Eleven screens to book a room. Support spent more time on the checkout than on the rooms themselves.
What we did
The first version of the redesign still had seven screens. The one that shipped has four, because we stopped asking for anything the booking could infer — dates from the calendar, guests from the room, contact details from the account.
The component library behind it now runs six of their internal tools, which was never in the brief and is the part they talk about.
Outcome
Bookings up 34%, checkout tickets down 90%
Shipped
Eleven weeks, two designers
Handover
Figma library plus a coded reference
