usability issues with the Holiday Inn China website. The following table lists these issues and indicates their impact on the usability of the site, along with the number of participants who experienced each problem. Usability Problem # Affected Severity Navigation: The ‘start over’ and ‘finish booking’ options on the 1/6 low confirm booking page confused the user Layout: Users found the Priority 4/6 high Club Login options confusing. Layout: Users think 3/6 medium advertisements are overwhelming Layout: Users want the total price for their stay to be listed, instead of 3/6 high a per-night rate only Layout: Users have trouble finding the cancellation link to cancel their 3/6 high reservation Layout: Error messages were not seen by the user or they were 5/6 high misinterpreted Aesthetics: Search results of hotels are displayed in a two-color format, confusing users’ perception 2/6 low of how many results are actually being displayed Feature Requests: Users complain about not seeing 2/6 low promotional rate information Feature Requests: Users want to see a drop-down list of cities 3/6 high instead of having to type city names in Feature Requests: Users want to see hotel rankings by different 4/6 medium categories (customer experience and price)
usability issues with the Holiday Inn China website. The following table lists these issues and indicates their impact on the usability of the site, along with the number of participants who experienced each problem. Usability Problem # Affected Severity Navigation: The ‘start over’ and ‘finish booking’ options on the confirm booking page confused the user 1/6 low Layout: Users found the Priority Club Login options confusing. 4/6 high Layout: Users think advertisements are overwhelming 3/6 medium Layout: Users want the total price for their stay to be listed, instead of a per-night rate only 3/6 high Layout: Users have trouble finding the cancellation link to cancel their reservation 3/6 high Layout: Error messages were not seen by the user or they were misinterpreted 5/6 high Aesthetics: Search results of hotels are displayed in a two-color format, confusing users’ perception of how many results are actually being displayed 2/6 low Feature Requests: Users complain about not seeing promotional rate information 2/6 low Feature Requests: Users want to see a drop-down list of cities instead of having to type city names in 3/6 high Feature Requests: Users want to see hotel rankings by different categories (customer experience and price) 4/6 medium
03_Holiday_Inn_China_Website_Usability_Study_Final_Report_Ch._9.docx