Context setting

The ODIGEO Connect extranet is a tool designed to assist independent hoteliers in the uploading of content (product, availability and rates) in the front-end of eDreams. After completing a sign up process with the acquisitions team, hoteliers are asked to fill out a form and provide some basic information. The completion of this form is what we call “the onboarding”.

Identifying the problem

Acquisition was one of the main KPIs the product needed to tackle. The onbording precess previously defined was completely detached from the main platform, which meant users needed two different credentials to login to echo one of them. On top of that, the previous oboarding was a long list of requirements that made the whole process very slow and a real problem for both users and account managers.

Key points to consider (KPIs)

KPI 1.- To maximise number of hoteliers who start filling up the form

  • Communicating a well-thought message with a selling proposition.

  • Display strong social proof and testimonials.

  • Use highly contrasted CTAs.

KPI 2.– To Maximise number of hoteliers who complete steps

  • Shorten the form: Use progressive disclosure. Create a multi-step flows by grouping related fields together. Group multi-steps into milestones to give people the motivation to push through.

  • Make the form less intimidating: Place the sensitive information to be filled at the end of each milestone. Allow the users to complete the different steps in any given order. Give feedback to the users as he/she proceeds.

  • Create a smooth flow: Use smart defaults. Use hints or suggestions. Make the form keyboard-friendly to easily tab through the fields. Use visual cues to make form to favour discoverability. Clearly explain what’s next upon clicking the submit button.

Flow Chart

Crafting the Solution

Making sense of the mess: Grouping and setting milestones to shorten the process.

Making sense of the mess: Grouping and setting milestones to shorten the process.

Wireframing process

Wireframing process

Prototype

Summary

  • The ODIGEo connect onboarding was a long awaited feature in the extranet.

  • It helped the business in acquiring new hoteliers faster

  • It helped hoteliers in filling all the information in a non linear and painful way.

  • The two main KPI to take into consideration where maximising the number of hoteliers who start and complete the form.