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Booking.com’s Partner Hub provides commercial, editorial and support content, empowering accommodation partners to run and grow their business successfully. The platform plays an important role in two key areas: enabling seamless self-service so partners can quickly find answers and take action, and providing Booking.com tools and insights they need to achieve their goals.
Over the years, Booking.com has made continuous improvements to the Partner Hub experience. This has included tailoring content based on partner characteristics, creating video tutorials, and introducing an AI-powered chatbot.
The challenge: Search as a known area for improvement
Search plays a key role in user navigation, with the search results page consistently ranking as the 3rd most-visited page on the Partner Hub.
Because search is used so frequently, its performance has a direct impact on how quickly partners can find relevant information and resolve issues. Improving this experience means faster problem resolution and a better self-service experience for Booking.com’s partners.
An example of a survey created with Mouseflow
To better understand partner sentiment around the search experience, the Partner Hub team collected feedback using a Mouseflow survey placed directly on the search results page. The survey asked partners how satisfied they were with the search results, the reasons behind their ratings, and what they felt could improve the search function. The results showed that the experience was not meeting expectations. The most common request was for more accurate and clearer search result descriptions.
These findings showed that while partners frequently used search, the information presented in search results did not provide enough clarity to help them identify relevant content efficiently. Mouseflow helped quantify this feedback and highlighted where improvements were needed, supporting data-informed decisions about the search experience.
Beyond analysing survey data, the team reviewed session recordings from partners who submitted feedback. By connecting survey responses with real user behavior, the team could see exactly where partners struggled in the search experience and why the experience fell short. This combination of qualitative feedback and behavioral insight made it easier to move from what went wrong to why it went wrong and ultimately, to identifying more targeted improvements in search.
The solution: Launching the GenAI Search Summarizer
With clear, quantified feedback, Booking.com’s team launched the GenAI Search Summarizer project. The idea was simple yet powerful: use generative AI to automatically summarize Partner Hub articles so that search results displayed concise, accurate descriptions of each page.
Booking.com’s Search Results Before and After Gen-AI Launch
These summaries would help partners quickly decide whether a result matched their question before clicking through.
The project started as a pilot focused on the most frequent search queries. The goal was to test whether AI-generated summaries could improve satisfaction and efficiency for users navigating the Partner Hub.
Mouseflow had provided the foundation. Now it would provide the proof.
The result: Validating improvement with Mouseflow
After the pilot launched, the team needed to know if the new experience was actually making a difference. Instead of guessing, they ran the exact same Mouseflow survey again.
By comparing results before and after the rollout, they could measure real change in user satisfaction. The results were clear and encouraging. Search dissatisfaction dropped by 37%, with partners also reporting that results were more relevant to their needs.
The project didn’t just improve the search experience. It validated the power of data-informed design.
With measurable proof of impact, Booking.com expanded the GenAI Search Summarizer to all British-English language Partner Hub searches.
The success of the project showed how continuous feedback loops can drive lasting innovation. By combining Mouseflow’s survey insights with AI-powered improvements and ongoing validation, the team at Booking.com turned feedback into measurable progress – establishing a repeatable, data-driven approach to optimizing the Partner Hub experience.
Company: Booking.com
Tools used: Mouseflow, GenAI
Features used in Mouseflow: User Feedback/Surveys, Session Replay