Design a product for the worst post-confirmation experience on OpenTable.

Introduction

Designing a product for the worst post-confirmation experience on OpenTable presents a unique challenge and opportunity. OpenTable, a leading online restaurant reservation platform, has revolutionized how diners book tables. However, the post-confirmation experience is crucial for user satisfaction and retention. In this analysis, we'll explore the pain points, propose solutions, and outline a strategy to transform this critical touchpoint.

Step 1

Clarifying Questions (5 mins)

• Looking at OpenTable's market position, I'm thinking about the scale of the problem. Could you share what percentage of users report issues post-confirmation, and how this compares to industry benchmarks?

Why it matters: Determines the urgency and scope of the problem Expected answer: 15-20% of users report issues, significantly higher than the 5-10% industry average Impact on approach: Would focus on systemic changes rather than minor tweaks

• Considering the user journey, I'm curious about the specific touchpoints after confirmation. Can you elaborate on the current post-confirmation flow, including any communication or reminders sent to users?

Why it matters: Identifies potential gaps in the user experience Expected answer: Confirmation email sent immediately, reminder 24 hours before reservation Impact on approach: Might suggest additional touchpoints or improved communication strategies

• Given the competitive landscape, I'm wondering about user retention. What's the current rate of users who don't return to OpenTable after a poor post-confirmation experience?

Why it matters: Quantifies the business impact of the problem Expected answer: 30-40% of users with a poor experience don't return within 3 months Impact on approach: Would prioritize solutions that directly address retention

• Considering OpenTable's broader strategy, how does improving the post-confirmation experience align with other company initiatives or goals?

Why it matters: Ensures our solution fits within the larger company context Expected answer: Aligns with a company-wide push for improved customer satisfaction and increased repeat bookings Impact on approach: Would focus on solutions that support these broader objectives