2022 - 2025
Transforming the User Experience at Travelnest
At Travelnest, I owned design within cross-functional teams, driving high-impact product features with a strong focus on user-centred design and intuitive experiences. I established our user research practice, using atomic UX principles to deliver consistent, actionable insights. I also significantly contributed to the new Travelnest brand and design system.
Photo management and editing
Role
Product designer
Project lead
User research
Interaction design
Visual design
Prototyping
Problem
Outcome
Completely redesigned experience with better support for editing, validation and guidance of content. Support saw a reduction in poor content from new hosts.
Leveraging existing user feedback
I synthesised valuable insights gathered from previous customer support interactions and past user interviews to understand property owners' pain points and needs regarding image handling. This analysis informed key design decisions around bulk actions, intuitive editing tools, and image optimisation for various platforms.
Applying object-oriented UX principles
By focusing on the core objects (photos, albums, listings) and their relationships, I designed a more logical and navigable information architecture. This resulted in a more intuitive user flow for managing and editing property images.
Designing a user-friendly interface
I created a suite of easy-to-use editing tools directly within the platform, empowering owners to enhance their property photos without needing external software. This included features like cropping, rotating, brightness adjustments, and applying filters.
Iterating based on user testing
Following initial designs and prototypes, I conducted usability testing with property owners to identify areas for improvement and ensure the final feature met their needs effectively.
Onboarding and property editing
Role
Product designer
Project lead
User research
Interaction design
Visual design
Prototyping
Problem
Onboarding was failing to get customers setup for success before publishing their properties.
Outcome
Adoption of Smart Pricing jumped from 20% to 70% for new users signing up which could significantly improve their performance by up to 60% more in revenue.
Mapping the existing user journey
I identified key drop-off points and areas of friction in the previous onboarding process through data analysis and user feedback.
Developing a streamlined and guided experience
I designed a step-by-step flow with clear instructions and progress indicators to guide new users through the essential setup tasks.
Iterating on the flow for key metric improvement
A primary focus of the redesign was to increase the conversion rate to Smart Pricing. Through iterative design and implementation, the conversion rate from the onboarding flow improved significantly.
Setup for success
The redesigned user onboarding flow resulted in a significant increase in Smart Pricing adoption, rising from 20% to 70%. Hosts using Smart Pricing could see up to a 60% increase in revenue.