Building trust through restricted information: A case study of the Hotwire.com air redesign

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Building trust through restricted information: A case study of the Hotwire.com air redesign IA Summit 2008 Melissa Matross Senior Manager, User Experience mmatross@hotwire.com
Trust
brands I trust
Excellent service Stands behind products with a “no questions asked” return policy brands I trust
Excellent service Stands behind products with a “no questions asked” return policy Quality for good price Focus on trend & design brands I trust
Excellent service Stands behind products with a “no questions asked” return policy Quality for good price Focus on trend & design Excellent service Makes life easier when bad things happen brands I trust