BOOK SERVICE
MAR
2026
Feature Improvement - Meet & Greet
Meet & Greet service is a premium airport assistance service offered by Hoi app, designed to make the airport journey faster, smoother, and stress-free. In other words Meet & Greet is a concierge service where an airport executive assists passengers through airport procedures from entry to boarding or arrival to exit.
Outcome
Boosted Adoption Rate to 18%
Skills
Product Thinking
UX Research
Design System
B2C
MAR
2026
How we Approached the Problem?
The current Meet & Greet Hoi flow forces users to make multiple manual selections, including terminal, flight, and date, which adds unnecessary steps, increases effort, and raises drop-off rates. It also creates friction when users try to edit the number of passengers from the cart, making the booking experience less seamless and efficient.
What’s wrong with the current flow
Users are required to select the airport terminal and location before entering their flight number. This manual process increases the likelihood of errors, as the selected terminal may not match the entered flight, resulting in booking friction and validation failures.
Entering Flight No. & Date
At first we took his City & Airport Terminal then then he user entered his flight no. and date in this page and clicked on continue
The Error Page
This Page appeared if the flight no. didn’t match with the entered terminal. In this case there were drop offs as this involved multiple clicks on going back and entering the correct terminal
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Digging Deeper: Problem Identification Methods
Studying the GA Events
Our GA Events were showing user drop offs after user entered his flight no. This was a major pain point we needed to solve.
Analysing user behaviour on Microsoft Clarity
We analyzed user behavior using Microsoft Clarity session recordings and heatmaps to understand how users interacted with the page, enabling data-driven design decisions instead of relying on assumptions.
MAR
2026
Who is this Feature Really built for?
BOOK SERVICE
Information Architecture
We showed all the navigations here to illustrate each step a user takes within the app from initial setup to finalising their booking process. This helps visualise the user journey and ensures the process is seamless and user friendly.
Key outcomes & solutions after Research
Most users first tries to compare the plans before opting for any specific one.
B. The current flow creates a dead end after plan comparison. Users cannot select a plan directly from the comparison page and proceed with the booking, forcing them to navigate back and re-enter their details. This introduces unnecessary friction and interrupts the booking journey.
C. Instead of asking users the terminal first, we introduced the solution to ask the terminal later in the followed by 3 use cases which will be shown below.
D. Users initially click on cards mostly and not on the Book Now CTA, hence we decided to keep the section above CTA clickable.
MAR
2026
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The Solution
Increase Purchase Confidence
Insight 1
Google Analytics showed high drop-off after users searched by flight number + date, especially when terminal mismatches dumped them into error states.
Solution:
Removed flight number from the booking journey entirely and moved flight details to post-booking confirmation.
• Applied error prevention by cutting the dependency on flight search, so terminal mismatch failures can't happen in the booking path
• Applied progressive disclosure by collecting operational details only after booking intent is set, not before
Old Flow
New Flow
MAR
2026
Old Flow
New Flow
Insight 2
Both flight-first and package-first journeys showed high abandonment, pointing to the flight lookup itself as the friction.
Solution:
Let users commit to the service before entering operational details, removing the lookup as an upfront gate.
• Applied Hick's Law by cutting early decisions, so users reach commitment faster
• Reduced friction at the top of the funnel by not asking for operational input before the user has chosen to book
MAR
2026
Insight 3
Users consistently explored "Compare All Plans" before deciding, but the comparison page dead-ended with no way to continue booking.
Solution:
Added a "Book Now" CTA inside the Compare All Plans experience, turning the comparison page into a conversion point.
• Applied recognition over recall by letting users compare plans and continue without losing their place
• Converted an information-only page into a booking surface, meeting users where the decision is actually made
Old Flow
New Flow
Heatmaps Data
Heatmaps
MAR
2026
Old Flow
New Flow
Insight 4
Users frequently returned from the cart to change guest count, causing backtracking and drop-off.
Solution:
Removed guest selection from the flow and moved "Add Guest" into the cart, with pricing that recalculates from the passenger details entered.
• Applied journey continuity by placing edits where users naturally expect them, eliminating the round-trip
• Removed upfront complexity by calculating price dynamically from adult/child/infant details instead of asking for guest count early
MAR
2026
Cross Sell Focus
Clarity session recordings revealed that users were open to exploring other services within the app, especially after completing a booking, indicating these were high-intent moments for service discovery.
Solution:
Introduced contextual cross-selling across key touch points, in the Meet & Greet confirmation page, surfacing relevant services based on the user's
current journey.
• Applied contextual relevance by recommending services when they were most useful, making discovery feel timely rather than promotional.
• Increased service discoverability and cross-feature adoption by turning high-intent moments into natural entry points for related airport experiences
Cross Selling
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The Result
The proposed UX improvements simplified the booking journey, reduced friction, and made service selection faster and more intuitive for users.
Currently based in Delhi. Always happy to connect