Sonder

Leverage self-serve check-in to cut hotel operation costs

Role: Senior product designer
Type: Guest communication
Released Time: 2023

Sonder

Leverage self-serve check-in to cut hotel operation costs

Role: Senior product designer
Type: Guest communication
Released time: 2023

Achievements

90%

Successfully completed the online check-in

5.3%

Interaction rate regarding "check-in instructions"

25%

Saved 25% in headcount for central guest support team

How I got there?

How I got there?

Problems

We’re facing numerous symptoms. To tackle these challenges, we’re using the 5 Whys strategy to identify root causes. Here are a couple of examples demonstrating how we’re exploring various aspects of the process.

High interact rate

The category Check-in instructions" ranked among the top three most frequent CGS contact reasons, accounting for 6.6% of total Salesforce cases in Q1. 

Why high interacte rate?

Guests often contacted us because they were unaware that completing the online check-in was mandatory to receive the check-in instructions. 

Why guests are unaware of Sonder's required process?

Email is the primary point of contact for travel agency guests to grasp the accommodation process. Unfortunately, research shows low comprehension of this email.

High interact rate

The category Check-in instructions" ranked among the top three most frequent CGS contact reasons, accounting for 6.6% of total Salesforce cases in Q1. 

Why high interacte rate?

Guests often contacted us because they were unaware that completing the online check-in was mandatory to receive the check-in instructions. 

Why guests are unaware of Sonder's required process?

Email is the primary point of contact for travel agency guests to grasp the accommodation process. Unfortunately, research shows low comprehension of this email.

How to solve the problems?

We've developed a communication strategy encompassing email, SMS, push notifications, and direct messages across all other travel agency channels. Below, I outline some of the guest-facing designs.

New verification request email

In this email, we are repositioning the online check-in process. We will use the term "check-in" only for accessing your room upon arrival and rename the entire process "pre-arrival verification" to clearly communicate that it must be completed before arrival.

New stay details email

We've introduced key information cards in the new stay details email, sent immediately after guests complete the pre-arrival verification. Additionally, we've added an "Access Details" section to highlight that building and room access information will be provided three days before arrival.

Impact
  • This was the third major win for the 2023 product team. Our Product VP described it as, "We creatively achieved over a 90% self-serve rate before the check-in date, efficiently and well under budget..."

  • As a result of this project, I became the reviewer for transactional communications across various workstreams.

High interact rate

The category Check-in instructions" ranked among the top three most frequent CGS contact reasons, accounting for 6.6% of total Salesforce cases in Q1. 

Why high interacte rate?

Guests often contacted us because they were unaware that completing the online check-in was mandatory to receive the check-in instructions. 

Why guests are unaware of Sonder's required process?

Email is the primary point of contact for travel agency guests to grasp the accommodation process. Unfortunately, research shows low comprehension of this email.

How to solve the problems?

We've developed a communication strategy encompassing email, SMS, push notifications, and direct messages across all other travel agency channels. Below, I outline some of the guest-facing designs.

New verification request email

In this email, we are repositioning the online check-in process. We will use the term "check-in" only for accessing your room upon arrival and rename the entire process "pre-arrival verification" to clearly communicate that it must be completed before arrival.

New stay details email

We've introduced key information cards in the new stay details email, sent immediately after guests complete the pre-arrival verification. Additionally, we've added an "Access Details" section to highlight that building and room access information will be provided three days before arrival.

Impact

  • This was the third major win for the 2023 product team. Our Product VP described it as, "We creatively achieved over a 90% self-serve rate before the check-in date, efficiently and well under budget..."

  • As a result of this project, I became the reviewer for transactional communications across various workstreams.

Impact
  • This was the third major win for the 2023 product team. Our Product VP described it as, "We creatively achieved over a 90% self-serve rate before the check-in date, efficiently and well under budget..."

  • As a result of this project, I became the reviewer for transactional communications across various workstreams.