The Guild: UX, Growth, and Redesign
The Guild, a hospitality and short-term rental brand, wanted to optimize its digital experience to drive higher direct bookings and improve guest retention. While the platform provided a seamless stay experience, friction in the booking and post-stay engagement flow led to drop-offs.
The Guild
2024
Contract
Designer
Business Goal
Increase direct booking conversion rates (reduce reliance on third-party platforms).
Improve guest engagement and repeat booking rates.
Strengthen brand perception and trust through UX refinements.
Challenges
Users often abandoned bookings due to unclear pricing and amenity details.
Lack of personalized recommendations for repeat guests.
Competitive landscape (Airbnb, Sonder) offering seamless, high-trust experiences.
Results
This project demonstrated the power of data-driven UX improvements in hospitality. By streamlining trust-building, personalization, and offer clarity, we created a frictionless booking journey that enhanced both conversion rates and guest loyalty.
18%
Increase in direct bookings after the checkout flow redesign and improved trust signals.
25%
Cut development time with a scalable design system, improving handoffs and minimizing custom components.
15%
Boosted organic traffic with SEO optimizations, improving site structure, metadata, and accessibility.
