Walkthrough Online Hotel Reservation

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  • Walkthrough Online Hotel Reservation

    1. 1. My name is Fei. I work as a junior manager in a factory in Suzhou. My husband and I want to take our 10-year-old son and my mother to Hong Kong in December. We want to do some shopping and visit some relatives. My friend recommends the to me. @2009 AddiThink | info@AddiThink.com 1
    2. 2. @2009 AddiThink | info@AddiThink.com 2
    3. 3. Let me go to Baidu to find the hotel’s website. @2009 AddiThink | info@AddiThink.com 2
    4. 4. Let me go to Baidu to find the hotel’s website. @2009 AddiThink | info@AddiThink.com 2
    5. 5. @2009 AddiThink | info@AddiThink.com 3
    6. 6. I have reached the website. Oh no! The website plays music automatically. Let me switch it off quickly. I don’t want to disturb my teammates in the office. @2009 AddiThink | info@AddiThink.com 3
    7. 7. I have reached the website. Oh no! The website plays music automatically. Let me switch it off quickly. I don’t want to disturb my teammates in the office. Music is played automatically on the website. Visitors may find the music annoying. For instance, visitors may be enjoying their own music or trying to use the hotel website in their offices.  @2009 AddiThink | info@AddiThink.com 3
    8. 8. Fei browses the hotel website for a short while, and decides to reserve two rooms for her family trip in December. @2009 AddiThink | info@AddiThink.com 4
    9. 9. @2009 AddiThink | info@AddiThink.com 5
    10. 10. We plan to stay for two nights. The 15%-discount package fits us. Let me book it now. @2009 AddiThink | info@AddiThink.com 5
    11. 11. We plan to stay for two nights. The 15%-discount package fits us. Let me book it now. @2009 AddiThink | info@AddiThink.com 5
    12. 12. We plan to stay for two nights. The 15%-discount package fits us. Let me book it now. To book the 15%-discount package, visitors click on the “85 ” link. @2009 AddiThink | info@AddiThink.com 5
    13. 13. @2009 AddiThink | info@AddiThink.com 6
    14. 14. Where is the 15%-discount package? It is not displayed here. Maybe the promotion is cancelled? Should I call the hotel to check? @2009 AddiThink | info@AddiThink.com 6
    15. 15. Where is the 15%-discount package? It is not displayed here. Maybe the promotion is cancelled? Should I call the hotel to check? @2009 AddiThink | info@AddiThink.com 6
    16. 16. Where is the 15%-discount package? It is not displayed here. Maybe the promotion is cancelled? Should I call the hotel to check? It is probably difficult for visitors to notice the discount information at the bottom of the reservation form. Instead of continuing to fill up the reservation form, they may email or call the hotel to make the reservations and increase the customer service workload.  @2009 AddiThink | info@AddiThink.com 6
    17. 17. Where is the 15%-discount package? It is not displayed here. Maybe the promotion is cancelled? Should I call the hotel to check? It is probably difficult for visitors to notice the discount information at the bottom of the reservation form. Instead of continuing to fill up the reservation form, they may email or call the hotel to make the reservations and increase the customer service workload.  @2009 AddiThink | info@AddiThink.com Assume that Fei is able to continue successfully. 6
    18. 18. @2009 AddiThink | info@AddiThink.com 7
    19. 19. @2009 AddiThink | info@AddiThink.com 7
    20. 20. The calendar displays two months, but it is not obvious that the top month is November and the lower month is December.  @2009 AddiThink | info@AddiThink.com 7
    21. 21. @2009 AddiThink | info@AddiThink.com 8
    22. 22. @2009 AddiThink | info@AddiThink.com 8
    23. 23. The calendar and its legend is not tied together visually.  @2009 AddiThink | info@AddiThink.com 8
    24. 24. @2009 AddiThink | info@AddiThink.com Assume that Fei is able to continue successfully. 9
    25. 25. I want to stay two nights: 18th and 19th, so I should mark the 18th and 19th slots. @2009 AddiThink | info@AddiThink.com Assume that Fei is able to continue successfully. 9
    26. 26. I want to stay two nights: 18th and 19th, so I should mark the 18th and 19th slots. @2009 AddiThink | info@AddiThink.com Assume that Fei is able to continue successfully. 9
    27. 27. I want to stay two nights: 18th and 19th, so I should mark the 18th and 19th slots. Visitors are not expected to read word-by-word online. It is not obvious that they should mark the check-in and the check-out dates (instead of the number of nights). The check-in and check-out date labels are not tied to the calendar visually.  @2009 AddiThink | info@AddiThink.com Assume that Fei is able to continue successfully. 9
    28. 28. @2009 AddiThink | info@AddiThink.com 10
    29. 29. Let me specify the occupant information. @2009 AddiThink | info@AddiThink.com 10
    30. 30. Let me specify the occupant information. @2009 AddiThink | info@AddiThink.com 10
    31. 31. @2009 AddiThink | info@AddiThink.com 11
    32. 32. @2009 AddiThink | info@AddiThink.com 11
    33. 33. As the visitors scan the reservation form downwards, the relatively big brown button in the center seems to indicate the next action. However, the button is for resetting the reservation form.  @2009 AddiThink | info@AddiThink.com 11
    34. 34. @2009 AddiThink | info@AddiThink.com 12
    35. 35. What should I do now? @2009 AddiThink | info@AddiThink.com 12
    36. 36. What should I do now? @2009 AddiThink | info@AddiThink.com 12
    37. 37. What should I do now? It is not obvious that visitors can select the room type. No common UI controls like radio buttons are provided.  It is also unclear why the room types have different background colors.  @2009 AddiThink | info@AddiThink.com 12
    38. 38. @2009 AddiThink | info@AddiThink.com 13
    39. 39. Let me try the “Help” link. @2009 AddiThink | info@AddiThink.com 13
    40. 40. Let me try the “Help” link. @2009 AddiThink | info@AddiThink.com 13
    41. 41. @2009 AddiThink | info@AddiThink.com 14
    42. 42. The text in the “Help” panel is too small and too cluttered to read. I don’t want to read it. @2009 AddiThink | info@AddiThink.com 14
    43. 43. The text in the “Help” panel is too small and too cluttered to read. I don’t want to read it. @2009 AddiThink | info@AddiThink.com 14
    44. 44. The text in the “Help” panel is too small and too cluttered to read. I don’t want to read it. @2009 AddiThink | info@AddiThink.com Assume that Fei is able to continue successfully. 14
    45. 45. @2009 AddiThink | info@AddiThink.com 15
    46. 46. seems to be the cheapest. Does it provide Internet access? I am willing to consider a slightly more expensive room like , but I want to know how it is better than the . @2009 AddiThink | info@AddiThink.com 15
    47. 47. seems to be the cheapest. Does it provide Internet access? I am willing to consider a slightly more expensive room like , but I want to know how it is better than the . @2009 AddiThink | info@AddiThink.com 15
    48. 48. seems to be the cheapest. Does it provide Internet access? I am willing to consider a slightly more expensive room like , but I want to know how it is better than the . It is not obvious that visitors can click on a room type to see the room description.  @2009 AddiThink | info@AddiThink.com 15
    49. 49. @2009 AddiThink | info@AddiThink.com 16
    50. 50. I don’t know why the markings of the slots change as I select different room types. @2009 AddiThink | info@AddiThink.com 16
    51. 51. I don’t know why the markings of the slots change as I select different room types. @2009 AddiThink | info@AddiThink.com 16
    52. 52. I don’t know why the markings of the slots change as I select different room types. It is not clear why the markings on the calendar change as visitors select different room types. Even if the visitors notice the legend, they may not understand what it means.  @2009 AddiThink | info@AddiThink.com 16
    53. 53. @2009 AddiThink | info@AddiThink.com 17
    54. 54. @2009 AddiThink | info@AddiThink.com 17
    55. 55. It is not obvious that the picture below the room type list represents the highlighted room type. The picture does not have a title.  Because visitors can see the information of one room type at one time, it can be difficult for visitors to compare different room types.  @2009 AddiThink | info@AddiThink.com 17
    56. 56. @2009 AddiThink | info@AddiThink.com 18
    57. 57. I want to see the prices in RMB. This form does not convert them for me. I need to do the conversion myself. @2009 AddiThink | info@AddiThink.com 18
    58. 58. I want to see the prices in RMB. This form does not convert them for me. I need to do the conversion myself. @2009 AddiThink | info@AddiThink.com 18
    59. 59. I want to see the prices in RMB. This form does not convert them for me. I need to do the conversion myself. Prices are in USD.Visitors, who use the Simplified Chinese version of the hotel website, probably prefer to see the prices in RMB.  @2009 AddiThink | info@AddiThink.com 18
    60. 60. @2009 AddiThink | info@AddiThink.com 19
    61. 61. @2009 AddiThink | info@AddiThink.com 19
    62. 62. The labels and the corresponding data are not put together. Visitors needs to pair the label and the data mentally.  @2009 AddiThink | info@AddiThink.com 19
    63. 63. @2009 AddiThink | info@AddiThink.com 20
    64. 64. I am a new user. I can skip the rest of the reservation form. @2009 AddiThink | info@AddiThink.com 20
    65. 65. I am a new user. I can skip the rest of the reservation form. @2009 AddiThink | info@AddiThink.com 20
    66. 66. @2009 AddiThink | info@AddiThink.com 21
    67. 67. What does “ ” mean? I want to “ ” or “ ”. @2009 AddiThink | info@AddiThink.com 21
    68. 68. What does “ ” mean? I want to “ ” or “ ”. @2009 AddiThink | info@AddiThink.com 21
    69. 69. What does “ ” mean? I want to “ ” or “ ”. The label of the Submit button is confusing. It does not seem to indicate the action of submission.Visitors may hesitate to click on the button.  @2009 AddiThink | info@AddiThink.com 21
    70. 70. What does “ ” mean? I want to “ ” or “ ”. The label of the Submit button is confusing. It does not seem to indicate the action of submission.Visitors may hesitate to click on the button.  @2009 AddiThink | info@AddiThink.com Assume that Fei clicks on the Submit button. 21
    71. 71. @2009 AddiThink | info@AddiThink.com 22
    72. 72. According to the error message, I need to fill in my name. @2009 AddiThink | info@AddiThink.com 22
    73. 73. According to the error message, I need to fill in my name. @2009 AddiThink | info@AddiThink.com 22
    74. 74. According to the error message, I need to fill in my name. The error messages and the error are not displayed side-by-side. Visitors need to memorize the error messages, return to the reservation form and try to solve the error. The message is not value-added, but it increases the volume of information that visitors need to process.  @2009 AddiThink | info@AddiThink.com 22
    75. 75. @2009 AddiThink | info@AddiThink.com 23
    76. 76. I cannot find a place which I can specify my name. I better reserve the rooms by other means. @2009 AddiThink | info@AddiThink.com 23
    77. 77. @2009 AddiThink | info@AddiThink.com 24
    78. 78. The hotel reservation form was too difficult to fill. I ended up reserving the rooms by emailing the hotel. The Hong Kong trip was great. Everyone at the hotel was friendly and helpful. @2009 AddiThink | info@AddiThink.com 24
    79. 79. Thank you. @2009 AddiThink | info@AddiThink.com 25

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