Limehome GmbH · 2024
Multi-Room Booking Experience
Evolving the direct booking experience so groups and families can book several rooms in one confident pass — building trust at each step and moving demand away from OTAs.
Project type
Booking flow & conversion case study
Role
Lead Digital Product Designer
Platform
Responsive web — direct booking funnel
Year
2024
Key outcomes
Groups
Families and teams booking 2+ rooms in one flow
Direct
Less dependency on OTA channels
Trust
Prices, policies and totals visible before commitment
One pass
No restarting the search per extra room
Context
The funnel was designed for one guest, one room
The direct funnel assumed a single traveller. Anyone needing two or more rooms had to repeat the search, compare results in their head, and hope availability held — so many gave up and booked through an OTA instead.
Group demand is high value: longer stays, larger baskets, more services. Losing it in the funnel meant paying commission for guests who had already chosen Limehome.
Opportunity
Make multi-room feel as simple as single-room
- 01Let guests express the whole party once and get one coherent set of options.
- 02Keep the running total, policies and per-room detail visible at all times.
- 03Remove dead ends when only part of the request is available.
- 04Make direct booking visibly the best, safest place to book.
Process
Finding where trust broke
- 01Analysed funnel drop-off to isolate where multi-room intent died.
- 02Ran usability tests with group-travel scenarios rather than solo tasks.
- 03Benchmarked OTA and competitor group flows to identify the expectations guests arrive with.
- 04Iterated prototypes in Maze until participants could explain their total and cancellation terms unprompted.
Solution
Key changes introduced
- 01Party setup up front: rooms and occupancy defined once, carried through the flow.
- 02A room-by-room selection view with a persistent, always-correct summary.
- 03Partial-availability handling that proposes alternatives instead of an empty state.
- 04Transparent pricing: per room, per night and total, with policies inline before payment.
- 05Reassurance moments at the highest-anxiety steps — payment, confirmation, arrival details.
Impact
What changed
- 01Groups complete a multi-room booking in a single pass instead of repeated searches.
- 02Fewer support contacts about totals, policies and what was actually booked.
- 03The pattern became reusable for longer-stay and corporate booking scenarios.
Reflection
What I took from it
Conversion work in booking is mostly trust work. Guests do not abandon because a flow is long — they abandon when they cannot predict what happens next.
Showing the total and the policy early felt risky and turned out to be the reassuring move.
Tools — Figma, FigJam, Maze, Hotjar, Jira
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