Hotel booking process design & usability


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


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

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


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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