Los Lagos: Redesigning the Experience for Arenal’s Hot Springs Hotel
Timeline: November 2023 – November 2024
Client: Los Lagos, a renowned hot spring resort hotel established in 1984, situated in the stunning Arenal Volcano region of Costa Rica.
Challenge: Redesign the Los Lagos website to deliver a modern, engaging, and user-friendly experience. This included refreshing all content to better reflect the hotel’s unique offerings and appeal to both local and international guests.
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The problem:
The hotel’s website hadn’t been updated in over a decade, resulting in outdated content and a design that failed to meet modern user expectations or reflect the hotel’s unique appeal.
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Objective:
Redesign the website’s structure, refresh and create content, and deliver a fully responsive, user-friendly experience that aligns with current design standards and user needs.
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My role:
I led the project from start to finish, conducting user research, creating the site map, reviewing and updating content, designing wireframes and prototypes, developing the visual design, and collaborating with the developer to ensure quality control.
Who are we designing for
Personas.
Business Needs.
Site Map.
Personas
John: Busy American Seeking Family Adventure
John, an American 45-year-old dentist and father of two, loves taking adventure vacations with his wife and sons, aged 8 and 12. With a demanding job, he values stress-free trips where everything is taken care of. However, he often struggles to find destinations that keep his kids entertained while providing the relaxation he and his wife need.
😡 Main Frustration: John worries about his kids getting bored or stuck watching TV during vacations. He wants a trip that balances comfort, great service, and engaging activities for the whole family.
Kevin: Young Costa Rican Planning Special Getaways
Kevin, a 28-year-old accountant, loves to treat his wife to memorable experiences. For special occasions, he looks for beautiful hotels where they can enjoy hot springs, good food, and a relaxing day together. He wants to create meaningful moments without overpaying for short visits.
😡 Main Frustration: Kevin finds it frustrating to deal with high prices for hot springs, limited access to facilities or lack of services like good restaurants.
Business Needs
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Bilingual Website Requirement:
The website must cater to both local and international visitors by being bilingual. Since most foreign guests are from North America, English is essential alongside the locally spoken Spanish.
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WhatsApp as the Primary Communication Channel:
Both foreign and local visitors favor WhatsApp for requesting information, making reservations, and seeking assistance, making it a key communication tool for the business.
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Highlighting the Day Pass:
Although the day pass has been offered for years, it needs greater visibility on the website to stand out amidst the strong competition in the area.
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Showcasing Volcano Views:
Renowned for offering some of the best views of Arenal Volcano, this unique feature sets the hotel apart and needs to be prominently highlighted on the website.
Site Map
Let’s design
Low fidelity prototype.
Final Design.
Low fidelity prototype
Prominent Day Pass Feature
A dedicated banner for the Day Pass was designed and integrated across almost all sections of the website, ensuring maximum visibility and accessibility for users.
Weddings & Events Section
A new section was added to the website, catering to individuals and companies interested in renting the venue for various events. The hotel offers over four event spaces and conference rooms, making it a versatile choice for any occasion.
Final Design
Updated Photography
High-quality, updated pictures of the hotel, surrounding area, and activities were added to the website, giving clients a clear and enticing view of what they can expect during their stay.
Frequently Asked Questions
In addition to a section sharing the resort's story and essential details, a dedicated FAQ page was created to address common queries and enhance the user experience.
Impact & Insights
Impact.
Lessons & Improvements.
Impact
The project is still in the development phase due to delays in receiving texts, photographs, and videos from the client. As a result, it’s not yet possible to measure the website’s impact on visits, online reservations, or overall performance.
Lessons & Improvements
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Complete Design Before Development
Ensure that development begins only after the design is finalized and all necessary assets are prepared to avoid delays and misalignment, even if the client insists to start before.
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Use a Design System
Create a design system or sticker sheet to help the developer build reusable components and streamline future updates.
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Improve Accessibility Features
Explore ways to make the app more accessible, such as integrating voice search to help users find what they need without typing.