Hotel booking process design & usability

Hotel booking process design & usability 
Travel UCD – February 2003 
Site name 
Observations 
Opodo 
 
Uneven occupancy 
On the Opodo site you cannot arrange uneven occupancy for the same rate. We were therefore 
expecting some interesting results for the task that used this combination. 
One of the three users with this combination failed the task for a reason specified in table 23, but 
we were surprised how the two other users succeeded with what we had assumed would be an 
impossible task. 
The two users succeeded by reserving different rate types – but still for double rooms (as above) 
Error message for children 
All three users who tried to reserve a room for a child alone in a room received the following error 
message after submitting the page: 
Two of the users guessed that this means the child should be entered as an adult and went on to 
successfully complete the reservation, although they still didn’t understand why there was a 
problem. The third user couldn’t work out what was wrong and never completed the task.
Travel 
Select 
Two users asked in the usability test whether this guest entry, from the hotel search page, was per 
room or refers to a total number of guests 
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. 
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Hotel booking process design & usability 
Travel UCD – February 2003 
Travel UCD - consultants in travel and hospitality website design 
http://www.travelucd.com 
 
© Travel UCD Limited 2003. All Rights Reserved. 
51