Role
Product designer
Tools
Figma, Miro, Pendo, Clarity
Platform
Desktop, mobile web
Turning complex product logic into a flexible customer-facing experience that helps operators increase booking value.
Overview
Team
Product Manager
Engineers
Business stakeholders
Solo Product designer
I designed the customer-facing upsell experience for a booking platform, introducing a new step that supports a wide range of operator selling scenarios and integrates with existing product logic from another system.
Scope
Discovery → research → concept → validation → delivery & QA
Impact
• Unified upsell capabilities across products
• Enabled more flexible upsell scenarios for operators
• Supported the transition to one global platform
• Created a scalable foundation for future upsell improvements
Context
🌍 A platform in transition
Rezdy was bringing together capabilities from two existing product experiences. Upsell functionality needed to work within the new booking platform as part of a broader migration.
🎯 Business goal
Help operators increase booking value by selling additional products and services.
⛳️ My challenge
Bring complex upsell logic into a simple, scalable customer-facing booking experience.
⚙️
Product A
Operator side Upsell creation & configuration
↔
Integration
challenge
🛒
Product B
Guest booking
experience
Discovery
I started by understanding how upsells worked across the existing products, from the underlying setup and technical dependencies to real customer needs. I explored the system, spoke with different teams, and mapped the complexity into flows and scenarios.
🧭 Explore the system
I tested the product myself to understand the current upsell setup, behaviours, and edge cases.
⚙️ Understand the logic
Working sessions with Product and Engineering helped me uncover technical dependencies and understand why existing flows worked the way they did.
🎧 Bring in customer needs
I gathered recurring use cases and pain points from Customer Success, Support, and customer conversations.
🗺️ Map the scenarios
I translated the complexity into flows and diagrams, connecting operator-side setup with the customer-facing scenarios we needed to support.
Examples from the mapping process
Types of upsell
Guest booking flow
Key insights
No single upsell scenario
Operators sell everything from simple extras to full activities, with very different pricing models, booking requirements, and use cases.
Configuration changes the experience
Optional or required states, quantities, guest types and date restrictions all affect how an upsell needs to behave for the guest.
Keep complexity behind the scenes
Guests shouldn’t have to understand the underlying product logic to add something to their booking.
Design principle
"Keep the complexity in the system, not in the booking experience."
One consistent experience for the guest, flexible enough to support many different operator needs.
Making the complexity manageable
One component, many behaviours
I worked closely with Product and Engineering to map the different scenarios and translate the underlying product logic into a consistent set of customer-facing patterns.
Optional ↔ Required
Single ↔ Quantity
Simple extra ↔ Full activity
Inherited guest types
Date & time restrictions
Solution
A new step in the booking journey
Choose experience → Select date & guests → ✨ Add extras (NEW) → Cart → Checkout
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✅ Simple extras
Add directly
e.g. audio guides, insurance or equipment)
🗓️ Complex products
Configure before adding
(such as date, time or participants)
🔓 Required extras
Included automatically
(clearly communicated and carried through the rest of the booking journey)
🛒 Cart & checkout
Selected extras, quantities and pricing are carried into the cart and checkout, keeping the experience consistent end-to-end.
Responsive design
Validation & delivery
I prototyped the end-to-end booking journey and validated key scenarios with the team and customers. Feedback helped refine the experience across several iterations before development.
🖱️ Prototype
Created an interactive prototype of the full booking journey.
🤝 Team review
Reviewed scenarios with Product, Engineering and Customer Support.
👥 User testing
Tested key flows with a small number of customers.
🔄 Iterate
Refined the design across several rounds of feedback.
🛠️ Build & QA
Worked closely with Engineering during implementation.
Outcome & next steps
Outcome
-
Supported a broad range of customer upsell scenarios
-
Introduced upsells into the end-to-end booking journey
-
Positive feedback from customers and customer-facing teams
-
Created a scalable foundation for future improvements
What's next 🔭
The shared experience created a foundation for upsells, cross-sells and bundles. A future opportunity is to evolve these into more specialised experiences as the platform grows.
Reflection
"The biggest challenge wasn’t designing the upsells; it was understanding the technical dependencies behind dozens of scenarios and ensuring they worked together end-to-end."