Our fourth and fifth users did not see the area saying what the total price would be for their stay on the confirmation page. User 4 added up the total because it was not clearly visible. Our fifth user felt misinformed when viewing one of the hotel choices displayed from her search results. The hotel initially said that rooms were available that met her criteria, but after continuing to the booking process it said that no rooms were available. How easy/difficult was cancelling After users went through our scenario to try cancelling their hotel reservation, we asked them how easy or difficult the process was for them. Very Easy Somewhat Not Easy or Somewhat Very Easy Difficult Difficult Difficult #3, #5 #2 #4 Level of confidence in being able to cancel After asking the users about how easy or difficult they found cancelling a reservation, we continued with a follow-up question to rate their confidence level of being able to cancel a reservation on their own without assistance. The rating was based on a scale of 1 to 10, 10 being the most confident. The top row in the table found below is the numerical “confidence” value. The row underneath is how many users identified with number choice shown above. 1 2 3 4 5 6 7 8 9 10 #5 #4 #3 #2 Explain confidence rating
Our fourth and fifth users did not see the area saying what the total price would be for their stay on the confirmation page. User 4 added up the total because it was not clearly visible. Our fifth user felt misinformed when viewing one of the hotel choices displayed from her search results. The hotel initially said that rooms were available that met her criteria, but after continuing to the booking process it said that no rooms were available. How easy/difficult was cancelling After users went through our scenario to try cancelling their hotel reservation, we asked them how easy or difficult the process was for them. Very Easy Somewhat Easy Not Easy or Difficult Somewhat Difficult Very Difficult #3, #5 #2 #4 Level of confidence in being able to cancel After asking the users about how easy or difficult they found cancelling a reservation, we continued with a follow-up question to rate their confidence level of being able to cancel a reservation on their own without assistance. The rating was based on a scale of 1 to 10, 10 being the most confident. The top row in the table found below is the numerical “confidence” value. The row underneath is how many users identified with number choice shown above. 1 2 3 4 5 6 7 8 9 10 #5 #4 #3 #2 Explain confidence rating
03_Holiday_Inn_China_Website_Usability_Study_Final_Report_Ch._9.docx