← Home

Case study template

Billing Redesign

Billing Redesign

Billing Redesign

Redesigned billing and cost communication in the post-booking experience across four brands, web and native app.

Redesigned billing and cost communication in the post-booking experience across four brands, web and native app.

SUITE 3F, MEsRUTİYET CAD. BEYOĞLU, ISTANBUL, TR 34430

Senior Product Designer, Awaze. Redesigned billing and cost communication in the post-booking experience across four brands, web and native app.

PROJECT

2025-26

COMPANY

AWAZE

ROLE

SR. PRODUCT DESIGN

Duration

14 MONTHS

PLATFORM

Web & native app, 4 brands

( RESEARCH AND SUPPORT DATA )

The Diagnostic

The Diagnostic

Our approach blends strategy, creativity, and precision.

30%

POSTBOOK

Of all CS contacts stem from post-book billing & extras issues

18%

BILLING

Targeted mobile usability improvement identified via audit

11%

EXTRAS

Elevated bounce on the post-book page, mobile vs. desktop

30%

POSTBOOK

Of all CS contacts stem from post-book billing & extras issues

18%

BILLING

Targeted mobile usability improvement identified via audit

11%

EXTRAS

Elevated bounce on the post-book page, mobile vs. desktop

( STRUCTURAL OVERVIEW )

Billing in Postbook

Billing in Postbook

The single handoff point between booking confirmation and arrival, responsible for 70% of all booking payments, failed to answer questions every guest needed answered: how much and what am I paying, when, and why.

01 / Optional Extras

01 / Optional Extras

02 / Mandatory Extras

02 / Mandatory Extras

03 / Instalments

03 / Instalments

04 / Additional Costs

04 / Additional Costs

-Orderable but not payable in-flow

-Pickup info missing or buried off-premise

-1000+ edge cases for items, pricing

-Different rule sets by brand (ex. pets)structures, payment methods and timeframes

01 / Optional Extras

01 / Optional Extras

02 / Mandatory Extras

02 / Mandatory Extras

03 / Instalments

03 / Instalments

04 / Additional Costs

04 / Additional Costs

-Orderable but not payable in-flow

-Pickup info missing or buried off-premise

-1000+ edge cases for items, pricing

-Different rule sets by brand (ex. pets)structures, payment methods and timeframes

Continue reading

Enter the password to unlock the in-depth examination of the problem, ideas, solutions, and challenges.

Product design case study title

A concise public preview of the product, role, and outcome before the deeper process sections are unlocked.

Public slide 01 — Replace this visual with the product surface or shipped experience you want recruiters to see first.

Public slide 01 — Replace this visual with the product surface or shipped experience you want recruiters to see first.

Trigger

What starts the user journey?

Friction

Where does progress break down?

Opportunity

What can the product clarify?

Public slide 02 — Use this as the first high-level journey, system map, or context diagram before the detailed process is locked.

Role — Product design, research synthesis, prototyping

Timeline — Replace with project dates

Status — First slides are public; detailed examination is protected