How can Sonder enhance its mobile app check-in process to streamline guest arrivals?

Introduction

To enhance Sonder's mobile app check-in process and streamline guest arrivals, we need to take a comprehensive look at the current user experience, identify pain points, and develop innovative solutions. I'll approach this challenge by first clarifying our objectives, then analyzing user segments, identifying key pain points, generating solutions, and finally prioritizing our approach. Let's dive in.

Step 1

Clarifying Questions (5 mins)

• Looking at Sonder's position in the short-term rental market, I'm thinking about the competitive landscape. Could you share insights on how Sonder's check-in process currently compares to major competitors like Airbnb or traditional hotels?

Why it matters: Helps us understand if we're solving a unique problem or catching up to industry standards. Expected answer: Sonder's process is similar to Airbnb but lags behind hotel chains in terms of speed and convenience. Impact on approach: Would focus on leapfrogging competitors rather than just matching them.

• Considering the mobile app's role in the overall guest experience, I'm curious about cross-platform usage patterns. What percentage of guests currently use the mobile app for check-in versus other methods, and how has this trend changed over the past year?

Why it matters: Determines the potential impact of our improvements and helps identify adoption barriers. Expected answer: Mobile app usage for check-in has increased from 40% to 60% over the past year. Impact on approach: Would prioritize mobile-first solutions and focus on driving further adoption.

• Given the importance of first impressions in hospitality, I'm wondering about the current guest satisfaction metrics specifically related to the check-in process. Can you share any Net Promoter Score (NPS) or other feedback data specifically tied to the check-in experience?

Why it matters: Helps quantify the problem and set benchmarks for improvement. Expected answer: Check-in NPS is 7.5, significantly lower than the overall stay NPS of 8.5. Impact on approach: Would focus on high-impact areas that directly influence guest satisfaction scores.

• Thinking about Sonder's growth trajectory, I'm interested in understanding the company's key strategic objectives for the next 12-18 months. How does improving the check-in process align with broader company goals, such as expansion plans or target markets?

Why it matters: Ensures our solution aligns with overall company strategy and resource allocation. Expected answer: Sonder aims to double its property portfolio and enter 5 new markets in the next year. Impact on approach: Would design a scalable solution that can adapt to rapid growth and new market entry.