Overview
Aethelgard’s houses photograph dreamily — its booking path did not. Visitors slipped away between browsing rooms and paying, while the team answered identical questions by phone daily.
I rebuilt the site around the spaces themselves, compressed booking into three short steps, and drew a guest app covering arrival, concierge, and departure.
Challenge & approach
Lodging sites too often smother mood beneath widgets. I flipped it: full-bleed room photography first, with dates and rates unfolding gradually as visitors settle on a stay.
Mapping sessions with reception staff surfaced the twenty queries guests truly raise — each now settled in place, in context, ahead of payment.
Deliverables & outcome
A gentler road to reserving — fewer taps, fewer phone calls, more direct bookings in the first season live.
Journey & audit
Team interviews, data review, and a complete funnel teardown with ranked remedies.
Site & booking flow
A gallery-first site with a three-step reservation flow and in-context answers throughout.
Guest app
Arrival, concierge messaging, and swift departure inside a serene companion app for residents.
