Zostel website redesign

UX Research

Information Architecture

Jan 2023 - Mar 2023

Redesign the website for travellers to book stays while expanding the product to provide unique travel experiences which the users can book directly from the website.

Business Goals

Have an accessible website which caters to the users wanting to find accommodation (hostels) closest to where they're headed to.

Highlight the properties and the destinations (of these properties) to help highlight local hidden gems promoting tourism.

Give the current website a revamp to increase trust and promote the Zostel brand.

UX Research

UX research was conducted via interviews with previous users of zostel. A lot of the research insights also came from the sales team.

Around 15 interviews were conducted between the sales team and I where we had a set of questions to guide us with the interview.

Research Insights

Majority users found it difficult in choosing destinations since quite a lot of these destinations are offbeat and not enough information is available online.

Trust factor lacked with the look and the feel of the previous website.

We also understood that people wanted to do workations during the lockdowns and hence needed stable internet connections at the properties.

User Personas & Empathy Maps

It was essential to map out the target audience and to figure out their pain points to solve those issues as much as the business allows. I conducted user interviews with a preplanned set of questions to draft the user personas and empathy maps.

User Persona

Aniket Rawat

IT Consultant

Aniket is an IT consultant who has a knack for travelling & solo backpacking. He ensures to make trips as pocket friendly as possible in order to travel more frequently. Aniket aims to travel throughout India before he turns 40 and has covered 9 states so far.

Behaviour

Works 45+ hours a week.

Likes to spend time with his dog who’s also his roommate.

Researches well and plans itinerary weeks before trip dates

Prefers to spend more on traveling and gathering experiences and less on stays.

Works 45+ hours a week.

Likes to spend time with his dog who’s also his roommate.

Researches well and plans itinerary weeks before trip dates

Prefers to spend more on traveling and gathering experiences and less on stays.

Frustrations

Unable to find stays which are good and pocket friendly

Difficult and frustrating check in & check out processes

Problems in finding transportation when going to offbeat places

Unable to make the perfect itinerary which has worthwhile experiences at specific destinations

Unable to find stays which are good and pocket friendly

Difficult and frustrating check in & check out processes

Problems in finding transportation when going to offbeat places

Unable to make the perfect itinerary which has worthwhile experiences at specific destinations

Needs & Goals

Safe and secure trips

Cheap stays

Pre booked experiences and stays

Information regarding pet friendly stays

Reliable and helpful staff to overcome obstacles on might face during the trip.

Safe and secure trips

Cheap stays

Pre booked experiences and stays

Information regarding pet friendly stays

Reliable and helpful staff to overcome obstacles on might face during the trip.

Empathy Map

Aniket Rawat

IT Consultant

Thinks & Feels

Will the trip be worth it?

Will I be wasting my money on expensive stays?

Can I cancel my bookings if I’m unable to go?

Is there a place where i can find all the information i need for my trip which is also reliable?

Will the trip be worth it?

Will I be wasting my money on expensive stays?

Can I cancel my bookings if I’m unable to go?

Is there a place where i can find all the information i need for my trip which is also reliable?

Says & Does

“I Love to travel and visit offbeat places.”

Explores nature very chance he gets.

Plans trip itinerary and makes bookings well in advance to avoid last minute issues.

“I Love to travel and visit offbeat places.”

Explores nature very chance he gets.

Plans trip itinerary and makes bookings well in advance to avoid last minute issues.

Sees

Social Circle traveling extensively & sharing content on social media.

People frustrated in the pandemic with imminent lockdown threat.

People flocking to popular tourist destinations whenever lockdowns are lifted.

People opting for Workations.

Social Circle traveling extensively & sharing content on social media.

People frustrated in the pandemic with imminent lockdown threat.

People flocking to popular tourist destinations whenever lockdowns are lifted.

People opting for Workations.

Hears

People willing to spend lavishly to find safe stays during the pandemic.

Researching thoroughly is necessary before booking online as most information online is inaccurate.

It’s very important to carry all that you need, including important documents necessary during the pandemic phase.

People willing to spend lavishly to find safe stays during the pandemic.

Researching thoroughly is necessary before booking online as most information online is inaccurate.

It’s very important to carry all that you need, including important documents necessary during the pandemic phase.

Pains

Have to do excessive and extensive research without ever being sure about it’s accuracy.

Bookings and itinerary information is scattered across various platforms including websites, mailbox, etc.

Difficulty in finding cheap, reliable and safe stays.

Have to do excessive and extensive research without ever being sure about it’s accuracy.

Bookings and itinerary information is scattered across various platforms including websites, mailbox, etc.

Difficulty in finding cheap, reliable and safe stays.

Gains

Get good deals on safe and reliable stays and experiences.

All Information including itinerary & booking in one place.

Get good deals on safe and reliable stays and experiences.

All Information including itinerary & booking in one place.

Information Architecture

User goals and business goals helped define the Information Architecture from the Application

Wireframes

Prototypes

After finalizing UI elements and defining the basic design system i moved on to assembling everything in figma

Using the information architecture defined earlier, multiple pages were created to accomodate every aspect of the website

After creating the screens, I prototyped them using figma’s prototype feature and conducted usability testing with the help of potential users to find any errors and gain valuable feedback.