Split Payment for Booking.com: A solution using JTBD and User flow — UX Case Study

In the fourth week on the Ironhack UX/UI bootcamp, I was asked to add a feature to Booking.com mobile app.

Image for post
Image for post

1. Briefing & Challenge

The client: Booking.com

The assignment

The scope

The goal of the project

2. Research: how people split bills and their pain points

Users want to split the payment for accommodations directly on Booking.com because it’s uncomfortable to remind others to pay what they owe.

When traveling with other people, someone books for everyone and they share the payment later (94.4%)

Image for post
Image for post

Bank transfer is still the most common way to pay or get paid, which means that it depends on people to do the payment manually.

Image for post
Image for post

From the point of view of the person that books and pays the hotel:

From the point of view of the travel companion:

3. Defining the user and problem

Image for post
Image for post

Travelers who book and pay for accommodations for their friends need a way to split these expenses in an automated and objective way because they are uncomfortable having to remember and charge their friends to make the payment.

4. The solution

Image for post
Image for post
Image for post
Image for post
User Flow — Current Checkout Process
Image for post
Image for post
User Flow — New Checkout Process
Image for post
Image for post
User Flow — In response

5. Prototyping & testing

Image for post
Image for post
Image for post
Image for post
Image for post
Image for post

6. Next Steps

User Persona # 2

A / B Testing

7. Key learnings

Image for post
Image for post

👋 Hello! I’m a Product Designer with a background in branding, graphic and web design. I’m very interested in the design process as a business tool.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store