Discounting products

Team: Agoda
Platform: Web,Web responsive
Role: Senior Product Designer
Duration: 2024 - Ongoing
Stakeholders: Senior product owner, Multiple senior business owners

What are we trying to solve?

We had a few issues to tackle across the past quarters. Mainly, Surfacing partner pain points and negotiating tradeoffs. How to explain promotions discounts stacking and launching new discounting products.

What did we do?

Our process here includes

  • Competitive benchmarking

  • Prioritization and alignment

  • User testing

  • Experimentation

Solutioning

Success and outcome

  1. Promotions frustrations were no longer the top few partner complains

  2. We reduced agent handle time by almost 3% and ongoing improvements will further improve his number.

  3. Increase activation of estimated 10-12% over 1.5 years.

  4. Close a lot of critical gaps from legacy setups causing business loss.

  5. Mega Sale promotion launches had very good penetration and incremental booking numbers.

Reflections

In a high traffic page with potential implications on business, features launched have to be carefully thought of.

  1. Introducing new features is less taxing than optimizing or removing legacy features

  2. Partnerships and building trust with business owners is critical

  3. Different stakeholders have vastly different interests

  4. Persistance is a virtue