🏢 Company
Gondola is a travel booking platform that uses AI to personalize hotel and flight recommendations based on the user's preferences and loyalty program status
💻 Product
Gondola uses AI to learn your hotel and flight preferences, offering tailored options. It lets you book with cash or loyalty points and syncs with your email to track and display your loyalty points across airlines, hotels, and credit cards
📝 Design Brief
Enhance the user experience by improving UI and visual design, streamlining onboarding and effectively communicating key features
👥
Target Audience
would be frequent travelers, particularly those who participate in multiple loyalty programs across airlines, hotels, and credit cards
🧑
Persona
includes professionals who travel frequently for work, such as consultants, salespeople, or executives and individuals who travel regularly for leisure, such as retirees, digital nomads, or travel enthusiasts
💰 Lack of clarity on points value
Users struggle to determine the actual value of their points and how many are required to book a specific trip or reward
📱 Complexity of booking process
Redeeming points for travel involves a complex booking process compared to cash bookings, leading to frustration
👓 Single view of rewards
The lack of a centralized dashboard leads to missing out on crucial information and opportunities
📝 Designing for a Blank Slate experience
Designing placeholder content for no data states is crucial to provide a clear, informative, and engaging user experience
💡 Defining the 'Aha' moment
Identifies the pivotal point when users recognize the product's value & helps earn user trust
🖼️ Visuals Matter
Creates an emotional connection and drives trust in the product
🛠️ Honing in on that Job-to-be-done
It shifts the focus from the product itself to the underlying reason why users hire the product
Unclear navigation
The distinction between the title of these sections isn't immediately clear, nor is their relationship evident
“Book a trip” flow
Allows users to search for hotels, but there is no clear path or guidance for booking flights or combining hotel and flight bookings, which is a key value proposition of the platform
Loyalty program integration
No clear way for users to connect their loyalty programs or import their existing points balances
Empty state handling
No guidance or affordances for users to book new trips
Lack of information
Users should be given appropriate feedback about their travel data or be shown placeholders if no data is available yet
The onboarding process will occur in three phases: ☝️ understanding users, ✌️ educating about points, and 👌 providing a glimpse of possibilities
📄
Medium
Forms
🎯
Goal
Gather essential information about the user's spending preferences, loyalty program memberships, and travel habits to tailor recommendations and highlight relevant offers, making the user's experience more personalized and valuable from the start
⚒️ Tool
Gather essential information about the user's spending preferences through a form, loyalty program memberships, and travel habits to tailor recommendations and highlight relevant offers, making the user's experience more personalized and valuable from the start
🚩 Pain point
💡 Opportunity
Provide tailored recommendations
📄
Medium
Card Carousel
🎯
Goal
Demystifying the concept of loyalty points by breaking down the jargon and providing clear, relatable examples and presenting the information in a way that feels accessible and engaging
⚒️ Tool
Demystifying the concept of loyalty points by breaking down the jargon and providing clear, relatable examples and presenting the information in a way that feels accessible
🚩 Pain point
💡 Opportunity
Emphasizing the importance of the product to a majority who aren't savvy about points ownership
📄
Medium
Call-to-action
🎯
Goal
Excite and inspire users by showcasing the incredible travel experiences they can unlock with their loyalty points
⚒️ Tool
Excite and inspire users by showcasing the incredible travel experiences they can unlock with their loyalty points
🚩 Pain point
💡 Opportunity
Provide them with flight and hotel options based on the points they have (answered in the form)
