this, which we can walk you through under NDA.
Credits
People are named only with their agreement.
Licensed stock photography and code-built mock-ups chosen to show the setting, not the client’s own work.
Keep going
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You will speak to a lead who would run the work, and get a straight answer on fit.
01About 2 minutes
You get A reply from a named lead
02About 8 minutesRecommended
You get Options and a first scope after one call
03About 15 minutes
You get Receipt confirmed and a named bid lead
Every engagement starts with a written scope and a quote agreed before work begins. How each package is priced
