Hotel booking process design & usability
Travel UCD – February 2003
TABLE 17: Breakdown of task failures
Site name
Explanation
Wotif
Date entry
Five users failed to get started using the website, as they were concentrating on inputting dates
of stay. There is no ‘date entry box’ on this website as the dates
are selected after the hotel, as
part of the checkout screen. Only dates in the next 13 days can be reserved. This is not stated on
the website.
These users could see how the table was laid out – but were not able to see how to move the
date forwards. Two users tried highlighting the orange dates,
shown above, hoping to find some
functionality there. (There isn’t any)
Rates table layout
Two users failed to understand how to read the rates table so could not complete the
tasks
Opodo
Problems with ‘Book it!’
Two users did not want to select ‘Book it!’ as they were not looking to make a reservation, only
to find the rates. They were unsure how to progress, so remained on the
multi-hotel display
page.
Selected ‘See rate details’ and ‘See other rates’ to go to rates page
The user, with some justification, assumed that the hyperlinks for ‘See rate details’ and ‘See
other rates’ would take them to a page where all rates would be displayed. They were
confused
when, for that hotel, there was minimal information that assisted the user about rates.
False positive on the ‘guestroom’ information
The user, when on the hotel details page, selected ‘Guestrooms’.
The user assumed they had
found the information they required, but this page offers only slight assistance towards
completing the task, hence a ‘false positive’.
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