The problem
- 1,200 support tickets per year about the Booking.com connection.
- Around $145,000 in unnecessary expenses every year.
- A lot of stress on the help center.
Guesty
Guesty is software for vacation rental managers. I redesigned how properties connect to Booking.com, one of the most valuable booking channels for Guesty customers.
The impact
Measured in the year after the new design launched.
80%fewer support tickets, from about 1,200 a year to around 240
60%lower unnecessary costs, from $145,000 a year to around $58,000
9/10users completed the task in usability testing
The research
We interviewed 8 users.
- Everyone talked about a lack of trust in the connection process.
- All of them needed the help center to finish it.
- Some gave up on the feature and kept working directly with Booking.com.
- Many found the payment method choice confusing.
The user journey
Solution 1
Branding customers can find
- Problem
- The previous design dropped the logo and company description, so customers couldn't find their branding on Booking.com.
- Solution
- The logo and description came back as clear toggles while choosing the listing.
Solution 2
Policies you can see
- Problem
- All policy options sat in one dropdown, so many users missed the one they needed.
- Solution
- Large selectable tabs replaced the dropdown, with details in collapsible sections.
Solution 3
A summary that speaks plainly
- Problem
- With so many options, users lost track of what they had chosen.
- Solution
- A dynamic summary turns the settings into one plain sentence about the result.
Solution 4
A clear payment choice
- Problem
- Customers wanted Booking.com payments but weren't sure which option fit them.
- Solution
- The choice got its own step, with clear descriptions and icons for each option.
Solution 5
Clear expectations after publishing
- Problem
- Users didn't know when the sync with Booking.com would happen.
- Solution
- The success screen explains the status and how long the sync takes, up to 24 hours.
More from Guesty: Price Optimizer
An AI product that helps property managers increase their profits with smart, data driven pricing.
