Booking for Multi-Restaurant Houses

Booking for Multi-Restaurant Houses. Increasing transparency and eliminating trial-and-error experiences

Tables is the second most popular booking made on the app with over half of the 46 global Houses having multiple restaurants as an offering to choose from. For these Houses, the journey was a frustrating trial-and-error experience where availability wasn't visible which could lead to a missed booking opportunity.

The new design highlights the best available options based on the selected time within a designated window. This approach streamlines the process and adds greater transparency, reducing the likelihood of a dead-end experience and more successful bookings being made

Brand

Soho House

Year

2023

Responsibilities

Lead designer - End-to-end design process, user testing, evolving of the design system, stakeholder engagement and presentations, dev handover documentation, and quality assurance.

Team

Product Designers, Product Manager.

IMPACT

Fewer calls to the support team to make bookings on behalf of frustrated members.

Increase in pre-booked table reservations at Houses with multi-restaurant offerings.

Reduction in booking time

Resulted from less steps to find a suitable time slot.

Multiple restaurant availability.

Logic for displaying time availability.

Working alongside the Product Manager, we turned the challenges conveyed to us by the membership team and member feedback, into opportunities framed as actionable statements.

How might we...

Streamline the booking process for multi-restaurant Houses to ensure members can quickly view available options and avoid missed booking opportunities?

Increase transparency in the restaurant booking journey, allowing members to make informed decisions without encountering dead-ends or unnecessary trial-and-error?

Highlight the best alternative options when the selected time is unavailable to drive more successful table reservations?

Exploring all time opportunities from available options.

The outcome: A streamlined booking process that reduces friction, leading to higher success rates

The new design successfully highlights the best available booking options based on the selected time within a designated window, providing members with clear and efficient alternatives. This approach has streamlined the booking process, increased transparency, and significantly reduced the likelihood of a dead-end experience, leading to a higher rate of successful reservations.

Member feedback

Members have expressed appreciation for the enhanced experience, noting how easy it is to view alternative options when their preferred time isn’t available – "The new system makes booking so much simpler. I no longer have to guess or try multiple times, everything is clear and efficient."

Stakeholder feedback

Operational teams have reported a reduction in table booking-related queries – "The new design has reduced the frustration for both members and operational teams. We have noticed fewer calls by frustrated members."