Bedexhange / Bettenbörse
for Bonn Climate Change Conference (SB60)
Bedexchange was an idea developed by two associations of young climate activists in Bonn as a solution to the challenge faced by many young activists from regions worldwide impacted by climate change, who struggle to attend the Global Climate Change Conference in Bonn.
The concept centers on creating a pool of accommodations generously offered, free of charge, by hosts residing in Bonn. These hosts are then matched with young activists from less affluent regions worldwide, helping them attend the world's largest Climate Change Conference. This initiative aims to alleviate at least one financial burden for attendees, who only need to cover their visa and travel expenses.
Project Summary
Role - UX / UI Design
Location - Remote
Team - 3 People
Design Tools - Figma, Google Forms, Visual Studio Code, GitLab
Timeline - 15 Months (Aug 2023 - Oct 2024)
Stakeholders - Fridays For Future Bonn, Klimadelegation e.V.
Understanding the Problem: Why are we doing this?
#1 Reorganise of the Information Architecture
Users struggle to navigate the current platform, often spending excessive time searching for basic information, 80% of users find the FAQ section too extensive and the matching criteria explanatory chart unclear.
#2 Improve the booking/registration process
• Hosts
Hosts want to have the possibility to host multiple guests, include additional sleeping arrangements or rooms, specify bed types, and edit the information. These limitations have caused frustration and misunderstandings during the accommodation process.
• Guests
Guests want to have the possibility to apply as a group, to modify the length of staying and edit the information. They need more flexibility due to the accreditation and visa deadlines.
#3 Build trust through information
Users are missing essential information that is crucial to set expectations, understand program rules, grasp the conference details, and engage in intercultural exchange.
Data & Metrics: Understanding the current experience
Opening the doors of their houses is a big solidarity step for hosts that want to have all securities in case some problems occur. This is the moment of trust when they are taking the decision to host climate activists.
78 % of the users said was not easy to find information about the conference details and how bed exchange works.
91 % of the hosts said was not clear how the process work from registration until once the guest arrives.
85 % of the host complained about missing the option to choose multiple sleeping options on the application form.
82 % of the users felt frustrated because they couldn't edit their personal information.
Key Opportunities: Overview of the previous experience
Based on our data, these are the key areas of concern based off our assumptions.
#1 How does Bedexchange work?
Essential information about program rules is currently missing from the home page, causing users to spend excessive time searching on the FAQ section to understand how the whole process works.
#2 Need for a user profile
Users currently cannot edit their profiles after the initial registration, which can lead to outdated or incorrect information being displayed.
Previous design of the platform's home page.
#3 Room / Bed / Guest Options
The current website allows hosts to provide information for only one room, bed, or guest option. This limitation can lead to frustration for both hosts and guests, as hosts may have multiple options available, such as two beds in the same room, that they cannot select during the registration process.
#4 Safety first
The website lacks details about the host’s living situation, which is important for safety and comfort, particularly for single women/ female who may feel uncomfortable staying alone with a male host.
#5 Where exactly do the host live?
The current website provides distance options in terms of minutes, which can be confusing as hosts may not know the exact location of the event.
#6 Which language do they speak?
The website currently does not provide information about the languages spoken by the users. This information is crucial for ensuring effective communication between guests and hosts, especially in a multicultural and international context.
Previous host registration process.
#7 Guest matching criteria unclear
The current chart of matching priorities for guests in the FAQ section is unclear, leading to confusion.
#8 Information overload
The information in the FAQ section is crowded and can be overwhelming.
Previous FAQ section.
Comparative Analysis: Other websites with similar concepts in the field
Researching on competitor websites highlighted key features like intuitive navigation, clearer visual presentation of crucial information, and streamlined registration.
Workway simplifies access to essential information, guiding our design decisions to improve platform usability.
Workaway website.
Evaluating competitors reveals strengths and areas for improvement, such as clarifying the FAQ section and developing detailed user profiles.
Incorporating best practices observed, like Couchsurfing’s detailed profiles help users build trust and help users make
well-considered choices about hosts and guests.
Couchsurfing website.
Bettenbörse Letzte Generation struggles with a basic design and poor mobile optimization, resulting in cluttered interfaces and a subpar user experience.
n contrast, our design provides mobile users with a cleaner, streamlined interface that enhances usability and increases engagement.rface, enhancing usability and increasing engagement.
Bettenbörse Letzte Generation's mobile version of the registration process.
Interviews: Validating with our users
Now it was time to speak to our users.
We narrowed it down to several key topics of discussion to get a better understanding of our current challenges and improve our processes:
#1 What information do users need on the website to improve the bed exchange experience?
When asked hosts answered that it would have been nice to know that the length of a guest's stay may change at short notice, such as activists staying longer than planned, and that they may have several guests if the first person does not stay for the entire period.
Our users answered that it would have been useful an intercultural FAQ where they can find more information regarding the expectations, rules and the climate conference.
#2 How is the registration process on the Bedexchange website?
The hosts would appreciated if the registration process made it easier to specify the number of people they can accommodate, including options for both single and double rooms.
Additionally, it would be beneficial to have the ability to specify multiple beds or sleeping arrangements within one or several rooms and to be able to edit these details later.
Iteration 1: Homepage
The new homepage features a header divided into separate sections:
• First level
This includes the platform's logo, buttons for direct access to the registration process, a language selection button, and a profile button (visible after registration).
• Second level
A navigation bar with links to About Us, How It Works, FAQ, Contact Us, and Resources (for potential future content like Bonn city transport maps and ticket details).
Additionally, explanatory content about the SB60 Climate Conference, Bedexchange, and its processes has been added, along with the opportunity to join the newsletter to become a host next year, and testimonials from hosts from last year.
New design of the platform's home page.
Iteration 2: New 'How it works' section
A new 'How it works' section, is organized in different subsections.
Process for hosts' explains all the steps hosts need to follow in their Bedexchange experience.
Process for guests' explains all the steps guests need to follow in their Bedexchange experience.
Explanation of the matching process outlines the priority criteria considered when selecting guests to match with hosts.th hosts.
A new dashboard design was created to enhance clarity.
New design of the platform's how it works screen.
New design of the platform's how it works screen fully expanded.
Iteration 3: New 'FAQ' section
The FAQ section has been reorganized into different subsections to make it easier to navigate and less overwhelming.
Additionally, intercultural guides for hosts and guests have been added to clarify expectations from both sides.
New design of the platform's FAQ screen.
New design of the platform's FAQ screen partially expanded.
Iteration 4: New registration process
A more comprehensive registration process was developed based on user feedback.
The host registration now captures details such as whether the host shares their living space and their spoken languages, enhancing compatibility matching with guests. Hosts can also specify the number of guests they can accommodate.
Accommodations are organized by rooms, allowing hosts to offer different rooms for varying periods and host multiple guests simultaneously. Information on single or shared occupancy is collected, and multiple sleeping arrangements per room are available to support shared accommodations.
Additionally, a map feature has been integrated into the registration process to capture more precise addresses and assess the distance to the conference center, helping to prioritize accommodations closest to the event.
New registration form divided into three sections.
Information gathered after the Tell us about you section.
Question about host's living situation to ensure safe spaces for women.
Overview of the new map feature screen.
Option to choose the number of guests and rooms.
New option to select single or shared occupancy for each room.
Multiple sleeping arrangements are available per room.
Information gathered after the Tell us about the accommodation section.
Iteration 5: New user profiles
A user profile is created, allowing users to update their information as needed. For instance, if a guest faces visa issues or changes their arrival dates, they can adjust their profile accordingly. This helps prevent misunderstandings between hosts and guests and improves the matching process.
Additionally, guests now have the option to apply as a group, with the option to send a link to a friend they are coming with.
Guest profile screen.
Host profile screen
Impact: Evaluating our results
To gauge the impact of design decisions, user feedback was collected through surveys and interviews.
This insights led to improved user satisfaction, enhanced interactions, and a better overall experience for both hosts and guests.
Additionally, Umami Analytics was used to monitor user behavior on the platform.
#1 High Clarity and Ease of Use
Both hosts and guests found our explanations clear (86%-100%) and the registration process easy (95%-99%).
#2 Positive Experiences
Users valued the ease of use, cultural exchange, and improved support. Guests especially appreciated the logistical and financial benefits.
#3 Improvement Areas
Enhance the clarity of the matching process for hosts, who rated it lower (68%) compared to guests (91%).
User behavior analytics
Umami Analytics provided insights into user behavior during the first five days after the platform's launch.
1min 27sec average visit time.
60 % of users accessed the platform via mobile devices.
28 % of users accessed the platform via mobile laptops.
9 % of users accessed the platform via desktop computers.
410 active visitors within the first five days of launch.
Hosts' qualitative feedback
#1 Ease of use and convenience
“Bettenbörse is an uncomplicated way for me to meet new people...”
“Very easy registration, unbureaucratic, a possibility get to know a great person.”
#2 Cultural exchange and personal growth
“To get to know people from other countries and 'do something good'.”
#3 Improved support and organization
“Thank you for the good organisation! I was also a host last year and had the feeling that the support had improved a lot compared to last year...”
Guests' qualitative feedback
#1 Appreciation and opportunity
“I would like to extend my appreciation to the entire team...”
#2 Positive experience and friendships
“Thank you so much, this was incredible. It enabled my participation and gave me a wonderful new friend!”
#3 Convenience and cost savings
“Thank you so much for this service, you helped me save so much hassle and money.”
Next Steps: What comes next?
To improve our platform, the guidebook will be redesigned for greater accessibility and interactivity, addressing user difficulties in locating it. The age approval criteria will be adjusted to include guests over 30 in response to numerous requests from this demographic (the previous age limit was 30 years).
Enhancing the mobile version is essential, as 60% of users access the platform via mobile devices. The focus will be on improving adaptiveness, icons, and buttons.
The MVP will be refined to offer essential and valuable information, surpassing the current bare minimum. Additional user testing and interactive features will be introduced to gather feedback and boost user engagement.
These steps aim to enhance user experience, ensure inclusivity, and continuously refine the platform.
Retrospective and takeaways: Final thoughts
An assumption was made that the average host age would lead to the use of laptops or desktops rather than mobile devices, resulting in a design focus on the desktop version. However, the analytics highlight the need to better address mobile users in future design efforts.