OVERVIEW
HireACamp, a startup based in India, is a one-stop platform for travelers to search, discover, and instantly book campsites. They offer a wide range of options, including campsites in hill stations, on beaches, in jungles, and cater to both luxury and budget travelers.
ROLE
Research and Design
TIMELINE
2 weeks
THE TEAM
CEO, CTO, Full-Stack
Developer, Designer
PROBLEM
HireACamp's website was outdated, resulting in 90% of bookings being made through phone calls. Poor UI/UX led to low engagement on the website and an increase in support calls. Moreover, being a startup, trust was already a hurdle, and the bad website only amplified it.
☎️
Customer support calls
📉
Low engagement
🤯
Lack of trust
DESIGN PROCESS
I decided to approach this problem with Double Diamond framework.
💬
Reason
The Double Diamond provides a clear structure to guide the redesign process. This can be helpful in keeping the project focused and ensuring all aspects of UX are considered.
DISCOVER & DEFINE
I began my research with user surveys to gather quick and general user insights on the topic. I surveyed 50 people and they represented a diverse range of socio-economic, cultural backgrounds, and age groups, encompassing both genders.
Here are a few of the questions that helped me gain a deeper understanding of the camping market:
⚠️ Our biggest challenge during the discovery phase was the lack of resources for qualitative research. While I planned to conduct user interviews alongside the quantitative analysis, time and budget constraints prevented it. To address this, I connected with the support team to gain insights from the issues they encounter while assisting users.
Based on the findings from the survey and support calls, I created an empathy map populated with relevant user information. I presented the final map to stakeholders, explaining customer needs and insights.
DEVELOP & DELIVER
After gathering insights and discussing them with
stakeholders, I brainstormed solutions.
I converted the most promising ones into
wireframes for team testing.
The final screens emerged from a process of rigorous design exploration.
FINAL SOLUTIONS
LET’S TALK IMPACT
⭐️ Seed funding
HireACamp raised growth capital from the IAN in a seed round
😃 Customer satisfaction
11%
increase in customer satisfaction scores
⚡️ In the news
👩💻️ Online booking
22%
growth in online bookings due to the introduction of a secure and user-friendly "Pay at Camp" payment scheme
⚡️️ Loading time
19%
decrease in website loading times
CHALLENGES & LEARNINGS
Limited User Research
Unfortunately, I wasn't able to conduct primary research through customer interviews. This limited my ability to gather in-depth user insights and understand their specific needs and preferences
Design Validation
Working as the sole designer on this project meant I lacked the opportunity for peer review and validation of design decisions
Balancing Design and Development
Striking a balance between achieving the desired visual impact and ensuring technical feasibility within the set timeframe