Agoda Challenge
I had the opportunity to enhance my skills in Behavioral Science and participate in an engaging business challenge at Agoda focused on loyalty. The challenge was centered around the question: How might we encourage users to come back to Agoda?
The Process
Understanding the users
Kickstart the research by interviewing Agoda users.
I conducted user interview to identify factors influencing decision-making, explore satisfaction and loyalty, investigate barriers to returning, uncover expectations and needs, and understand motivations for choosing Agoda over other platforms.
Explore existing survey
Dive deep into the existing research and survey to understand user behavior, such as aspects or experiences contribute to customers becoming loyal to Agoda and potential areas of improvement
Competitive Analysis
Conduct a thorough analysis of competitors, businesses can gain a deeper understanding of their market positioning, identify gaps and opportunities, and make informed design choices that differentiate their products or services from the competition.
Design Hypothesis
Based on the problem that users lack trust in Agoda rating and reviews. we believe that to redesign review coverage for people who are provide rating for community purpose It will make them to contribute to Agoda by raising specific concerns or problems that they have found.
We’ll know this works when we receive qualitative feedback from the Agoda users
Prototype of the solution
Start by understanding the customer journey and identifying pain points for both the user and the company. Then, identify opportunities and create wireframes. Share these wireframes with all of the design coach.
Solution 1: Build extended loyalty ecosystems, and create community for Agoda user
– Encourage user to provide a qualitative review within a time limit so that they can receive the Agodacash
Solution 2: Enhance up-to-date information
– Increase timely manners by let user see the information about property image
– Following the real time trends with providing the live video and within 24 hrs video to user.
Solution 3: Personalize traveller experiences
– Provide a personalized experience based on their travel type.
– Increase transparency by let user explore their own travel type.
Next step: To considering reaching out to Agoda users for feedback. This could be done through A/B test. By collecting feedback from actual users, the team can gain valuable insights into how the prototypes are perceived and used in real-world scenarios.
This could also help identify if it encourages users to come back to Agoda in the long run, or uncover areas for improvement that may not have been discovered through this process.