Hipcamp Property Manaager
Hipcamp users faced challenges in selecting the most suitable campsite on a property, leading to mismatched expectations and negative reviews. To resolve this, the team revamped the campsite configuration process for Hosts.
My role
As Director of Design at Hipcamp, I drove the the creation of the company’s design system which was used for this product. I also provided valuable feedback during key project milestones, ensuring high standards of craft and quality throughout the process.
Our team
The team consisted of myself as the one Design Leader, one Product Manager, one Engineering Manager, one Product Designer, and four Engineers.
Research
Research revealed that Hipcamp users often arrived at campsites that differed from their expectations, leading to confusion and disappointment. This mismatch became the top theme in negative app store reviews.
Further analysis revealed that our users sought specific site details, but Hipcamp's platform lacked the means for our Hosts to provide them. The solution was to enhance the Host platform UX to capture and display site-specific information. The hypothesis was that this improvement would enhance the experience for both Hosts and users, ultimately driving camper retention and booking conversion.
Goals
The goal of this project was to enhance listing quality by enabling Hosts to upload, edit, and rearrange multiple site photos with ease. By providing a more comprehensive and accurate visual representation of their campsites, our Hosts could better showcase their offerings, leading to more informed booking decisions by our users.
For our users, the improvement in listing quality would reduce uncertainty, ensuring their expectations aligned with reality, ultimately increasing satisfaction and trust in the platform.
Explorations
Research studies
We engaged with our Hosts to evaluate two new proposed experience changes, ensuring they could navigate them with ease. Through this research, we confirmed that we were on the right path with one variant.
Feedback
Our “tabbed” explorations focused on improving scalability for properties with numerous sites while optimizing the experience to highlight key entry points such as Extras and Maps. Through our research studies, we found out that these enhancements made it easier for users to navigate and discover available options, ensuring a more seamless and informed booking experience.
Final Designs
Results
68%
Hosts fixed missing information on their properties within 30 days
700k
Photos uploaded by Hosts
21%
Increase in booking conversions
30%
YoY increase in camper retention