Introduction
Thank you for presenting this challenge regarding Traveloka's mobile app check-in process for accommodations. As we explore ways to streamline this crucial touchpoint, we'll need to consider the user experience, technical feasibility, and business impact. I'll structure my approach as follows: clarifying questions, user segmentation, pain point analysis, solution generation, evaluation and prioritization, and metrics for success.
Step 1
Clarifying Questions
Why it matters: This helps us understand the scale of impact our improvements could have and whether we should focus on acquisition or retention. Expected answer: 20 million monthly active users, with an average of 2-3 bookings per user per year. Impact on approach: High user count but low frequency might suggest focusing on increasing engagement and repeat bookings.
Why it matters: Identifies our strengths and areas for differentiation in the streamlining process. Expected answer: Traveloka offers a wider range of local accommodations and has strong partnerships with properties in Southeast Asia. Impact on approach: We might leverage these partnerships to create a more seamless check-in experience.
Why it matters: Helps establish a baseline for improvement and identifies areas of focus. Expected answer: We track time-to-check-in, user satisfaction scores, and the percentage of users who complete the process without contacting support. Impact on approach: If any of these metrics are significantly below industry standards, they would become priority areas for improvement.
Why it matters: Ensures our product improvements support the company's direction and resource allocation. Expected answer: Traveloka aims to increase customer retention and expand into new markets in the next two years. Impact on approach: We'd focus on solutions that not only streamline check-in but also encourage repeat bookings and are scalable across different regions.
Tip
At this point, you can ask interviewer to take a 1-minute break to organize your thoughts before diving into the next step.
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