Carlton Hotel Groupl Logo

Carlton Hotel Group improve key user journeys

Background

Carlton Hotel Group is an Irish owned company with luxury properties in stunning locations throughout Ireland. With hotels across Ireland, located in Dublin, and Kinsale, we have a destination to suit any traveller.

Objectives

Carlton Hotels have been using WhatUserDo to:
• Learn how our customers interact with our service online on desktop devices
• Increase user engagement by improving the discoverability of key functionality such as Search.
• Remove stumbling blocks users encounter when trying to book a rooms.

Tasks, challenges & established practice

WhatUsersDo provided a UK based panel (i.e. those travelling to Ireland), with a match of socio economic groups and age ranges to their typical
customer base. The devices tested were desktops and Carlton Hotels wanted to make sure our guests found it effortless to book rooms at the hotels they wanted on the accurate dates.

Advantages of Remote UX Testing (client view)

The most substantial benefits to using remote user testing is that we can actually see “what users do” on our website. This sounds simple, but it allows us to experience moments of insight and clarity.

The usability videos left us slightly surprised at how difficult a simple task can often be on our site. It allows us to quickly and easily integrate user experience testing, and the results. It also affords us the benefit of having a large panel of users ready at our fingertips.