In late 2022, Go2Joy ran a program called “Work from hotel”, where all of the employees were given 500.000đ each to experience our online and offline hotel booking services. To grab this opportunity, the Product Design team wanted to run a survey to understand existing problems and to look for new issues. I was in charge of defining objectives and writing questionnaires.
The questionnaires
In brief, all of the employees were given a voucher code via email. Their tasks were to use the given voucher code to book a room on Go2Joy App, check in, stay for 2 hours, and check out. To capture the whole user’s motivations and pain points, I decided to break the survey questionnaires into small stages of our user journey.
- Explore & research: What criteria are most interesting when the user looking for a hotel?
- Booking: How do users search and compare information when they book a room?
- Pre-arrival: How do users want Go2Joy to remind them of their upcoming booking?
- Check-in & Stay & Check-out: Is there any issue when users check-in/check-out at a hotel? How do they want to report if there is an issue?
- Review & post-stay: what encourages the user to write a review for a hotel they stayed in?
This is “Work from hotel” program survey questionnaire. These questions were created in Google Form, which everyone can access to answer.
The results:
We collected 85 responses on Google form. I create a report to make sense of what was learned and made recommendations on behalf of users to share with the Product team. Below are a few slides from the report.
