Hotel booking process design & usability


Travel UCD - consultants in travel and hospitality website design


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Hotel booking process design & usability-fayllar.org (1)

Travel UCD - consultants in travel and hospitality website design 
http://www.travelucd.com 

© Travel UCD Limited 2003. All Rights Reserved.


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Hotel booking process design & usability 
Travel UCD – February 2003 
Site name 
Explanation
Downtown
Disney

Incorrect adult entry 
Two users did not add the second adult to the reservation, in order to achieve a correct double-
occupancy level rate. One of these users was trying to click on the reservation summary on the
right in order to add further adults, rather than the icon on the left. (Both shown below)
Date selection 
Two users couldn’t work out how to select a date.
On the calendar, you have to select both a start and an end date. The users assumed that if one
block was showing, then a date had been entered.
Per night and total cost 
One user confused the total price (displayed in the middle, in the rate box), with the per night
price. Because they had selected three days, they assumed there were no hotels within their
budget, which was a per night budget.
Rate selection 
One user never selected a rate, so a price was never displayed. This caused sufficient confusion
to prevent the user from completing the task.
Couldn’t work it out 
One user couldn’t work out the booking process at all.
Expedia

No task failures 
All users successfully completed all tasks on Expedia, in this usability test
Source: Travel UCD Research, January 2003
Travel UCD - consultants in travel and hospitality website design 
http://www.travelucd.com 

© Travel UCD Limited 2003. All Rights Reserved.


42






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