Hotel booking process design & usability

Second room 
User unable to find the means to add the second room
1 Accor
Children 
The user put child in first room as a child (when, on Accor, children
over 12 should be classified as adults) – and also put an adult in the
same room. On the second room the user entered a further two adults.
The reservation therefore was for the incorrect number of people
1 Opodo
Children 
User entered child alone in room. Submitted. Read error message
(message does not say that the child may not be alone in a room).
Returned to previous page. Gave up as could not see how the child
could be entered.
1 Expedia
Second room 
Correctly adds one room but then unable to find out how to add second
room. (They missed the option for a multi-room reservation on the
homepage)
1 Accor
User oversight 
Incorrect entry of number of adults in the first room. Didn’t check their
entry prior to commencing checkout
1 Opodo
Misread occupancy column 
Puts three adults in one room (misreads the column title which is
number of adults per room, rather than total number of adults)
Source: Travel UCD Research, January 2003

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Hotel booking process design & usability 
Travel UCD – February 2003 
9.1.2.4 Other 
observations 

Table 24 lists other observations that we noted during the usability testing, although none of

these directly led to task failure.

TABLE 24: Other observations
Site name