According to an article on eMarketer the method customers book travel depends upon their needs. Nothing revolutionary there; what is interesting is that fewer travelers are booking their trips online overall.
“This is not due to personal financial concerns—online travel bookers are an affluent demographic,” Mr. Grau [senior analyst at eMarketer] said. “Rather, it is [...]

Posted in Customer Experience, Marketing, Web 2.0, Web design, innovation, interaction design, travel No Comments »

The usual approach for a Business Analyst is to start with the ‘as is’ situation and then model a ‘to be’ solution.  In understanding a problem, defining the as-is situation can take a number of weeks if not months.  Once the current technology, process and working practice are understood, the BA begins to define the [...]

Posted in Methodology, Work, innovation 5 Comments »

I’m a strong proponent of engaging the customer in all stages of the design process. But sometimes you need to be careful with what they say and not always believe their first answer.
Ask the customer “what do you want” and the chances are you will get an answer that is rooted in their experiences [...]

Posted in Agile, Customer Experience, Methodology, Web design, Work, innovation, interaction design, usability No Comments »