Improving customer experience to improve business results has always been part of the LateRooms strategy. It had become clear that the booking form on the site was presenting a barrier to sales – plenty of customers were entering the booking but many were dropping out without making a booking.
as part of the solution, LateRooms wanted to be able to give their team some experience in ‘paper prototyping’, so we offered a package of training followed by a real usability laboratory for the team. This way, training was achieved, and we would be able to get insights into the issues encountered by customers on their journey.
“The insight he helped us to reach after the lab exceeded our expectations and resulted in us not only understanding the specific project we were working on, but also in creating a general model for user behavior. In short, I would not hesitate in recommending him to others.” – Hugo Pickford Wardle – Lead Project Manager – LateRooms.com
The paper prototyping was a great success, and provided a blueprint by which a new booking form was designed, which resulted in increased visitor conversions of 10% and a significant increase in profit
David Hawdale
“The insight he helped us to reach after the lab exceeded our expectations and resulted in us not only understanding the specific project we were working on, but also in creating a general model for user behavior. In short, I would not hesitate in recommending him to others."
Hugo Pickford Wardle – Lead Project Manager – LateRooms.com
