Kathmandu, Nepal
2012
Hospitality
30+
Challenge
The site had a high bounce rate and low conversion rates due to poor navigation and a cluttered interface. Users found it difficult to find homestays, and the checkout process was cumbersome. Our challenge was to streamline the user journey, improve product discoverability, and simplify the checkout process to enhance user experience and increase sales.
Results
The redesigned site resulted in a significant boost in conversion rates, driven by improved navigation and a clean interface that enhanced the user experience. I also revamped the booking process to better align with industry standards, making it more intuitive and efficient. Customer feedback was overwhelmingly positive, with satisfaction ratings seeing a noticeable increase.
55%
Improved Task Completion Rate
20%
Decrease in Time in Task
50%
Navigation Efficiency increase
Process
UX Audit: Conducted a comprehensive audit of the existing website, defining key usability issues and refining user flows through targeted research.
Competitive Research: Analyzed industry leaders like Airbnb and TripAdvisor to identify best practices and opportunities for differentiation.
Wireframing & Stakeholder Meetings: Developed wireframes and collaborated closely with stakeholders to align on design philosophy and secure approvals.
Prototyping & Testing: Created high-fidelity prototypes, tested against key KPIs, documented findings, and handed off final designs to the development team.
Stack
“ With a revamped user interface, CHN is poised to take a leading role in the Nepalese hospitality sector. The improved booking and checkout flow not only simplifies the user experience but also enhances overall engagement, making it more likely to capture the attention of potential guests. ”
Shiva Dhakal
Founder | Community Homestay Network
Conclusion
Revamping the hospitality website proved to be a game-changer in enhancing user experience and driving sales. By simplifying the navigation and checkout process, we created a more enjoyable shopping experience that significantly boosted conversion rates and customer satisfaction. This project highlights the critical role of UX design in the success of online platforms. The new website is scheduled for launch in early 2025, and a link will be included in this case study once it goes live.