WHO IS MAEVA.COM ?
Maeva.com is an e-tourism site that sells vacation rentals.
Their objective is to provide a “all smiles” digital experience: to be transparent,
give confidence, personalize the customer experience based on their needs and preferences,
METHODS / STEPS
Definition of the problem, interviews with experts
n ° 01: Clarify the owner’s offer (easy – comprehensive – practical – functional)
n ° 02: Facilitates the customer / brand communication means
n ° 03: Bring more owners
• The owner can’t access to “create my account” area (too many different tabs open).
• Poor communication, transcription of brand values.
• Problem of trust (brand image) between maeva and the owner (brand awareness.
• Bad certification of the accommodation (not in accordance with the photos).
• Double registration of partner platforms (owner).
• Problem, poor transcription of availability management on the calendar (owner).
• Bad customer service.
• Poor price flexibility.
DIAGRAM USER CENTRIC
Diagram in the form of the simplest possible diagram showing the user journey from learning
about the service to achieving its user goal.
Put an owner in confidence by clarifying the offer during the contact form, so that he becomes a client of mymaeva.com
Research into competing solutions
List of sites that successfully address similar issues in other industries. Bank, transport comparator, VTC service, accommodation …
Drawing, sketches of several ideas, or the same idea several times, improving it each time (better results).
OUTLINE OF SOLUTIONS
Storyboard production on posts-its: simple and readable sketches
What the Competitors Do: Words of encouragement, personalization, timeline, fast, visual.
Choice and refinement of a solution
➔ Encouragement / comfort
➔ Reassure /
➔ Direction message
➔ Address the user
➔ Drop-down menu
➔ Avoid seizure (fast)
➔ Few clicks
➔ Estimate of the price of housing
➔ Long-term projection
➔ Thank you, confirmation message
➔ Follow-up of the form
➔ Form time
➔ Effective visual
➔ Fast, understandable
❯❯❯ SOLUTION ❮❮❮
Simplified customer experience, in the creation of a customer journey
Customer emotional expectation
« Human touch »
Bot becomes humain
The content will be relevant and will adapt to the sentences
of the user (personalization)
Messaging: freedom to interact directly
Be accompanied and guided to find the solution to the user’s needs
Our solution: chatbot
Create a personalized conversation with the user with multiple choice questions and text entries for personal data
Realization of a prototype
INTERACTIVE CHATBOT PROTOTYPE
User tests of real customers
PROBLEMS (LIST OF PROBLEMS ENCOUNTERED)
STATISTICS (USER FEEDBACK)
Choice made during the course during the chatbot
Regarding the location of their second home
Started by “discovering the offer”
Have chosen “Estimate their property”
Are outside the agency zone
Are close to Maeva agencies
Didn’t know the service but are interested in renting their accommodation on maeva.com