Hotel booking process design & usability

5
STANDARD BOOKING PROCESSES ................................................................. 10
5.1
Phase 1 - Search and evaluation........................................................................................ 10
5.1.1
[A] Date / city entry, select hotel and rate on consecutive screens........................... 10
5.1.2
[B] Date / city entry, select hotel and rate on same screen ....................................... 11
5.1.3 Analysis..................................................................................................................... 12
5.2
Phase 2 – Selection ........................................................................................................... 17
5.2.1
Multi-room and uneven occupancy level reservations ............................................. 18
5.2.2 Children..................................................................................................................... 23
5.3
Phase 3 – Check-out.......................................................................................................... 26
6
OTHER BOOKING PROCESSES......................................................................... 27
6.1 Exotic
styles ...................................................................................................................... 27
6.1.1
[C] City entry, select hotel, select rate, then enter date ............................................ 27
6.1.2
[D] Single screen....................................................................................................... 28
6.2 Directory
styles ................................................................................................................. 29
6.2.1
[E] Directory of hotels (multiple destinations) ......................................................... 29
6.2.2
[F] Direct entry of date and hotel at start of reservation process.............................. 30
6.3 Analysis............................................................................................................................. 31