ZIPP DAPP
ZIPP DAPP is a free accommodation app that allows users to connect, book accommodation free of charge, host each other, and share new experiences.
The problem:
Finding free/accessible accommodation options & connecting with others can be difficult to achieve due to security and money issues when travelling
The goal:
Zipp Dapp brings its users to travel freely and connect with like-minded people anywhere around the world on a secure platform with accessible accommodation options.
Responsibilities:
User research, creating personas, users stories, wireframing, prototyping, conducting usability study, testing prototypes, implementing changes
My role: UX Lead
UNDERSTANDING THE USER
●User research
●Personas
●Problem statements
●User journey maps
User research summary
Throughout the research I found out that people don’t necessarily think about free accommodation options as it is not a common way to consider for traveling. High costs of accommodation and other expenses can impact travel plans negatively. Also people find it hard to trust new people outside their country. When meeting new people without any expectation it is easier to be able to engage and build trust. Generally, people feel more open to the idea of meeting new people who are like-minded and who they can learn from. Security is a big fact especially when travelling abroad to feel secure and comfortable at the same time.
Zipp Dapp must be built on a secure environment with a booking and verification system that is supported with user reviews. Also, users should be able to search and connect with people who have similar interests.
Pain points
Empathy Map
Personas
User journey maps
Close up storyboard
Big picture storyboard
Competitive Audit
Goals:
To find out how users connect with others and compare booking options
Who are the key competitors?
Direct Competitors:
-Couchsurfing
-Airbnb
Indirect competitors:
-Tinder
Our key competitor is Couchsurfing, an app to find free couches for people while they traveling and connecting with others also Airbnb is a booking app for people to find different types of accommodations from renting a room to luxury stays.
Our indirect competitor is Tinder which is a dating app that people connect and date each other through swiping and matching each other.
Couchsurfing
Couchsurfing is a global community of 14 million people in more than 200,000 cities who share their life, their world, their journey. Couchsurfing connects travellers with a global network of people willing to share in profound and meaningful ways, making travel a social experience. They have a strong verification system including ID verification, also user reviews and feedbacks provide a safe environment that is supported by the safety team behind Couchsurfing. Activities provide its users to have joyful experiences. However, signing up is not free of charge as it used to be completely free for its users. Doesn’t have a check-in and check-out system and route planner for the destinations. Also, accessibility could be improved for any disabilities of the travellers.
Connecting people
Safety supported with
verification and reviews
Free accommodation
Activity and tour guide
Global and trusted
Events and volunteering
opportunities
In-App messaging
Strengths
Airbnb
Airbnb began in 2008 when two designers who had space to share hosted three travellers looking for a place to stay. Now, millions of hosts and travellers choose to create a free Airbnb account so they can list their space and book unique accommodation anywhere in the world. Airbnb experience hosts share their passions and interests with both travellers and locals.
Airbnb helps make sharing easy, enjoyable, and safe. They verify personal profiles and listings, maintain a smart messaging system so hosts and guests can communicate with certainty, and manage a trusted platform to collect and transfer payments. They also have 24/7 support system and has accessibility view and they review every accessibility feature submitted by stays Hosts.
Strengths
Different accommodation
options for any budget
Trusted services
24/7 support
Health and safety measures
Access to activities
Accessibility view
Help support charities,
the environment, and communities
Last-minute booking
Invite friends
In-app messaging
Rating and reviews
Tinder
Tinder is an online dating and geosocial networking application. Users anonymously "swipe right" to like or "swipe left" to dislike other users' profiles, which include their photos, a short bio, and a list of their interests. Tinder uses a "double opt-in" system where both users must have "swiped right" to match before. It has a verification system for its users however it is not mandatory. Also, it is more of a dating app than connecting others to create friendships between like-minded people. People can come across and match through similar interests. For further use of the app features, there is a monthly subscription
Strengths
Swipe view
Matching similar interests
Verification
Geolocation
Facebook/phone number log-in
View following
-Age
-Distance
-Mutual Friends
-Mutual interests
-Tagline/ brief description
In-App messaging
Push notifications
No Ads
Personal security for LGBTQ+ users
Competitors weaknesses
Couchsurfing
Airbnb
Tinder
Couchsurfing
Paid signup and subscription
No accessibility searches
Route planner
Swipe view
Paid accommodation
Route planner
Focused on accommodation
than connecting others
More dating app than engaging
people or booking accommodation
Paid upgrades
Doesn’t have an
accessibility filter
Gaps
Secure environment
Cancelation
ID verification
Address verification
Free accommodation
Free sign-up
Accessibility search
Last-minute booking
Alternative booking
Swipe view
Map view
Opportunities and Takeaways
Free accommodation opportunities for travellers while connecting like-minded people to create and share new experiences that are supported with ID and Address verification as well as user reviews. Users should be able to create a second alternative booking in case of an emergency cancellation and are able to search for last-minute accommodations by activating quick search mode. Also, users should be advised to cancel their booking at least 24 hours in advance to keep themselves as trusted users. Accessibility filters should provide an equitable environment for its users to travel and connect as easily as possible. While people can search and find people with similar interests, in App messaging should help travellers to chat and engage beforehand. Zipping up an accommodation will allow its users to double confirm their stay and reduce the cancellation rate to bring a safe, secure, and comfortable experience.
Features and Benefits
STARTING THE DESIGN
●Paper wireframes
●Digital wireframes
●Low-fidelity prototype
●Usability studies
Paper Wireframes
Digital Wireframes
Main page: Where users can select booking date, filter and search for profiles around the locations users want to visit
Map view: Users can see available accommodations on the map and listed below, select and navigate to their profiles
Profile: Users can swipe through profiles and find free accommodations and like-minded people to send zip requests and connect with each other
Messages: Users get notified when a zip request is accepted, they can see the status of other matches and able to navigate to confirmation, cancel, check-in, and check-out from the same page
In-App messaging: In-App messaging allows users to talk and connect to each other
Check-in: Check-in page allows users to confirm, check-in, edit or cancel booking
Confirmation: Users are able to see the details of the booking and save to keep records of their journey
Check-out & review: When users check out through Zipp Dapp they can see the details of their stay and able to leave a review for their experience
Preview
Affinity Diagram
Usability study findings
Throughout the usability study, we found out that people find it easy to use although initially people think about the security issues while using the app, people started feeling more comfortable about how the App will connect users together. Some users got stuck while viewing map, trying to cancel, going back to the previous page, and searching. Also should add alternate booking and online support so that users will be able to use Zipp Dapp more securely.
REFINING THE DESIGN
●Mockups
●High-fidelity prototype
Supporting evidence from the usability study.
Users said they want the search button to be more visible and placed on a more noticeable area
"Search could be clearer"
"Easily done, Search link is small tho"
"Search button not too visible"
"Maybe the search button should be somewhere else"
Supporting evidence from the usability study.
Users said they want to be able to click on profiles on the map
"Would be better to tap on the map too“
“Why can’t I click profiles through the Map?”
Supporting evidence from the usability study.
Users said they want to have more time when looking through profiles and an easier option to send a booking request
"Easy to access profile, it needs more time"
"Would be good to see more information on people’s profile"
Supporting evidence from the usability study.
Users said they liked confirmation through messages and found In-App messaging helpful and easy to use.
Added photo and attachment options to messages
“I like the confirmation system”
"Ok. That’s easy“
"Nice to have double confirmation"
Supporting evidence from the usability study
Users said that the cancellation button is not clickable. Also wondered if they can cancel anytime.
"What if someone cancels just before I arrive"
"I'm not sure what happened"
"Clicked on it but not working"
"What is the time limit until I can cancel? And what if I don’t show up"
"Can they cancel anytime"
Supporting evidence from the usability study
Users liked the check-out and review and found it easy to use. Also wondered if they can come back and leave reviews another time and update
"Good to see last reviews, Can I update these?"
"That was pretty easy, where do I see my own reviews?"
"Can I change reviews?"
Preview
Accessibility considerations
Accessibility filter for accommodations
Step by step guide
