MHR
ROLE
UX Designer
DURATION
5 WEEKS
Background
Guests had raised complaints about the rate card being confusing and difficult to interpret, which negatively affected satisfaction and bookings. Revamp key marketing asset by rethinking both content and design
The Challenge
Business Need
Reduce booking friction and customer complaints by improving rate clarity and comparison.
User Need
Enable users to easily compare rates and understand refund conditions at a glance.
No clear indicators or labels that that a rate
was non-refundable. Users could only find
this information buried within the cancellation
policy text. This resulted in confusion and
unhappy experience.
Approach
To tackle the challenge, we began by analyzing competitor strategies to understand how leading hotel brands design their rate displays. By benchmarking against industry standards, we identified key practices, such as intuitive labeling, side-by-side comparisons, and the strategic use of visual cues. These insights shaped our approach to crafting a simplified and user-friendly rate card that addressed MHR Hotel's specific pain points while aligning with guest expectations for clarity and transparency.
Client's concern
Final Designs
To address the client’s concern about highlighting free booking for members, we ensured that member rates were prominently displayed first on the rate cards. A 3 col layout is also applied to allow users to compare prices easily.
The original price was shown with a strikethrough, emphasizing the reduced member rate. This visual hierarchy guided users toward the preferred action, encouraging them to sign up or log in to secure the best deal.
Rate details are hidden in an accordion to maintain a clean, concise layout. Users can expand sections to view more details as needed, avoiding visual clutter.
+2.5%
Increase in customer's satisfaction
I learned the importance of having clear objectives for each iteration.
At times, shifting goals caused inefficiencies. Moving forward, I’ll ensure that every decision is tied to
specific user or business outcomes for better clarity and direction.