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Hotels.com

Optimised for mobile booking

Hotels.com, a leading hotel and accommodation booking brand, was rapidly expanding to handheld and tablet devices and needed to optimise their performance.

We helped by delivering a detailed customer experience strategy for their mobile proposition.

The challenge

Hotels.com (part of Expedia Inc.) needed to optimise their mobile offering in line with customer requirements, with the further aim of producing results that would improve brand experience, customer satisfaction and loyalty through their mobile channel. The main objectives of the project were to:

  • Gain a full understanding of smartphone users' use of mobile sites and applications (and any other activity) to guide the development of the Hotels.com mobile website and iPhone/Android apps
  • Find out more about how people use smartphones in relation to researching, planning and booking travel
  • Research how smartphones are used by travellers while they travel to their destination and how they're used during holidays and business trips
  • Focus on and understand the differences between two main customer segments - business travellers and leisure travellers
  • Discover the barriers preventing some users from travel-related smartphone use

Knowing how our customers use mobile technology is crucial for us. The study designed and delivered by Webcredible was invaluable in providing the depth and breadth of information we required.

Jonathan Baker-Bates, Web Director, Hotels.com

Our approach

We delivered a research-driven design approach to Hotels.com to ensure the success of their mobile strategy. We performed in-depth research to provide real insight into the behaviours and needs of the Hotels.com audiences throughout the customer lifecycle as well as our expert knowledge into smartphone trends and customer experience best practices.

Impact & results

Our recommendations and suggestions gave Hotels.com direction for developing mobile apps for the iPhone, Android and other platforms to extend the Hotels.com brand experience and take advantage of the fast growth in smartphone use.

Hotels.com used our suggested mobile strategy to optimise their mobile proposition and differentiate themselves from the competition.

Our other clients include:

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Contact us

Get in touch with us on 020 7423 6320 or e-mail to discuss your customer experience needs and requirements.

  • Avios
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About us

We're a user experience agency (UX agency) that creates people-centred, efficient and delightful digital experiences.

Get in touch on 020 7423 6320

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