With over 30% of Landing reservations modified in some way – I identified a significant gap in accessibility. Members faced a confusing experience as crucial features for managing reservations, such as extending, transferring, moving out early, or cancelling, were either exclusive to the mobile app or, in some cases, nonexistent. I aimed to create a cohesive and intuitive self-serve experience across all platforms for members to execute crucial reservation actions.
The desktop website lacked essential features for managing reservations, forcing users to rely on the mobile app. The inability to extend stays, move out early, transfer homes, or cancel a reservation on the desktop website created confusion, unnecessary reliance on live support for assistance, and an overall fragmented user experience as they were redirected to a QR code to download the mobile app.
The introduction of the self-serve cancellation features significantly improved user satisfaction. Users could now manage cancellations seamlessly, reducing live support calls and provided valuable insights for continuous enhancement. The transparent process streamlined user interactions and contributed to a more connected and user-friendly experience.
Members were previously unable to transfer homes seamlessly. Previously, once a home was booked in a specific city, members were locked to that location, limiting their ability to explore alternative options. The creation of this entirely new feature allowed members to easily switch homes within Landing's extensive list of 375+ cities while retaining their pre-existing filters or customizing them for a completely new experience.
Prior to the implementation of self-serve features, cancellations were one of the leading causes of frustration for both members and the support team. The existing process relied on live support within working hours, resulting in delayed refunds and limited documentation. I implemented self-serve features that allowed members to independently manage cancellations, view detailed refund breakdowns, and choose refund options—either as credits or to the original payment method. This inclusion of refund options added flexibility, offering members a choice that aligned with their preferences and the detailed refund breakdowns added transparency and peace of mind, elevating the overall user experience.
Extending the reservation date modifications to web offer members the freedom to make critical decisions related to their home and finances on their preferred platform. The task at hand was to bridge the gap in reservation modification accessibility, providing members with a consistent and intuitive experience across both mobile and web platforms. Focusing on a simple design and experience allowed members to easily select dates, preview statements, and receive immediate confirmation of their modifications with ease.
