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Samvirk: Improving booking process by showing information step by step

About the project

MySamvirk app’s goal is to facilitate the membership management and booking process for Samvirk members. Through the app, members can register for membership, book accommodations, manage their Hotel Agreements so they can take part in community events. From this case study you will learn how we reduced complexity by using progressive disclosure approach.

Technology

Figma

Services

UX Research

UX Design

User testing

UI Design

Industry

Event organization

Booking management

The challenge

In the fall of 2024, we had areas in the application that were problematic for our users and generated a lot of help desk queries.

  1. Booking process
    The main problem was the need to send a summary of their reservations, many users did not do it in time which caused a lot of work in the customer service department
  2. Inviting and accepting booking invitations
    The current solution was designed without proper research and causes many support queries

Rocksoft's role in this project is UX/UI design.

Objectives

#1

Conduct user research that will help us to define pain points in mentioned features.

#2

Reuse current backend logic as much as possible due to budget and time limitation.

#3

Conduct user research that will help us to define pain points in mentioned features.

How did we do it?

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1. UX Research

We asked our users about their experience with problematic features and translated gathered insights into user journeys.

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2. Ideation

Analysis of the collected information allowed us to start sketching potential solutions using wireframes.

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3. Tech validation

We invited dev team early in the process to achieve our objective regarding technical limitation.

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4. User testing

Selected solutions were tested with users, which allowed to choose the most optimal solution.

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5. High fidelity design

After few iteration of ideation & validation final solution was improved and translated into final designs using internal design system

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1. UX Research

We asked our users about their experience with problematic features and translated gathered insights into user journeys.

2. Ideation

Analysis of the collected information allowed us to start sketching potential solutions using wireframes.

3. Tech validation

We invited dev team early in the process to achieve our objective regarding technical limitation.

4. User testing

Selected solutions were tested with users, which allowed to choose the most optimal solution.

5. High fidelity design

After few iteration of ideation & validation final solution was improved and translated into final designs using internal design system

Development process:

Step 1

Step 2

Step 3

Step 4

Research

To avoid expensive guesswork and provide outcome that will serve our user we conducted research using methods:

  1. Analysis data from customer support
    This stage helped us to identify which problems most often affect our users. The most problematic ones were: submitting summary, a lot of users didn’t understand they need to take this step and accepting booking invitations.
  2. Interviews and testing
    Qualitative research methods were used to determine how users experienced these problems, we actively listened and watched how they performed individual tasks, which gave us an idea of ​​how to solve the above-mentioned problems.

The outcome

We set out to improve the booking experience while keeping the implementation efficient. Through user research and iteration, we focused on the most impactful changes.

  1. What we focused on
    The “My Booking” page was cluttered, so we simplified it. We created a clearer flow for adding bookings, split received and sent invitations, and redesigned the invitation acceptance process.
  2. How we solved it
    We tested multiple solutions, iterated based on user feedback, and reused existing logic to streamline development. Despite tight deadlines, we delivered (just about) on time.
  3. Key learnings
    Early validation reduced guesswork and sped up development. Prioritization over complexity improved usability. Involving developers early helped refine ideas and avoid technical roadblocks.
Visit client's website
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24

% less inquires to help desk

516

+

success booking connections in first 3 days (72h)

2

weeks design sprint

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