Travel for Everyone.

Project Time - 3 months

(March 2023 - May 2023)

Project By: Cailyn Stewart

ABOUT INCLUDE

INCLUDE is a groundbreaking accommodation booking platform designed to cater to the diverse needs and preferences of all travelers. Our mission is to provide an inclusive, accessible, and user-friendly experience that sets a new standard in the hospitality industry.

At INCLUDE, we believe that every traveler deserves options that reflect their unique identity and needs. Whether you're looking for a hotel, motel, house, or Airbnb, our personalized recommendation system ensures that you find the perfect accommodation tailored just for you. Our platform features a wide range of properties, with a special focus on promoting BIPOC, LGBTQ, and accessible options, bringing them to the forefront alongside industry giants.

Accessibility is at the heart of INCLUDE. We offer features like text and speech settings and other disability-friendly options that are seamlessly integrated based on individual user preferences. Our 24-hour chat support guarantees that help is always available whenever you need it.

INCLUDE is not just an app; it's a community. Through interactive user profiles, reviews, and ratings, we empower our users to share their experiences and hold the accommodation industry accountable for maintaining high standards of inclusivity and accessibility.

Join us at INCLUDE, where your comfort, identity, and accessibility are our top priorities. Together, we can create a more inclusive world, one booking at a time.

PROBLEM STATEMENT

Users are currently experiencing frustration due to a lack of diverse accommodation options and inadequate accessibility features on competitor platforms. This not only leads to them seeking alternatives elsewhere but also fails to support the diverse identities and needs of all users. Furthermore, there is a need for continuous, inclusive customer support and a greater emphasis on promoting BIPOC, LGBTQ, and accessible properties to create a more inclusive booking experience.

SOLUTION

Our solution enhances the user experience through personalized accommodation options, 24-hour chat support, and disability-friendly features. Users receive tailored recommendations for hotels, motels, houses, and Airbnbs based on their preferences and identities. Inclusivity and accessibility are prioritized by promoting BIPOC, LGBTQ, and accessible properties, and by enabling text and speech modifications for users with disabilities. Interactive profiles and reviews foster a community that holds accommodation providers accountable for inclusivity. This approach not only improves user satisfaction but also champions diversity, equity, and inclusion in the hospitality industry.

Findings from User Research Survey

Major Challenges with These Travel Booking Sites/Apps

1. Lack of Personalization

Issue: Many of these platforms do not offer highly personalized recommendations based on user identities and preferences.

Impact: Users might find it difficult to locate accommodations that perfectly match their needs, leading to dissatisfaction and potential loss of customers to more personalized platforms.

2. Limited Inclusivity and Accessibility

Issue: Not all booking sites prominently feature or promote BIPOC, LGBTQ, and accessible properties.

Impact: This can make it challenging for users from diverse backgrounds or with specific accessibility needs to find suitable accommodations.

3. Customer Support Limitations

Issue: Many platforms do not offer 24-hour customer support.

Impact: Users might struggle to get timely assistance, especially if they face issues outside of regular business hours, leading to a poor customer experience.

4. Inconsistent Accessibility Features

Issue: Accessibility features, such as text and speech modifications, are not consistently available across all platforms.

Impact: Users with disabilities may find it difficult to use these sites effectively, limiting their ability to book accommodations that meet their needs.

5. User Experience (UX) Issues

Issue: Some booking sites have cluttered interfaces, slow loading times, or cumbersome booking processes.

Impact: This can frustrate users and deter them from completing their bookings, driving them to seek out more user-friendly alternatives.

6. Transparency and Accountability

Issue: There is often a lack of transparency regarding the inclusivity and accessibility of listed properties.

Impact: Users may end up booking accommodations that do not meet their expectations, leading to negative experiences and reviews.

7. Community and Review Features

Issue: While reviews are available, there is often a lack of community engagement and detailed profiling that could enhance trust and accountability.

Impact: Users might not get a comprehensive understanding of how well a property caters to their specific needs.
INCLUDE's Advantage

INCLUDE addresses these challenges by providing highly personalized options, emphasizing inclusivity and accessibility, offering 24-hour support, and fostering a community of users who can share detailed reviews and hold the hospitality industry accountable. This approach not only enhances the user experience but also promotes diversity, equity, and inclusion within the accommodation sector.

User Personas

Empathy Maps

Affinity Diagram

User Flow

Task Flow

Medium Fidelity Prototype

Each screen is designed with inclusivity and accessibility in mind, ensuring that all users, regardless of their abilities, can have a seamless and enjoyable travel planning experience. The consistent use of vibrant, scenic backgrounds reinforces the app's travel-focused theme and enhances user engagement.

Thank you for viewing my UX/UI case study.

CAILYN STEWART