Project Context
Redesign the room cancellation policy configuration to increase flexibility, scalability, and ease of use, while aligning with the newly introduced Rate Structure system (Rate Plans & Rate Channels).
This project aimed to modernize the existing cancellation policy system to support more complex configurations across different check-in periods, rate plans, and distribution channels. By doing so, Traveloka empowers its hotel partners to stay competitive, maximize conversion, and enhance end-customer satisfaction through more flexible and responsive booking experiences.
• Role: UX & UI Designer
• Scope: Research planning & execution, user flow and interaction design
• Timeline: 3 weeks
Background Context
In the competitive OTA (Online Travel Agency) market, flexibility in hotel booking policies is a key differentiator that directly influences both user trust and conversion.
• For travelers, the ability to modify or cancel reservations without heavy penalties increases booking confidence and overall satisfaction.
• For hotels, flexible policies enable smarter revenue management.
To facilitate this, Traveloka’s internal partner platform, TERA, allows hotels to configure their booking policies. However, the introduction of a new Rate Structure — including Rate Plans (pricing tiers) and Rate Channels (desktop, mobile app, etc.) — introduced new complexity.
The existing cancellation policy tool was limited in flexibility and integration, making it difficult for partners to manage multi-dimensional rate configurations or apply time-bound policies efficiently.
Problem Framing
Design Objectives
Increase Configuration Flexibility
• Allow hotel partners to define and manage cancellation policies by check-in date range and associate them with multiple rate plans and rate channels.
• Support granular policy CRUD operations (Create, Read, Update, Delete) across varying configurations.
Align with New Rate Structure
• Integrate with the Rate Structure system (Rate Plan & Rate Channel) to ensure consistent policy behavior across channels.
Drive Business Outcomes
• Increase competitive inventory advantage by enabling more flexible listings.
• Boost hotel booking conversions by 3.5% through enhanced customer confidence and policy transparency.
• Increase policy configuration adoption by 5.2%, leading to better data coverage and reduced dependency on manual ops intervention.
How might we enable hotel partners to configure flexible cancellation policies that adapt to various rate plans and channels — without compromising ease of use?
