Design Thinking & Lean UX

Project Introduction

The topic that I have chosen is travel.

Firstalble, I came up with the hypothesis that we believe people want to travel more and
have affordable accommodation. But then I realised that the problem already exists and
some companies have tried to find a solution. For instance, as is the case of Holiday Swap.
They describe their company as the most affordable travel platform that allows you to book,
host or swap homes anytime, anywhere in only a few clicks.
(https://www.holidayswap.com/-)

Trying to use that platform (being specific, the APP), I realised that I could work with an
actual case study since that is what I will be doing as a UX designer in my next job.

In this scenario, my hypothesis changed into we believe that users can find it difficult to
trust the platform.

Below is Step 1. You can find the breaking down of the 2 Hypothesis, highlighting in yellow
option two as the HERO. This way, you can understand the process that I follow to get to
that conclusion.

1 step
Assumptions that they have those problems

Hypothesis

1. We believe that people want to travel more and have affordable accommodation.
2. We believe that users can find it difficult to trust the platform.

The context where this problem occurs

● Where?
1. Around the world.
2. In the App/ website

● When?
1. When people don’t want to spend lots of money on accommodation. Also, when
people want to travel more often.
2. When you are in the app store (rating, comments).
 ● Which circumstances?
1. People who work remotely or have more flexible hours prioritise the comfort of a
house.
2. The app is unreliable and works differently in operating systems, the android version
is better then the iOS one; when you are in, it isn’t easy to navigate. (it´s slow or not
working and also confusing).

● How are you currently dealing with this problem?

1. Finding offers or other platforms that give me that option
2. Abandoning the app and stopping engaging. Using different platforms (competitors).

Summerise everything into insights and come up with a statement.

App problem
● The app is not reliable and doesn’t work with different operating systems. (it's slow
or not working).
● Ranking: how is it calculated? We need more info.
● When the host is online, the is time ( if they read the message)
● Host profile, users don't have information about the host.
● The map doesn't work well. We don't know where is the place (features)
● Payment methods: tokens, money,
● If we don't write the city right, they don't find it.
● It doesn't have icons.
● A favorite icon, where do they go? they go to the wishlist.
● The brand doesn’t communicate.
● There is some friction with the USP (for instance, tokens)
● The app is challenging to navigate between swap house and booking.
● Doesn't have a tour through the app.
2nd step

5 Whys
3rd step
Problem re-framing

Hypothesis

1. We believe that users don't trust the Holiday Swap

2. We believe users get frustrated downloading the app and using it.
3. We believe users don't understand the concept of the platform and then stop
engaging with the platform.
4. We believe that users can't find reliable information (host, payment method, etc) on
the app
5. We believe that users find the App’s design unreliable
6. We believe users don't write reviews because they don't know how to use the app.