Booking Engine

Challenge

Users needed to navigate multiple booking rules before making decisions.

Problem Analysis

The old flow had 5 steps. Users bounced back and forth between Step 3 (select rules) and Step 4 (confirm). Root cause: rule descriptions lived on a separate help page. Users could not see the rules at decision time.

Old Flow

Step 1→

Step 2→

Step 3→

Step 4→

Step 5

↩Loop back from Step 4 to Step 3: Users could not see booking rules at decision time

Approach

Moved rules inline next to each decision point. Users now see applicable rules at the moment of choice — no page switching required.

New Flow

Step 1→

Step 2(rules visible)→

Step 3(decision point)→

Complete

Result

·Reduced decision steps
·Improved rule clarity
·Better user acceptance

Lesson

Users tolerate complexity. They do not tolerate uncertainty.