Hotel booking process design & usability

Source: Travel UCD Research, January 2003
[END OF REPORT] 

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Document Outline

• 
  Copyright
  
• 
  About the author
  
• 
  Executive summary
  
• 
  Introduction
  
  • 
    Why is the user on your website?
    
  • 
    The three phases to an online hotel reservation
    
  • 
    Multi-room and occupancy combinations
    
  • 
    Children – handle with care!
    
  • 
    Rates display
    
  • 
    Number of screens
    
• 
  Standard booking processes
  
  • 
    Phase 1 - Search and evaluation
    
    • 
      [A] Date / city entry, select hotel and rate on consecutive screens
      
    • 
      [B] Date / city entry, select hotel and rate on same screen
      
    • 
      Analysis
      
      • 
        Using guidance rates with style A
        
      • 
        What does the rate include?
        
  • 
    Phase 2 – Selection
    
    • 
      Multi-room and uneven occupancy level reservations
      
      • 
        Summary of issues encountered in the usability test
        
      • 
        What design options are available to address these problems?
        
    • 
      Children
      
  • 
    Phase 3 – Check-out
    
• 
  Other booking processes
  
  • 
    Exotic styles
    
    • 
      [C] City entry, select hotel, select rate, then enter date
      
    • 
      [D] Single screen
      
  • 
    Directory styles
    
    • 
      [E] Directory of hotels (multiple destinations)
      
    • 
      [F] Direct entry of date and hotel at start of reservation process
      
  • 
    Analysis
    
• 
  Booking process design guidelines
  
  • 
    Overall structure of the booking process
    
  • 
    Displaying rate values
    
  • 
    Children
    
  • 
    Multi-room check-out
    
• 
  Conclusion
  
• 
  Appendix
  
  • 
    Usability testing
    
    • 
      Test #1 – Focus on Phase 1 – Search and evaluatio
      
      • 
        Tasks used
        
      • 
        Sites used in the usability test
        
      • 
        Task failures occurring in the usability test
        
      • 
        Other observations and notes
        
    • 
      Test #2 – Focus on Phase 2 - Selection
      
      • 
        Tasks used
        
      • 
        Overview of the sites evaluated in the usability test
        
      • 
        Task failures occurring in the usability test
        
      • 
        Other observations
        
  • 
    Sites used in the statistical analysis
    

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