Hotel Search Experience Redesign
User Experience
Built scalable search platform improving Customer Effort Score (CES) through better personalization
Problem
Poor search experience with low relevance scores and high customer effort whilst shopping for hotels, especially in North American markets. Customer Effort Score (CES) surveys revealed significant friction points in the booking journey, particularly around filter usage and result relevance.
My contribution
Conducted extensive user research and CES surveys to identify pain points. Defined personalization strategy based on user behavior patterns. Worked with ML team on relevance algorithms, and redesigned filter architecture to reduce the effort required to find suitable hotels.
Outcome
Improved Customer Effort Score (CES) by 30%, increased booking conversion by 18%, and enhanced search relevance particularly in NAM market. Users reported significantly easier hotel discovery process.
- 30% CES improvement
- 18% conversion increase
- 45% faster search results