How to unravel travel in a slow market
Last night I took a cab in the snow across London and my cabbie was about to head off on a cruise for 10 days. Once he knew I worked with the interweb he took it upon himself to blame me for every rubbish website out there.
His view was that no one website was designed with him in mind, and they all tried to do things differently, which ends up just becoming confusing.
So I started to find out what he wanted and quickly realised that he had some amazing insight into improving website usability, especially as his wife is French and she has a totally different view of what is important and not on a travel website.
Having undertaken a wide range of research across travel websites over the past few years, the more we do, the more I realise that asking people like Dave the cabbie their views, wants and needs is increasingly more important in ensuring what you are doing online is right.
It’s still too easy to forget about the end user in the rush to launch new sites, but it does not have to cost much or take long to run a round remote testing on a quick prototype or implement multivariate research on your existing site.
National Express are doing all of the above and more to ensure that the solutions that we are developing work as well as they can and constantly evolve to meet changing customer needs.
So if you want to unravel your travel then remember to ask Dave.
customer insight, global usability testing, usability research