Booking.com

Booking.com

Worked with a cross-functional team of content strategists, brand strategists, and project managers.

Co-lead a research project for Booking.com's global recruitment team

https://www.booking.com/

Booking.com is a leading global booking app in the hospitality space.


My team and I conducted user research to develop 6 sets of user personas, narratives, and journey maps for Booking.com's global recruiting team.


Our research ultimately informed future design efforts to meet the needs of modern candidate expectations and needs.

Table of Contents

  • Competitive audit and research

  • Building research artifacts

  • Research insights and design direction

Competitive audit

I collaborated with brand and content strategists to audit the careers experience of 16 local and global tech competitors who were competing for a small number of key roles.


In addition to the audit, I lead 12 internal and external interviews to compliment qualitative surveys and identify Booking.com’s main problems rooted in communication and the candidate’s decision process.

Building research artifacts

To inform future design efforts, I collaborated with brand and content strategists to create user profiles and journey maps across all digital touch points with a mix of quantitative qualitative data.


We pulled key contact points from the data that control the momentum of the application process as well as candidate sentiment to identify where Booking.com could efficiently improve their current communication and assets without reinventing the wheel.

Design artifact examples available on request. If you are interested, please reach out to me.

Research insights and design direction

After synthesizing creating the research artifacts, I collaborated with engineers and designers to "sketch" and scope updated and 0-1 digital experiences to improve Booking.com's digital candidate experience.

Design sketch examples available on request. If you are interested, please reach out to me.

Summary

Identifying Booking.com’s root brand and communication problem lead to the development of validated user personas and journey maps. These artifacts served as the basis for actionable design sketches to help Booking.com reclaim their share of the employee candidate pool.