Assignment 1

Human computer interaction

Adarsh Chand-202017b2009

Problem Statement
Your Homestays, a local hotel chain, is dedicated to elevating the user experience of its
mobile application with the ultimate goal of enhancing customer satisfaction and boosting
booking rates. Recognized as a preferred option for travellers seeking affordable
accommodations, the current mobile app has encountered usability challenges that have led
to a less-than-optimal booking experience. Despite its popularity, some users have
expressed difficulties navigating the app seamlessly, hindering their ability to book rooms
effortlessly. The existing user interface may not be as intuitive as desired, and users might
encounter challenges in locating the information they need or accessing assistance promptly.
In the quest to rectify these issues, Your Homestays is embarking on a comprehensive
initiative to overhaul and optimize its mobile application. The primary focus is on addressing
the pain points identified by users, ensuring that every step of the booking process is
streamlined and user-friendly. Through a user-centred design approach, the goal is to create
an intuitive interface that caters to the diverse needs of the app's user base. This involves
conducting thorough user research to understand the specific challenges faced by different
demographics, including technologically savvy users and those less familiar with mobile
applications.
To tackle the usability challenges, Your Homestays is investing in cutting-edge technologies
and design principles. The revamped mobile app will feature a more intuitive navigation
system, simplifying the booking process for both seasoned users and those new to the
application. Clear and concise information will be readily available, guiding users through
each step with ease. Additionally, a robust customer support system will be integrated
directly into the app, allowing users to seek assistance seamlessly without leaving the
application.
The commitment to user satisfaction extends beyond the booking process. Your Homestays
aims to create a personalized experience for each user, tailoring recommendations based on
preferences and past bookings. This level of customization not only enhances the overall
user experience but also encourages repeat bookings and brand loyalty.
Furthermore, the updated mobile app will leverage advanced analytics to track user
interactions and gather valuable insights. This data-driven approach will enable Your
Homestays to continuously refine and optimize the application based on real-time user
feedback and behaviour. By staying agile and responsive to user needs, the hotel chain aims
to set a new standard for excellence in the realm of mobile hotel booking applications.
In conclusion, Your Homestays is on a mission to transform its mobile application into a user-
centric, seamless, and feature-rich platform that ensures every user has a delightful
experience. The investment in cutting-edge technology, user research, and personalized
services reflects the hotel chain's unwavering commitment to providing exceptional value to
its customers, solidifying its position as a leader in the hospitality industry.

Domain:
Hospitality and Accommodation
Qualitative Research:
Conduct interviews and surveys with existing hotel chain users to understand their pain
points, needs, and preferences when booking accommodations through the app. Focus on
aspects like ease of use, search functionality, booking process, payment options, and
customer support experience.
Several problems we found from the user review sections are as follows:
 Users feel cheated by that hotel no longer collaborating with Your Homestays but the
hotel name is still listed on the application.
 Users feel disappointed because of the difficulty of the refund process on the Your
Homestays application.
 Create a new look at the main hotel booking flow.

*The above workflow can be used as reference to address some of the issue. This is already in use by a very successful hotel
chain
User Segmentation:
Segment users based on their travel preferences, budget, frequency of travel, and
expectations from accommodations. For example:

 Budget-conscious travelers- These travellers prioritize affordability and seek

accommodations that offer good value for money.

 Business travelers- Business travelers often prioritize convenience, reliability, and

amenities that cater to their professional needs. They may require fast and reliable
Wi-Fi, proximity to business centers or conference venues etc.
 Family travelers- Family travellers prioritize safety, comfort, and family-friendly
amenities. They may seek spacious rooms, child-friendly facilities, and nearby
attractions suitable for family outings.

 Luxury travelers- Luxury travelers seek high-end accommodations with exceptional

service, amenities, and exclusive experiences. They prioritize luxury, comfort, and
personalized services, and are willing to pay premium prices for a luxurious travel
experience.

User Persona:
Budget-Conscious Traveler Persona:
 Name – Vishal
 Demographics - 28-year-old solo traveller, budget-conscious, seeks affordable
accommodations.
 Needs- Clean and comfortable rooms, easy booking process, value for money.

Business Traveler Persona:

 Name – Adarsh
 Demographics – 35-year-old business professional, frequent traveler for work, seeks
convenience and comfort.
 Needs - Fast and reliable Wi-Fi, proximity to business centers, seamless
check-in/check-out process.

Family Traveler Persona:

 Name – Sonu
 Demographics – 40-year-old parent, travels with children, prioritizes safety and
family-friendly amenities.
 Needs - Spacious rooms, child-friendly facilities, nearby attractions for families.

Luxury Traveler Persona:

 Name – Olivia
 Demographics – Olivia is a 35-year-old female corporate executive. She is married
with two children and earns an annual income of over $250,000.
 Needs - Seeks exceptional luxury travel experiences. She prioritizes relaxation,
personalized service and memorable cultural immersion during her trips.

Value Proposition:
Tailor the value proposition to resonate with each user segment's specific needs and
preferences:

For budget-conscious travelers: "Enjoy comfortable stays at unbeatable prices with Your
Homestays Rooms."
For business travelers: "Experience hassle-free business trips with Your Homestays
Rooms, designed for your convenience."
For family travelers: "Create lasting memories with your family in safe and welcoming
accommodations by Your Homestays Rooms."
User Stories for Major Epics:

Epic 1: Seamless Booking Process:

1. As a user, I want a simple and intuitive booking interface that allows me to find and
book accommodations quickly.
2. As a user, I want to see clear information about room availability, prices, and
amenities before making a booking decision.

Epic 2: Quality Assurance and Standards:

1. As a user, I expect clean and well-maintained rooms that meet Your Homestays 's
quality standards.
2. As a user, I want accurate descriptions and images of accommodations to ensure
they meet my expectations.

Epic 3: Seamless Check-in and Check-out Process:

1. As a user, I want a hassle-free check-in process that allows me to access my room
quickly upon arrival.
2. As a user, I want a smooth check-out process that enables me to settle payments,
leave feedback, and retrieve my belongings efficiently.

Epic 4: Customer Support and Assistance:

1. As a user, I want access to responsive customer support in case of any issues or

inquiries during my stay.
2. As a user, I want clear communication channels to reach out to Your Homestays
Rooms for assistance before, during, and after my booking.

Epic 5: Personalization and Loyalty Programs:

1. As a user, I want personalized recommendations and offers based on my past

bookings and preferences.
2. As a user, I want to participate in loyalty programs that reward me for my continued
patronage of Your Homestays Rooms.
Epic 6: Safety and Security Measures:
1. As a user, I want reassurance about safety and security measures implemented by
Your Homestays Rooms, such as secure keycard access, surveillance cameras, and
emergency protocols.
2. As a user, I want transparent communication about safety measures and cleanliness
standards implemented in Your Homestays properties to ensure a comfortable and
worry-free stay.