Hotel booking process design & usability
Travel UCD – February 2003
9.1.2.4 Other
observations
Table 24 lists other observations that we noted during the usability testing, although none of
these directly led to task failure.
TABLE 24: Other observations
Site name
Observations
Expedia
Multi-room reservations
On Expedia, you are not able to select a mixture of different room types.
On the three occasions
that the task combination was for a reservation with multi-room types, one user said it was not
possible (which is correct, but not counted as a task failure). The other two users
located a rare
rate description that is similar to the rate below:
Later in the reservation process the user is able to give an option on whether the room is twin or
double:
So although the fundamental booking process does not enable the reservation
of multiple room
types in one reservation, two users successfully completed what
had been assumed to be an
impossible task
Accor
Locate search box
Four of the 12 users failed to find the hotel search box on the home page, probably due to the
quantity of design elements present.
(They had to be shown the correct search box in order to progress with the task)
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