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.
For this project, I focused on improving the product from the users’ perspective rather than relying on deep product knowledge. I think this approach helps uncover problems and frustrations that may not be visible from technical viewpoint.
Focus Areas in Design Thinking Stages
Empathize
Define
Ideate + Prototype
Test + Learn + Adapt
The user journey began when users received a voucher code via email and continued as they used it to book a room through the Go2Joy app. Key steps included booking, checking in, checking out at the hotel, and writing a review after their stay.
Below was my process broken down:
List all user touch points in the journey.
Evaluate the flow from a UX perspective.
Consult with the PO for business insights.
Identify user pain points in the journey.
Define survey goals based on the pain points – what to learn and why it matters.
Note: This case study focuses on the voucher-based booking flow in the user journey.
As this was my first time writing survey questions, I focused on keeping them neutral and aligned with the goals of each stage in the user journey.
I applied a mixed-methods question design. I used closed-ended questions to measure satisfaction, preferences, and behaviors. I also included open-ended questions to let users share detailed feedback and suggestions.
Below is a snapshot of the survey questions
How would you rate your experience using vouchers on the Go2Joy app?
I created the survey in Google Forms, making it easy for everyone to complete. After 2 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.
The following improvement opportunities were identified based on the findings. These ideas were design-led and had not yet been discussed or validated with the broader product or development team. They were like starting point for further collaboration and exploration.
The next step involved aligning with the PM and CPO to evaluate the need and impact of these feature enhancements and add them to the product roadmap.