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Understanding User Needs in Holiday Booking: Functional, Emotional, and Social Aspects

This module explores the multifaceted needs of users when booking family holidays. It identifies the various types of jobs users want done, including functional tasks like finding and booking accommodations, as well as emotional and social dimensions. The framework introduces five user profiles and emphasizes the importance of minimizing the time to access travel documents. It outlines a continuous process of planning travel, understanding core needs, and addressing underserved opportunities within the current solutions. User stories are utilized to highlight different perspectives in the booking experience.

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Understanding User Needs in Holiday Booking: Functional, Emotional, and Social Aspects

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Presentation Transcript

  1. Module 3: The user

  2. Users want jobs to be done Functional jobs Emotional jobs Personal Social

  3. Meet your users

  4. 5 user profiles

  5. Sequencing a job for value Job to be done: Book family holiday Discover holiday locations Pick holiday location Search free accommodation Book hotel Access booking documents Plan travel Continuous process, e.g. insure against illness Booking process

  6. Asking for outcomes / core needs Job to be done: Book family holiday Discover holiday locations Pick holiday location Search free accommodation Direction Minimize the time it takes to access travel documents on the go Outcome desired/ core need Book hotel Unit of measure Access booking documents Plan travel

  7. Importance and dissatisfaction 1 Importance 5 Underserved opportunity Good existing solutions 1 Dissatisfaction 5 Irrelevant Nice to have

  8. User stories

  9. Beware dual/ triple user groups

  10. appsforgood.org @appsforgoodcdi

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