{"id":1646,"date":"2020-12-07T12:47:33","date_gmt":"2020-12-07T11:47:33","guid":{"rendered":"http:\/\/www.serenagiust.com\/?post_type=portfolio&#038;p=1646"},"modified":"2020-12-22T11:43:14","modified_gmt":"2020-12-22T10:43:14","slug":"ensure-positive-travel-experiences","status":"publish","type":"portfolio","link":"https:\/\/www.serenagiust.com\/en\/portfolio\/ensure-positive-travel-experiences\/","title":{"rendered":"Show accurate information to ensure people\u2019s expectations are met and their travel experiences are positive"},"content":{"rendered":"\n<div class=\"wp-block-group portfolio-title margin smaller\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"has-text-align-center smalltitle wp-block-heading\">Goal<\/h3>\n\n\n\n<h1 class=\"has-text-align-center wp-block-heading\">Show accurate information to <strong>ensure people\u2019s expectations are met <\/strong>and their travel experiences are positive<\/h1>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.serenagiust.com\/wp-content\/uploads\/2020\/12\/pro_three_1.gif\" alt=\"\" class=\"wp-image-1676\"\/><figcaption><em>*designer Mei Zhang<\/em><\/figcaption><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"smalltitle wp-block-heading\">Problem:<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">From qualitative research done in the past, we know that one frequent concern people have when booking an hotel online is whether the information they see is accurate or not. We already know, from our reviews, that a certain percentage of guests find inaccurate content on our website. This could ruin the trust that people have in our website.<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group solid\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"smalltitle wp-block-heading\">Process:<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">I wrote a survey in order to collect data from guests and share it afterwards with our partners, hoteliers. This survey is multilingual and it allows our partners to receive detailed insights from guests speaking different languages. Only guests who stayed at the property are able to provide feedback. This survey will help partners to better understand the quality of their content and take actions to improve and reflect reality even better.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.serenagiust.com\/wp-content\/uploads\/2020\/12\/pro_three_2.png\" alt=\"\" class=\"wp-image-1647\"\/><\/figure>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" src=\"https:\/\/www.serenagiust.com\/wp-content\/uploads\/2020\/12\/pro_three_3_3.png\" alt=\"\" class=\"wp-image-1678\"\/><\/figure>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h3 class=\"smalltitle wp-block-heading\">Solution:<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We divided the survey into different topics: accommodation information, facilities and amenities, photos. I interviewed several partners by phone, took notes, and ran user testing sessions with my designer to gather feedback from users and understand if we should better clarify questions or include more possible answers. One option we included after the feedback received is related to the impact of COVID-19.\u00a0<\/p>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"has-text-align-center smalltitle wp-block-heading\">Impact:<\/h3>\n\n\n\n<p class=\"has-text-align-center wp-block-paragraph\">We gathered valuable insights about the state of content on our website, that will now be used to improve the product.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group portfolio-credits\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p class=\"has-text-align-center wp-block-paragraph\"><strong>Company<\/strong>:&nbsp;<a href=\"http:\/\/booking.com\/\">Booking.com<\/a><br><strong>Team<\/strong>: User Generated Content<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Goal Show accurate information to ensure people\u2019s expectations are met and their travel experiences are positive Problem: From qualitative research&#8230;<\/p>\n","protected":false},"featured_media":1658,"parent":0,"template":"","tagsportfolio":[],"class_list":["post-1646","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v15.5 - 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