Guesty

Channel Manager

The motivation for the project

The old product was planned initially just for Airbnb
More channels were added and required different settings and requirements (API).
Broken experience (non-unified experience for the different channels)
High friction and support tickets (more than 1,800 tickets per quarter)
Long initial setup with the onboarding team
New market - Aparthotels (Support complexes/hotels)

Discovery & Research

Reviewed support ticket– to learn about the current friction
Users interviews
A session with the onboarding team (who struggled with the old product on a daily basis)
Competitors analysis
“Full-story” recording sessions to spot “high-friction” areas
Identified & mapped each channel’s unique requirements and needs

Users interviews

Giving the high friction and broken user experience that the current “Integration flow” brought, our users were thrilled to talk with us, to share with us their daily usage
of the product and request for missing features.

Research findings

Most of our users found this tool very intimidating.
The initial setup was done normally with an OB team.
When they needed to connect a new property, they avoided doing it by themselves.

And those who did…:

Lost orientation in the process (What is expected from me? What should I do next?)
Didn’t understand the difference between the types of connections (Import, Publish, Link)
They weren't aware of errors and notifications that required their attention.