Booking.com
At Booking.com, we designed and delivered the 'join as partner' onboarding experience, knowledge base help articles, AI-powered chat assistance, regulation pages, and much more. We worked within the constraints of the BUI design system and Drupal, while collaborating closely with developers to ensure feasible solutions.
The Challenge
The core challenge was translating complex regulations, support content, and onboarding flows into clear, usable experiences, without breaking consistency in BUI or running into Drupal limitations. We needed to support both new partners entering the platform and existing partners looking for help, while keeping everything scalable and compliant.
Process
We worked in short, iterative cycles with design, content, and development closely aligned. Together with stakeholders (product, legal, support), we defined key user journeys across onboarding and support, and translated these into concrete UX flows and UI structures.
Designs were created using BUI components where possible, extending patterns only when needed to support specific use cases like onboarding or compliance clarity. We validated decisions through regular reviews and feedback loops, ensuring alignment with stakeholder requirements and technical feasibility.
By involving developers from the start, we designed with Drupal constraints in mind, avoiding rework and ensuring smooth handoff and implementation.
Solution
We delivered a consistent and scalable ecosystem across onboarding, support, and compliance. The experience improved clarity for complex topics, reduced friction in partner onboarding, and increased findability of help content, while remaining fully aligned with BUI and efficient to maintain within Drupal.
Key takeaways
By extending patterns only where truly needed, the system stayed manageable. Every exception has a reason, not a preference. Regulations and compliance sound dry, but for a partner trying to avoid fines and avoid being removed from the listing, they're critical. By enabling personalisation, partners were able to find relevant regulations easily.
