Problem and Goal
To design and implement a comprehensive suite of features within the Hello Landing member platform that would:
Streamline Self-Check-in:
Enable members to access their apartments independently and efficiently upon arrival.
Facilitate Direct Host Communication:
Provide a secure and intuitive in-app chat feature for members to connect directly with their apartment hosts.
Centralize Check-in Instructions:
Create a dedicated, easily accessible section for all necessary apartment and building instructions.
Empower Reservation Management:
Allow members to view and manage their apartment reservations with clarity and ease.
Enhance Member Satisfaction:
Improve the overall convenience and independence of the Hello Landing experience.
The Challenge
Hello Landing aimed to provide a truly flexible and convenient living experience. However, several pain points were identified that hindered this vision, particularly around the check-in process and ongoing member support:
Inefficient Check-in:
Members often relied on manual coordination with local teams or hosts for key collection and entry instructions, leading to delays, frustration, and inconsistent experiences.
Communication Gaps:
Members lacked a direct, integrated channel to communicate with their apartment hosts for immediate questions or support, often resorting to less efficient methods like phone calls or external messaging apps.
Limited Self-Management:
Members had limited visibility into their active and upcoming reservations and lacked the ability to modify or view details of their bookings independently.
Design Process & Solutions
My design process followed a human-centered approach, involving research, ideation, prototyping, testing, and iterative refinement.
Discovery and Research:
User Interviews & Surveys: Conducted interviews with current and past members to understand their check-in experiences, communication preferences, and pain points with managing reservations.
Stakeholder Workshops:
Collaborated with operations, engineering, and customer support teams to map out existing processes, identify technical constraints, and align on business objectives.
Competitive Analysis:
Analyzed how other short-term rental platforms (e.g., Airbnb, Sonder) handled check-in, communication, and reservation management.
Self-Check-in Flow:
Designed a step-by-step guided experience, from "Ready to Check In" status to accessing key codes/instructions.
In-App Chat Interface:
Drafted chat screens mimicking familiar messaging apps, with clear indicators for message status and host availability.
Instructions Hub:
Sketched a dedicated section within the apartment details view for categorized instructions (e.g., "Access," "Wi-Fi," "Appliances").
Reservation Dashboard:
Laid out a primary dashboard showing current, upcoming, and past reservations with key details and action buttons.
Reservation Management:
- "My Reservations" Dashboard: A clear overview of all current, upcoming, and past bookings. - Key Details at a Glance: Displayed check-in/check-out dates, apartment address, and host contact. - Action Buttons: Direct links to "View Check-in Instructions," "Chat with Host," and "Extend Stay" (if applicable). - Booking History: Easy access to details of previous stays for reference.
Self-Check-in Experience:
- Dedicated Chat Interface: A persistent chat icon within the active reservation view led to a private conversation thread with the assigned host. - Push Notifications: Implemented push notifications for new messages to ensure timely responses. - Attachment Support: Allowed for sending photos (e.g., to report an issue or show a specific item).
Apartment Check-in Instructions:
- Centralized "Instructions" Section: A clear, navigable section within the apartment details. - Categorized Content: Organized instructions into logical categories (e.g., "Building Access," "Wi-Fi & Utilities," "House Rules," "Local Amenities"). - Search & Bookmark: Future consideration for search functionality and ability to bookmark frequently accessed instructions.
Visual Design
Extend and/or shorten reservation
View totals and payment information
Flexible Payment Options
Visual Design
Designed new screens for members to access their apartment move-in instructions, manage reservations, and see upcoming move-in information. Once a member is closer their move-in date, they can also message their apartment host.
Manage Reservations Menu
Move-in Details
Host Information and Communication
Alerts and Notifications
Outcomes & Impact
The implementation of these features significantly improved the Hello Landing member experience and operational efficiency:
Increased Self-Service:
Reduced admin manual check-in coordination by 23%.
Improved Communication Efficiency:
Saw a 36% reduction in phone calls to support related to immediate apartment queries, with most shifting to the in-app chat.
Enhanced Member Satisfaction:
Post-launch surveys showed a noticeable increase in positive feedback regarding ease of check-in and information access.
Scalability:
The new functionalities laid the groundwork for scaling operations by empowering members to resolve many common issues independently.
Positive Business Impact:
Contributed to higher rebooking rates and positive reviews, reinforcing Hello Landing's brand as a convenient and flexible housing solution.