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Online Hotel Reservation
Hotel booking process design & usability

Travel UCD – February 2003

HOTEL BOOKING PROCESS
DESIGN & USABILITY
REPORT

Alex Bainbridge
Travel UCD
FEBRUARY 2003

Travel UCD - consultants in travel and hospitality website design http://www.travelucd.com © Travel UCD Limited 2003. All Rights Reserved.

1

Hotel booking process design & usability

Travel UCD – February 2003

1

COPYRIGHT ........................................................................................................... 3

2

ABOUT THE AUTHOR............................................................................................ 3

3

EXECUTIVE SUMMARY ......................................................................................... 4

4 INTRODUCTION ..................................................................................................... 7
4.1
Why is the user on your website? ....................................................................................... 7
4.2
The three phases to an online hotel reservation .................................................................. 7
4.3
Multi-room and occupancy combinations .......................................................................... 8
4.4
Children – handle with care! ............................................................................................... 8
4.5
Rates display ....................................................................................................................... 9
4.6
Number of screens .............................................................................................................. 9
5 STANDARD BOOKING PROCESSES ................................................................. 10
5.1
Phase 1 - Search and evaluation........................................................................................ 10
5.1.1
[A] Date / city entry, select hotel and rate on consecutive screens........................... 10
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