An expert evaluation to kick off the audit of what's in place
The pages are evaluated against usability criteria and our experience of how digital products are used.
Following the work done on cross-channel journey modelling, we kick off the usability evaluation of the check-in process. The journey covered is analysed across all its phases (booking, payment, online check-in, feedback and receiving emails…) using heuristic criteria. Points that weaken the UX are noted and help us specify in more detail the topics of the user-test scenarios.
Customers take the lead: user tests
Complementing the expert approach, these tests assess the perceived effectiveness of the journey and how users feel.
A representative panel of users is recruited by our partner Point Virgule (opens in new window) and tests are run in their offices. French, German and Italian users are involved. Their reactions and comments are recorded and logged as they work through the scenarios.
Workshop to optimise the online check-in journey
A debrief of the test results is run before the first part of the co-design workshop on improvement opportunities.
Step by step, during the workshop we gather and prioritise business feedback from the B&B Hotels teams in France, Germany, Italy and Spain.
During the second part of the workshop, the teams explore ways to optimise the online check-in journey, while taking the users’ feedback into account.
Summary and improvement proposals
Building on the directions surfaced during the workshop, a summary document is shared, indicating the possible optimisations of the online check-in journey.
Co-built with the B&B business stakeholders, the improvement recommendations address all their objectives and constraints, on top of improving ease of use.
The journeys are streamlined, the right information is provided at the right moment, and overall consistency is ensured.
