Lakelovers are the largest holiday cottage provider in the Lake District. Established in 1977, they have a portfolio of nearly 500 properties, from character cottages to 5-star opulence. In today’s increasingly competitive holiday rental landscape, Lakelovers needed to extend its superlative guest experience to the digital space. Last year, Lakelover contacted Gendall to completely redesign the guest-facing digital experiences and simplify the customer experience, whilst hooking all of this in to their Property Management System, TABS.
Gendall have been so very accommodating and professional yet with the all-important ‘personal touch’, working with the team becomes part of your daily life and long may that continue.Paul Liddell - Managing Director
Lakelovers approached us to improve the overall customer experience, from an aesthetic point of view right through to the technology used behind the scenes. The user's needs come first, and the new site makes searching for, learning about, and booking a property a seamless and enjoyable experience.
By drawing up an customer experience action plan, we prioritised features according to how high they ranked in overall customer satisfaction. First on the list was an overhaul of the checkout.
We ran a series of user studies to find out where the pinch points were, what needed to be improved and what elements were just getting in the way.
The user-interface design for all aspects of the checkout process was also a major part of the redesign and rebuild. An iterative design-and-development workflow have created an efficient booking and checkout process.
The finished website. Responsive design with a mobile first approach.
A refined smaller checkout process.
Wireframing and clickthrough prototyping using Marvel
Monitoring analytics and other systems for constant improvement