SPRINT DESIGN

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Maeva.com


UX DESIGN

CASE STUDY


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,

and be available by accompanying them in their efforts.

TEAM

With Laura Jovelin, Anais Legros, Joshua Grade, and Hervé Malivain

METHODS / STEPS

Diagramme User Centric, Lightning Talks, Crazy 8, User Test .

TOOL

Landbot.io

MY ROLE

UX DESIGNER

DAY 1

Exploration

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Definition of the problem, interviews with experts

PROBLEM

How to make the maeva.com owner's offer simpler and get more customers?

GOALS

n ° 01: Clarify the owner's offer (easy – comprehensive – practical – functional)

n ° 02: Facilitates the customer / brand communication means

n ° 03: Bring more owners

DISASTER SCENARIOS

• 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.


RESULTS

DAY 1

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Put an owner in confidence by clarifying the offer during the contact form, so that he becomes a client of mymaeva.com



DAY 2

Ideation

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Research into competing solutions


LIGHTNING TALKS

List of sites that successfully address similar issues in other industries. Bank, transport comparator, VTC service, accommodation …


CRAZY 8

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

RESULTS

DAY 2

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What the Competitors Do: Words of encouragement, personalization, timeline, fast, visual.


DAY 3

Generation

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Choice and refinement of a solution


SELECTED IDEAS

➔ Encouragement / comfort

➔ Reassure /

to accompany

➔ Direction message

➔ Address the user

➔ Drop-down menu

➔ Avoid seizure (fast)

➔ Few clicks

➔ Estimate of the price of housing

➔ Long-term projection

➔ Encouragement

➔ Thank you, confirmation message

➔ Follow-up of the form

➔ Support

➔ Form time

➔ Security

➔ Speed

➔ Effective visual

➔ Fast, understandable

❯❯❯ SOLUTION ❮❮❮

CHATBOT

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

RESULTS

DAY 3

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Our solution: chatbot

Create a personalized conversation with the user with multiple choice questions and text entries for personal data

DAY 4

Generation

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Realization of a prototype

CHATBOT DIAGRAM

INTERACTIVE CHATBOT PROTOTYPE


DAY 5

Evaluation

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User tests of real customers


PROBLEMS (LIST OF PROBLEMS ENCOUNTERED)

END QUESTIONS

USER TESTS

STATISTICS (USER FEEDBACK)

Choice made during the course during the chatbot

Regarding the location of their second home

80%

100%

40%

60%

Started by "discovering the offer"

Have chosen "Estimate their property"

Are outside the agency zone

Are close to Maeva agencies


80%



Didn't know the service but are interested in renting their accommodation on maeva.com



NEXT PROJECT



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