IGMS • 2021
IGMS provides all-in-one vacation rental and Airbnb property management software tailored for busy hosts. Its award-winning platform and mobile app offer tools like a channel manager, team tracking, financial management, and market data to maximize revenue. Streamline operations with automation for guest communication, calendar syncing, cleaning, and task management, all while avoiding double-bookings. Manage reservations across multiple OTAs, track team performance, and gain financial insights effortlessly.
Payment Processing 2.0: Additional Fees
Streamlined Payment Management for Hosts
The iGMS payment processing feature streamlines financial management for vacation rental hosts through Stripe integration, enabling seamless online payments for direct bookings and platforms like Booking.com. The system automatically generates invoices for reservations, allowing hosts to manage, edit, and track payment statuses (Paid, Partially Paid, Unpaid, Overdue) directly in the dashboard. It supports various payment methods, including credit cards and cash, and enables manual adjustments for additional services, fees, and taxes. Hosts can share invoices via email or a link, simplifying guest communication and ensuring financial clarity.
The iGMS payment processing feature streamlines financial management for vacation rental hosts through Stripe integration, enabling seamless online payments for direct bookings and platforms like Booking.com. The system automatically generates invoices for reservations, allowing hosts to manage, edit, and track payment statuses (Paid, Partially Paid, Unpaid, Overdue) directly in the dashboard. It supports various payment methods, including credit cards and cash, and enables manual adjustments for additional services, fees, and taxes. Hosts can share invoices via email or a link, simplifying guest communication and ensuring financial clarity.
ROLE & TEAM
My role: Product designer
Team: PO, Design lead, Product designer, CX manager, devs.
Results: at the end of the case study ↓
My role: Product designer
Team: PO, Design lead, Product designer, CX manager, devs.
Results: at the end of the case study ↓
1. Select additional services at checkout
User role: Guest
Created a Selection of additional services at checkout. Designed an intuitive and visually clean interface for users to seamlessly choose extra services (e.g., breakfast, cleaning, or transportation) during checkout and easily contact the host with any questions. The system integrates pricing details clearly, ensuring transparency and encouraging users to enhance their booking experience with value-added options.
Created a Selection of additional services at checkout. Designed an intuitive and visually clean interface for users to seamlessly choose extra services (e.g., breakfast, cleaning, or transportation) during checkout and easily contact the host with any questions. The system integrates pricing details clearly, ensuring transparency and encouraging users to enhance their booking experience with value-added options.
2. Add and edit services in the general catalog of additional services
User role: Team Owner, Administrator
Developed a streamlined service management tool for property owners, enabling them to easily add, edit, or customize additional services (e.g., special occasion decor or laundry) for all their listings. This feature ensures consistency and flexibility in tailoring offerings to enhance guest satisfaction. Also, this functionality introduced personalized, one-time services (e.g., a surprise birthday setup) tailored to specific guest needs. This feature simplifies invoicing and ensures accurate billing, helping hosts provide exceptional, bespoke guest experiences.
Developed a streamlined service management tool for property owners, enabling them to easily add, edit, or customize additional services (e.g., special occasion decor or laundry) for all their listings. This feature ensures consistency and flexibility in tailoring offerings to enhance guest satisfaction. Also, this functionality introduced personalized, one-time services (e.g., a surprise birthday setup) tailored to specific guest needs. This feature simplifies invoicing and ensures accurate billing, helping hosts provide exceptional, bespoke guest experiences.
Payment Processing 2.0: Payments Improvements
Enhancing Payment Flexibility for Guests
This feature enables seamless management of multi-payment bookings through an intuitive interface. Hosts can set a second reservation payment date, while guests receive automatic debit notifications when the second payment is processed. For direct bookings, users can choose between paying the full amount upfront or paying only the prepayment, offering greater flexibility during the booking process. The design simplifies these options with clear, easy-to-understand choices, enhancing the user experience and ensuring smooth financial transactions.
This feature enables seamless management of multi-payment bookings through an intuitive interface. Hosts can set a second reservation payment date, while guests receive automatic debit notifications when the second payment is processed. For direct bookings, users can choose between paying the full amount upfront or paying only the prepayment, offering greater flexibility during the booking process. The design simplifies these options with clear, easy-to-understand choices, enhancing the user experience and ensuring smooth financial transactions.
Results
Acquisition of new users: 35%
Within three months of launching the new payment processing features, 75 new users joined and about 50 existing users started using it regularly. By the end of the year, the number of users utilizing the feature had grown to 39% of the current user base, with every second new registrant used the updated payment processing. The churn rate decreased by 0.5%, and the Net Promoter Score (NPS) increased by 0.78%.
Within three months of launching the new payment processing features, 75 new users joined and about 50 existing users started using it regularly. By the end of the year, the number of users utilizing the feature had grown to 39% of the current user base, with every second new registrant used the updated payment processing. The churn rate decreased by 0.5%, and the Net Promoter Score (NPS) increased by 0.78%.
Booking Website Builder: User testing, Improvements
The iGMS Vacation Rental Website Builder is an integrated tool that enables hosts to create a bookable website in just minutes. Due to high demand from customers, the team approached this task meticulously to ensure it perfectly meets users' needs.
RESEARCH
Objective
To test the website builder's UI design and flow before release, evaluating the non-customer conversion rate and customer feedback.
Objective
To test the website builder's UI design and flow before release, evaluating the non-customer conversion rate and customer feedback.
Contributions:
- Participated in a team brainstorming session to define the project scope, formulate hypotheses, and design tests for both Clients and Non-clients.
- Developed interactive prototypes in Figma for usability testing and assisted in selecting appropriate testing tools.
- Created and implemented tests in Useberry.
- Designed tailored email campaigns for Clients and Non-clients.
RESULTS
Usability testing revealed several usability issues and points of user frustration during usability testing, which were promptly addressed and resolved by the design team. Following the tool's launch, user satisfaction rates were high, and the tool quickly became one of the most appealing and well-received components of the company's software services.
Usability testing revealed several usability issues and points of user frustration during usability testing, which were promptly addressed and resolved by the design team. Following the tool's launch, user satisfaction rates were high, and the tool quickly became one of the most appealing and well-received components of the company's software services.
