Homes Quality Rating
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In early 2023, tiket.com, one of the leading OTA companies in Indonesia, identified an issue where the homes' quality rating did not accurately represent their actual quality. Collaborating closely with design team members and product manager, I spearheaded efforts to address this challenge. The project successfully led to an enhanced homes quality assessment system, accompanied by a new and improved rating user interface.
OUTPUT
- Improved Homes Quality Assemenment Logic - New Rating UI
COLLABORATOR
Alvin Niza [Designer] Samad [Designer] Raesita Zahra [Researcher] Senny Ferdian [Writer] Rahmat Akbar Wali [Writer] Aldi Solihin [Illustrator] Mario Gosal [PM]
In early 2023, tiket.com, one of the leading OTA companies in Indonesia, identified an issue where the homes' quality rating did not accurately represent their actual quality. Collaborating closely with design team members and product manager, I spearheaded efforts to address this challenge. The project successfully led to an enhanced homes quality assessment system, accompanied by a new and improved rating user interface.
OUTPUT
- Improved Homes Quality Assemenment Logic - New Rating UI
COLLABORATOR
Alvin Niza [Designer] Samad [Designer] Raesita Zahra [Researcher] Senny Ferdian [Writer] Rahmat Akbar Wali [Writer] Aldi Solihin [Illustrator] Mario Gosal [PM]
INTRO
Quality ratings primarily indicate the quality of a product, providing users with insights into its overall excellence. While it may resemble review ratings found on platforms like Amazon or Letterboxd, the key difference lies in the assessment, which is conducted by institutions, authorities, or experts. Examples of quality ratings include Michelin stars and the Tomatometer.
Rotten Tomatoes utilizes two ratings: the Tomatometer, which reflects the quality rating from movie experts, and the Audience Score, which represents the rating given by the general audience.
Michelin employs rounded stars to signify the quality of a restaurant.
In tiket.com, according to prior research, we've learned that customers rely on hotel quality ratings as a key factor in assessing the quality of their stay. Although there isn't a significant problem with hotel quality ratings, we encounter a notable challenge with ratings for homes—properties self-managed by their owners. In essence, the quality rating for our homes inaccurately reflects their actual quality.
In tiket.com, according to prior research, we've learned that customers rely on hotel quality ratings as a key factor in assessing the quality of their stay.
Although there isn't a significant problem with hotel quality ratings, we encounter a notable challenge with ratings for homes—properties self-managed by their owners. In essence, the quality rating for our homes inaccurately reflects their actual quality.
While the star rating is reliable for hotels, the same cannot be said for homes. For instance, homes with unattractive photos and low reviews can still have a 5-star rating (image provided is for illustrative purposes only, not from an actual stay).
While the star rating is reliable for hotels, the same cannot be said for homes. For instance, homes with unattractive photos and low reviews can still have a 5-star rating (image provided is for illustrative purposes only, not from an actual stay).
This issue causes user dissatisfaction as the rating system is perceived as unreliable.It got worse when they booked a place with a high rating but were disappointed when they actually stayed there. That gave them a bad experience.
To tackle these challenges, we are examining how homes worldwide receive their ratings. Unlike hotels that are awarded stars based on regional standards (e.g., USA, EU, Indonesia), there is no global standard for rating homes or hotels.
The hotel star scoring method in Indonesia encompasses three scoring aspects: product, service, and management, with a total of 208 sub-items for assessment.
We also conducted research involving 12 user interviews and a comparative session, where we observed how both hotel and home users interact with our apps. We identified six attributes crucial for users to gauge property qualities. These findings will be taken into account as we enhance our new homes rating logic in the system.
This issue causes user dissatisfaction as the rating system is perceived as unreliable.It got worse when they booked a place with a high rating but were disappointed when they actually stayed there. That gave them a bad experience.
To tackle these challenges, we are examining how homes worldwide receive their ratings. Unlike hotels that are awarded stars based on regional standards (e.g., USA, EU, Indonesia), there is no global standard for rating homes or hotels.
The hotel star scoring method in Indonesia encompasses three scoring aspects: product, service, and management, with a total of 208 sub-items for assessment.
We also conducted research involving 12 user interviews and a comparative session, where we observed how both hotel and home users interact with our apps. We identified six attributes crucial for users to gauge property qualities.
These findings will be taken into account as we enhance our new homes rating logic in the system.
EXPLORING THE DESIGN
As we introduce the new homes rating system, it's also natural to update the appearance of the rating itself. This serves two key purposes: firstly, to make users aware of the new quality rating system, and secondly, to provide a visual cue to distinguish between hotel and home ratings.
The Accommodation Design Team conducted a workgroup to determine the design pattern that effectively communicates the quality of homes.
EXPLORING THE DESIGN
As we introduce the new homes rating system, it's also natural to update the appearance of the rating itself.
This serves two key purposes: firstly, to make users aware of the new quality rating system, and secondly, to provide a visual cue to distinguish between hotel and home ratings.
The Accommodation Design Team conducted a workgroup to determine the design pattern that effectively communicates the quality of homes.
One suggestion was using a tree icon, but there was concern that it might be perceived as indicating a "green stay" level rather than representing the overall quality of the property.
Another idea explored was using a house icon, but its complex shape could potentially overshadow other information on the card.
After weighing various options, the flower icon was chosen due to its intuitiveness and simplicity in design.
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The choice of a flower as the icon is suitable in representing holiday homes, aligning with the prevalent presence of flowers near such properties in Indonesia. Flowers evoke a fresh and rejuvenating ambiance, fitting the purpose of holiday homes for customers to re-fresh and escape their routines.
Intentionally designed with a more rounded shape, the flower icon creates a distinct contrast with our hotel star rating icon, which features sharper edges.
The quality rating varies based on the property type. A 3-star apartment is distinct from a 3-star bungalow. To convey this, the property type is included alongside the quality rating.
The choice of a flower as the icon is suitable in representing holiday homes, aligning with the prevalent presence of flowers near such properties in Indonesia. Flowers evoke a fresh and rejuvenating ambiance, fitting the purpose of holiday homes for customers to re-fresh and escape their routines.
Intentionally designed with a more rounded shape, the flower icon creates a distinct contrast with our hotel star rating icon, which features sharper edges.
The quality rating varies based on the property type. A 3-star apartment is distinct from a 3-star bungalow. To convey this, the property type is included alongside the quality rating.
TESTING WITH USER
Rae, our researcher, facilitated unmoderated testing with 500 respondents. Half were exposed to the old design, and the other half to the new design featuring a flower icon. The results indicated that the new homes quality rating significantly improved users' ability to assess property quality.
Based on these findings, the decision has been made to implement the new design and the updated logic.
TESTING WITH USER
Rae, our researcher, facilitated unmoderated testing with 500 respondents. Half were exposed to the old design, and the other half to the new design featuring a flower icon. The results indicated that the new homes quality rating significantly improved users' ability to assess property quality.
Based on these findings, the decision has been made to implement the new design and the updated logic.
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