Archive for September 2011
We invited users to participate in booking a holiday on the Thomson website. They were asked to have a destination and booking party in mind and add on any specific requirements they would need. Eye tracking technology was used to observe how the users would navigate through the site during the holiday booking process.
Once on the Thomson homepage one user was immediately attracted by the ‘Late deals’ option. This took them to a landing page showing over 33,000 holiday deals which the user found overwhelming. The results were already arranged in lowest price order but this was not obvious to the user. Clicking on the column heading rearranged the date order of the results, but again we saw the user looking around the page because she had failed to realise that anything hand changed due to the listings looking so similar.
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