BALANCING USER TRUST WITH STEAKHOLDER CONTROL
The original booking form was long, unclear, and off-putting. Users couldn’t see availability upfront, which made the process feel rigid and unmotivating. Feedback revealed that lack of visibility into available dates created frustration and caused drop-offs.
Meanwhile, stakeholders wanted to retain manual oversight of bookings and control traffic flow between weekdays and weekends.
UNDERSTANDING USER NEEDS THROUGH TESTING
Before designing the solution, I ran multiple rounds of card sorting and usability testing with users to understand their mental models and preferences.
This helped reveal the most intuitive step order and design elements that would motivate users to complete the booking.
SOLUTION
I designed a 4-step booking flow that creates a sense of control for users-while quietly preserving real control for the stakeholders.
Start:
User lands on the booking page.
Step 1: Select Number of Visitors & Type of experience
User inputs number of adults and children separately to accommodate different group types & selects one of three experience options.
Step 2: Choose Date preferance
User chooses their date preference by selecting date and choosing "Flexible weekdays" or "Prefer weekends," setting clear expectations while allowing stakeholders to manage bookings effectively.
Step 4: Complete Short Booking Form
User fills out a concise form with essential details to finalise the booking.
Step 3: Select Booking Time
User picks a preferred time slot from available options presented clearly and accessibly.
End:
User receives booking confirmation.
