Fullerton Hotel
Booking Experience
Design Rationale & UX Methodology
End to End User Journey
High-fidelity journey map showing screens, system interactions, and an emotional arc from frustration to delight across the full booking flow.
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Full Arc Visibility
Maps the complete experience from first consideration to post-confirmation — making friction points visible before they become problems.
Three-Layer Structure
Screen flow, system activity, and emotional arc run in parallel — showing how backend latency and form errors translate directly into user sentiment drops.
Payment Is the Friction Peak
The emotional arc dips sharpest at payment entry. Trust signals and progressive form disclosure were identified as the highest-priority fixes.
7-Step Booking Flow
Lo-Fi Wireframes
Structure-first wireframe set mapping every screen from Home Hub to Booking Confirmed — layout and hierarchy locked before any visual design began.
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Structure Before Style
Lo-fi was built to resolve layout and flow decisions independently of visual design — keeping stakeholder feedback focused on what matters at this stage.
Progressive Disclosure
Each screen surfaces only what the user needs at that step. Room pricing is withheld until selection. Payment breakdown only appears at checkout.
One CTA Per Screen
Every screen has a single primary forward action. No screen competes with itself — reducing decision fatigue across all 7 steps of the flow.
Fullerton Booking App
Interactive Prototype
Live prototype of the full booking flow. Navigate the experience directly in the device frame below.
Flow Continuity
Each screen transitions into the next without dead ends. The prototype validates that the 7-step journey map translates cleanly into a working interface.
Interaction Patterns
Note the progressive disclosure at each step — filters, room details, and payment fields appear only when the user is ready for them.
Confirmation Moment
The final screen is designed to close on a high — reflecting the delight peak identified in the journey map at the booking confirmed stage.