Go2Joy’s User Survey

User Survey
Created On
November 2022
Duration
3 weeks
Role
UX Researcher
Team
Go2Joy's Product
Challenge

Identify problems and areas for improvement in the Go2Joy app to make it more user-friendly.

Background

Go2Joy is a hotel booking platform offers a convenient and flexible option for short-term accommodation needs.

In late 2022, our CEO wanted everyone on the team to experience the product firsthand, so we launched the “Work from Hotel” program. Each employee received a 500,000 VND voucher to book a hotel room, check in, stay for 2 hours, and check out, all while using our booking services.

To make the most of this opportunity, the Product team decided to run a survey to identify any issues and areas for improvement within Go2Joy app. I was responsible for defining the survey goals and creating the questionnaires.

Approach

For this project, I focused on improving the product from the users’ perspective rather than relying on deep product knowledge.

My approach was to first map out the user journey and then collect feedback at each stage. This allowed me to focus on specific areas of the app (such as navigation, search, feature usage, and support, …) to identify where improvements needed.

1. Define the User Journey & research goals

In short, all employees received a voucher code via email and were asked to use it to book a room on the Go2Joy app. To better understand their experience, I mapped out the user journey, focusing on the key steps and defining goals for each stage of the process.

Explore & research

    • Goal: identify the key factors that users prioritize when selecting a hotel.
    • Purpose: to understand their main decision-making criteria.

Booking using voucher

    • Goal: understand users’ experience when booking a room using a voucher.
    • Purpose: to identify any challenges or sources of confusion during the booking process.

Pre-arrival

    • Goal: identify the types of reminders or notifications users expect from Go2Joy regarding their upcoming booking.
    • Purpose: to improve communication.

Check-in, Stay, & Check-out

    • Goal: to identify any issues users encounter during check-in or check-out.
    • Purpose: to understand their preferred methods for reporting these issues.

Review & Post-stay 

    • Goal: understand the motivations behind users leaving reviews after their stay at a hotel.
    • Purpose: to enhance review collection strategies and improve user engagement.
2. Add questions at each stage

This was my first time writing survey questions, so I focused on keeping them neutral and avoiding bias. My approach was to try to stick to the user by using closed-ended questions to gather data on user satisfaction, while also including open-ended questions to give users a chance to share more detailed feedback and suggest improvements.

Explore & research

What criteria are most important to you when choosing a hotel?

  1. Discounts and promotions
  2. Hotel rating and reviews
  3. Hotel accommodations
  4. Additional services
  5. Convenient location
  6. Other (please specify)

How do you typically search for hotels?

  1. Google search
  2. Social media (e.g., Facebook, Instagram, TikTok)
  3. Booking apps (e.g., Agoda, Booking, Traveloka)
  4. Recommendations from friends
  5. Other (please specify)

Booking using voucher

How would you rate your experience using vouchers on the Go2Joy app?

    • Scale: Very difficult, Difficult, Neutral, Easy, Very easy

Did you encounter any challenges or confusion while using the voucher during the booking process?

  1. Yes, please describe the issue(s) you faced.
  2. No

Pre-arrival

How would you rate the overall communication regarding your check-in time?

    • Scale: Very Poor, Poor, Neutral,  Good, Excellent

How would you want Go2Joy to remind you about your booking?

  1. SMS
  2. Email
  3. Push notification via Go2Joy app
  4. Phone call confirmation
  5. No reminder needed
  6. Other (please specify)

Check-in, Stay, & Check-out

How would you rate your overall experience with the hotel check-in and check-out process?

    • Scale: Very bad, Bad, OK, Good, Great

Was the information provided at check-in clear and helpful?

  1. Yes
  2. Partially
  3. No, please describe the issue(s) you faced.

Review & Post-stay

How likely are you to leave a review for a hotel?

    • Scale: Very unlikely, Unlikely, Neutral, Likely, Very likely

What would encourage you to write a review for this hotel?

  1. Earning points
  2. Receiving a coupon
  3. Getting a free gift
  4. Other (please specify)

Closing questions

How would you rate your experience searching for a hotel and room on the Go2Joy app? Please explain your rating.

    • Scale: Very difficult, Difficult, Neutral, Easy, Very easy

Do you have any ideas or suggestions that could help us improve our services or application?

Outcome

I created the survey in Google Forms, making it easy for everyone to complete. After two weeks, we received a total of 85 responses. I then put together a report to analyze the findings and made recommendations based on user feedback to share with the Product team. Below is my summary of the booking experience using the voucher.