Terms and Conditions Implementation
Company:
HRS Group
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Team:
1 Product Designer (My role)
1 Product Owner
1 Lead Developer
Platform:
B2B SaaS
Website
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Project Background
About the platform
HRS NewWork is a B2B platform that enables employees to easily book hotels, meeting rooms, and desks through their company, while giving organizations full visibility and control over bookings. The platform has three interconnected applications, each for a specific user type: Customer (corporate clients), Supplier (hotels), and Agent (HRS internal users).
Terms & Conditions Use Case
Customer Platform (e.g., Siemens): Customers use Terms & Conditions for group bookings, specifying requirements like room features (e.g., sprinklers) and custom cancellation policies.
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Supplier Platform (e.g., Marriott): Suppliers define their own cancellation policies and terms that apply to their properties and services.
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Agent Platform: Agent is the admin platform at HRS, designed to support both customers and suppliers by managing their needs efficiently and resolving issues. HRS maintains a global cancellation policy that serves as the default when no custom terms are specified by other parties.
Project Goals
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Introduce the process of managing Terms & Conditions across all three applications.
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Create a clear, intuitive flow for uploading and selecting cancellation policies.
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Ensure all parties can easily understand which terms apply to their bookings.
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Reduce confusion and support requests related to terms and cancellation policies.
Validating the problem
ROADMAP
During product roadmap review, the need for a "Terms and Conditions" feature allowing suppliers to upload their own cancellation policies was identified. A user-centered validation process to assess the real need and value of this functionality was conducted due to the following:
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Lack of clarity on whether suppliers truly needed or valued the ability to upload their own terms.
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Ambiguity around how custom cancellation policies would impact system complexity.
USER RESEARCH & SOLUTION EXPLORATION
One-on-One User Interviews:
Conducted qualitative interviews with key supplier representatives to explore:
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How they currently manage cancellation policies.
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What operational inefficiencies exist in the current process.
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How important autonomy over terms is for their business.
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Findings revealed that suppliers, especially larger ones (e.g., Marriott), see this feature as essential for maintaining brand control and aligning with their internal legal policies.
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Smaller suppliers expressed a desire for flexibility and ease of managing their own rules without contacting support.
Competitive Benchmarking:
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Analyzed major industry competitors such as Cvent and Momentus, both of which already offer this functionality.
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Insights showed these platforms treat cancellation policies as a core supplier configuration feature, enhancing supplier autonomy and streamlining operations.
INITIAL VALIDATION
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User Interview Outcome: Strong supplier demand confirmed. The feature moves to "must-have."
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Benchmark Support: Competitive analysis reinforced the gap in our current offering.
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Design Direction: Supplies need a clear, user-friendly interface to upload, edit, and manage their cancellation policies.
Agent Application
AGENT APPLICATION
Upload the T&C of customer
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Agent Application is an internal tool by HRS designed to support and manage customer requirements.
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When companies require their own terms and conditions (T&C), the documents are uploaded by their designated support person.
Supplier Application
SUPPLIER APPLICATION
Review the T&C
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This is the first step the supplier sees when they receive a meeting room booking request from a customer.
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At this stage, we display the terms and conditions for HRS commission and HRS pay.
USER INTERVIEW RESULT
Review the T&C
Supplier Application
SUPPLIER APPLICATION
Verify the T&C-
Variant A
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This is the second step, and the supplier must verify the T&C before proceeding with the request.
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The 'Last accepted' and 'Not accepted previously' tags were provided to make it easier for the supplier, so they don’t have to read through the PDF file again.
USER INTERVIEW RESULT
Verify the T&C
SUPPLIER APPLICATION
Verify the T&C- ​
Variant B
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Most users didn't notice the 'Last accepted' and 'Not accepted previously' tags during user interviews. Hence, they will not be included in this iteration, and opted for a simpler layout.
​Developed 15+ use cases for the HRS dynamic cancellation policy
SUPPLIER APPLICATION
Summary of details
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After reviewing the details, selecting the terms and conditions, and accepting the customer’s request, the supplier completes the process.
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A summary is then shown with the customer’s request and the accepted terms and conditions as a reference.​
USER INTERVIEW RESULT
Summary of details
Customer Application
CUSTOMER APPLICATION
Booking confirmation
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On the customer’s interface, details are shown about what the supplier has accepted, including the selected terms and conditions and cancellation policy.
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The customer reviews the price and details, then makes the final decision to accept the booking.
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Once accepted, the booking is confirmed, and all details with the terms and conditions are displayed.
​Developed 40+ Other Use Cases
also Variants for Europe and US Markets
Validation
User Interviews
I conducted one-on-one, 1-hour-long user interviews with 10 suppliers (5 at the beginning of the design process and 5 at the end) to gain deep insights into their challenges and needs. The findings were documented and reviewed, with many of the insights already integrated into the design iterations. These interviews served as a foundation for validating the designs and ensuring that the solutions addressed real user pain points.
Click on the image to view the full report
SUCCESS METRICS DEFINED
This website has not been released yet. So, user experience metrics to be measured when the website is released were already planned, and they are: ​
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Completion rate of supplier profile/listing setup
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Number of support tickets related to cancellation policies
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Average time to onboard a new supplier
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Supplier satisfaction and customer satisfaction (via surveys or NPS)
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Customer and supplier conversion rate
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Churn rate of suppliers/customers
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Adoption rate among enterprise vs. small suppliers
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Time saved by internal teams due to reduced manual handling
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Other common metrics, such as error rate and drop-off rate, are standard and will be measured for all features.
