Driving conversions with a rewards-based payment method

As traffic into the Booking.com Wallet increased exponentially, it became essential that we fix the confusing information design to minimise missed conversions.

Booking.com Wallet is a unique payment method that lets travellers earn rewards from various marketing programs and then spend these rewards like real money on Booking.com. Due to an implementation-first launch, its design strategy wasn’t well-considered during incepeiton, causing the team to accumulate UX debt over time. Travellers were frequently left confused about how they could unlock the best value out of their rewards, with many contacting customer service for the simplest queries that should already be addressed by the product itself.

Meanwhile, Booking.com’s recent focus on the Connected Trip demands that the Wallet is well-equipped to support conversions beyond hotel bookings, creating a business opportunity for the team to invest in improving its clarity and intuitiveness through Wallet unification—a full redesign of the Wallet experience.