Reduce stucked properties by 83% in onboarding phase
TIME
2023
ROLE
Product Designer
Properties stuck in draft status reduce by 83% (331 properties to 55 properties) and overall conversion rate (register to approve active) increased to 22%
Problem: Inefficient Onboarding Process
The onboarding process for Tiket.com's hotel and homes properties was facing significant challenges. A number of properties were getting stuck in draft status during registration, leading to delays and inefficiencies. This bottleneck hindered the platform's ability to bring new properties online quickly, impacting both the business and potential partners.
Key Issues:
Stagnant Draft Status
Many properties were unable to progress beyond the draft stage, stalling the onboarding process.
Slow Conversion Rate:
The sluggish onboarding process resulted in a lower conversion rate from registration to active approval, affecting overall growth and competitiveness.
Onboarding Process Revamp
To address these challenges, we undertook a comprehensive revamp of the onboarding process for Tiket.com's hotel and homes properties. The aim was to streamline the process, reduce the number of properties stuck in draft status, and ultimately increase the conversion rate.
Strategic Enhancements:
User-Centric Design Improvements:
Simplified Interface: Redesigned the onboarding interface to be more intuitive and user-friendly, reducing complexity for property owners during registration.
Clear Guidance: Provided step-by-step instructions and tooltips to assist users through the onboarding process, minimizing confusion and errors.
Support and Resources:
Enhanced access to support resources, including FAQs and live chat assistance, to help property owners resolve issues quickly and effectively.
Benefits:
Faster Onboarding:
The revamped process accelerated the onboarding timeline, allowing properties to become active more swiftly.
Improved Conversion Rate:
The conversion rate from registration to active approval increased significantly, demonstrating the effectiveness of the new process.
Streamlined Onboarding and Increased Efficiency
The onboarding revamp project successfully addressed the bottlenecks in the registration process, leading to substantial improvements in efficiency and conversion rates.
Lessons Learned:
Importance of User Experience:
Simplifying complex processes and providing clear guidance can significantly enhance user experience and operational efficiency.
Proactive Engagement:
Robust support channels play a crucial role in keeping users engaged and on track.
Outcome:
Properties stuck in draft status decreased by 83%, from 331 properties to just 55.
Overall conversion rate from registration to approved active status rose to 22%.
This initiative highlights the value of user-centric design and process optimization in driving business success and improving partner satisfaction.
