Hotel booking process design & usability

Hotel booking process design & usability 
Travel UCD – February 2003 
Figure 28: Loop through the process to add rooms (Accorhotels.com) 
9.1.2.3 Task failures occurring in the usability test 
Every task failure made by a user during a usability test is an opportunity to learn more about the 
design.
For this evaluation, we recorded task failures that fell into the following category: 
• Inability to reach check-out stage with the correct number of rooms, each room with the 
correct number of guests 
TABLE 21: Task failure, by task 
Site name 
Number of failures 
Reservation with child 
Different occupancy level 
Room A – Double room, two adults 
Room B – Any room, one child (15 years old)
5 
Different room / rate type 
Same occupancy level 
Room A – Double room, two adults 
Room B – Twin room, two adults
  
2 
Same room / rate type 
Different occupancy level 
Room A – Double room, one adult 
Room B – Double room, two adults
2 
Standard Requirement 
Room A - Double Room, two adults
1 
Source: Travel UCD Research, January 2003
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Hotel booking process design & usability 
Travel UCD – February 2003 
TABLE 22: Task failure, by site  
Site name 
Number of failures 
Expedia 4 
Accor 4 
Opodo 2 
Travel Select 
0 
Source: Travel UCD Research, January 2003
Each of the four sites was visited 12 times, and each task conducted 12 times – so the maximum 
score could be 12 errors (maximum one error per task)