Heuristic Evaluation
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Nielson Norman HeuristicsEnterpriseBudgetSouthwest AirlinesKayak.comStarwood Preferred GuestSilvercar
Visibility of system status:
Users Should Know Where They Are: The system should always keep users informed about what is going on, through appropriate feedback within reasonable time.-- Show's the "closed" dates, times for transparency
Nick:Nick:Nick:Nick:Nick:• Utilizing back button pulls user out of booking funnel unexpectantly, and no warning if they press back
• Booking status bar existing as two layers and living on the bottom is not standard
• Double scroll on time selection may leave users in the dark about their first time selection
• Insurance More info bar is hard to find on small screens and poor verbiage makes it more important
• Booking status bar helps user see what step they're in, but would be better recognized up top
• Breakdown is easy to read/scan, but may be hard to find
Error prevention, handling, and solution: NickAid to keep user on positive path: Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action. Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution.Nick:Nick:Nick:Nick:Nick:Nick:• Log In and Sign Up error messaging is a little aggressive, but also helps avoid errors
Match between system and the real world: BrittanyAvoid Obtuse Language and Visuals: The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order.Uses familiar language on homepage when speaking to reservations, the value of joining their loyalty program and additional marketing offers
Uses friendly language on homescreen to entice customers to leave their feedback while visiting. (increasing the likelihood of hearing them while they're using the site)
"Stay up to date on travel news" language is friendly and simple when asking customer to sign up for emails
Brittany:Brittany:• Insurance tries too hard to speak humanly but doesn't get specific enough
• Average daily price is confusing – specifically if they rent a 1/4 or 1/2 day on top, the average will fraction down to less than daily average price
Recognition rather than recall: BrittanyPresent New Information with Meaningful Aids to Interpretation: Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate.Leverages LARGE dates and times to reduce likelihood of missing this information (versus Silvercar's small font)
Dates and times are also in the center of the page above the fold, instead of anchored to the bottom of the screen.
All pricing information (base rate and others) are visible in the upper right hand corner, above the fold and where a customer's eyes naturally rest. Pricing updates as each line item is added.
Date-selector slides to the dates that a customer selects, making it smooth to
Brittany:Brittany:• Fields provide hint text that floats above and stays to provide constant guidance
User control and freedom: TonyKeep Users in Control: Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.Tony:
- focus on location search, then zooms out to include dates
- user can always View / Modify / Cancel an existing res.
- User in control for dates, but defaults with today's date as pickup and tomorrow as dropoff
- User can easy redo date selection because each selection is a drop-down
- if user inputted unclear location (not a specific Enterprise location) they then select a location with map view. Users are still in control in that they can select a location on map OR type one in
- Undo: User can always change location or dates or car selection by clicking that step in the top progress bar
- On Add-Ons page, easy to move forward without making a selection. Once added, easy to remove.
- On Review page, user can easily click "Change' to modify anything about the reservaiton.
- just like Enterprise, leads with search and expands to include dates and other details
- pay at counter vs. pay now rates
- also defaults to today / tomorrow
- user can browse by car type or location upfront
- easy to change location or dates from down funnel
- coverage and add ons presented in same page
- very easy to continue without adding on
- travel agent info presented below the fold, below Book Now button, so as to stay out of peoples way
- always easy to go back and find "Modify Reservation Details" or "View / Modify Reservation Details
Tony:Tony:Tony:Tony:• Back button issue
• Cancel reservation gives no warning or undo in iOS booking/reservation list
• Auto progression on date, time selection, and vehicle selection can feel like loss of control
• Auto progression on date selection can be very difficult if editing calendar dates since it auto progresses after one click
• User can go back and edit with the booking bar status bar, but that might not be clear to the user
• User is able to toggle insurance types, but
Help and documentation: TonyProvide easy-to-access guidance: Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.Tony:
- Super easy to claim an old res. instead of making a dupe
- Locations page has two tabs, one for more details and one for Directions From Terminal. Easy to answer all questions.
- Vehicles page has a details options for every model / car class. Super helpful.
- Add-Ons page has great explanations for each option
- Renter Age policy always front and center
- (i) info bubbles for renter age, renter residency, customer ID and coupon codes
- SEO pages for each vehicle type / car class
- like Enterprise, lots of more information available about the car than Silvercar has, which replaces vehicle image
- if you click View Rental Details on review page, get a lot of information about what you're getting
- Debit Card policy is front-and-center
- Debit Card policy again if you uncheck credit card box
- Flight detail reason for providing is very good text
Tony:Tony:Tony:Tony:• Insurance verbiage is confusing
• Insurance double field requirement is hard to see, and could leave user confused about why they can't
BOOK NOW. This is especially confusing because the booking bar shows all sections completed.
• Additional car information could be useful
• Car seat and ski racks request info could be more clear
Consistency and standards: JennDevelop and follow UI UX patterns: Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventionshome
- The expansion of the search bar fields....why? Why not provide all that info up front on page load?
Pickup location date/time, drop off date/time, same dropoff location checkbox
Age dropdown, customer ID* or offer codes* combined field

- Calendar dual view of 2 months with left right scrolling is standard and easy to use, not sure if i like that it closes between pickup and dropoff though.
- feedback bar nice idea

car selection
- Top bar is not fixed
- ability to sort by car type and passenger capacity
- small call out that cars sorted by price
- Top bar of booking flow status is nice, with clean call out of price above, can select any spot in that bar to go back, selections of dates etc called out in green and checkmark replaces number in the flow if completed, SELECT where required info not selected yet, not required is in grey
- Car cards flip to display more info, nice that SELECT CAR is on both sides

- this page is only given if you revisit and edit your location selection, keeps the top bar and selections visible
- nice page to gather a lot of info about location options, and what they offer for hours etc, driving directions, and airport instructions
- some locations give hours and if pickup service is available, if after hours dropoff is available, but inconsistantly providing extra info

- this page loses the booking bar, which feels jarring since there is room for it
- option to sign in with account or add details
- optional info boxes aren't obvious and at first glance seems daunting amount of info needed, and where is the RESERVE NOW button and why is it active if I'm not done?
- The expansion of the search bar fields....why? Why not provide all that info up front on page load?
Pickup location, mm/dd/yyyy, noon
Same dropoff location default, mm/dd/yyyy, noon
Age dropdown, country of residence, customer ID*, offer codes*, vehicle type*
- some issues with responsiveness for dropdowns and expanding field forms
- calendar function smoothly prohibits selection of later pickup than dropoff, left right scrolling and pagination
- defaults to noon - noon for pickup
- if you don't select a specific location for that city you are prompted to a map modal screen to further define and filter

car selection
- sometimes given a large feature option then followed up with vertical scrollable car options, sometimes all are just featured regular sized and none are featured
- opportunity to further filter/sort by car type and add additional info like offer codes and currency settings
- cars spaces display image, car class, car type, transmission, more info button, which displays extra info in leui of photo (doors, seats, bag storage, mpg, features like AC, then a book and total price for pay later or pay now displayed

- displays full booking info at top including pricing and options with expanding interaction to view more info
- followed up with a list of selectable options
- insurance options (with most popular option called out)
- equipment and services upgrades like extra drivers, fuel plan, and gps, child seat expands to identify child age seat types
- continue button does not float or stick so you have to scroll to top or bottom to continue, as list is long

- First Name, Last Name, Email
- credit card/payment info if you want to pay now and save $, option to change your mind and pay now if you said later, but not easily accessible to change mind if you're paying now to pay later
- travel agent fields offered at bottom

- home page offers flight, hotel, car slider nav
car: Pickup location/date/time, car rental company option, return location/date/time,vehicle class, with advanced search options (rental company) vehicle class, promo code/vendor number option for specific rental company
- home page offers flight, hotel, car slider nav
car: same dropoff location dropdown selector, where or from/to, date/time, option to Compare vs. KAYAK all | none
Hotwire, Priceline, Expedia
- duel dropdown with traditional calendar selection but time selection is on a slider, slick but not standard and possibly hard to see or use

car selection
- proceeds to two open tabs for compare vs kayak (hotwire and priceline etc) if selected, and one with kayak's results

- selecting a car opens a new tab with review screen info
- displays pricing in per day and total price for car, taxes, combined totals
- only add on options offered on kayak are for insurance
- The expansion of the search bar fields....why? Why not provide all that info up front on page load?
destination, dates, room type and number of guests dropdown, special rates dropdown, use points checkbox

hotel selection
- photo, hotel name, address, reviews etc, hotel famiy icon, ave daily rate (no total price)

hotel specific option
- hotel choice breakdown along with pricing breakdown for each option available that hotel

-Join or Login page
• DIfferences between web, iOS, and Android are sometimes not specifically because of OS patterns, but just inconsistency
• Layout of cars is non-standard and limiting to adding more than 2-4 car types. Not mobile friendly
• UI and interaction is very standard with Material design patterns in most places
Aesthetic and minimalist design: JennMake the UI Aesthetically Appropriate: Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.home
- Use my current location maybe detracts from needed elements
- Checkbox to support "Return to a different location" nice for multi location rentals
- Location is closed visual on calendar selection is simple and small
- age dropdown might be useful for age restrictions we have
- promo or account number combo makes it simple
- feedback bar could be smaller or less important

car selection
- countdown guide at top to show status of rental process, and those details
- Top bar price info has a dropdown to preview price breakdown, but it's confusing how it's designed with the carrot pointing to terms and conditions
- Car card provides car class, car type, transmission, car image, price per day or month, total price and select car button
- Additional info provides car class, car type, transmission, suitcase and passenger capacity, standard options like AC and stereo with additional options avail callout, and estimated total, legal price blurb, close or select car button

- Promotion banner to upgrade a car class, might be distracting, or might be worth the extra money you can make
- Equipment upgrades layout easy to read with dropdown to provide more info, and also updates pricing as you add
- CONTINUE button on top and bottom of UI, makes it easy to find and move forward

- makes me think our location pages should maybe be organized into combined metros with map call outs, rather than each their own location page.
- this design doubles as a location page, since each location on map also gives info for: ABOUT LOCATION and DIRECTIONS FROM TERMINAL, as well as option to SELECT or get driving instructions.

- my selections aren't easy to see above the fold or at a glance, now that info is on the right and a little hard to read, with price on top right and my rental details on bottom right, would be easier to read if booking bar was still at the top
- save time at the counter seems like extra, like I'm pretty sure I'm still going to need to pull my license out when i get there
- layout of flight info is easy to understand with I DON'T HAVE A FLIGHT or MY AIRLINE ISNT LISTED as options, airline choice is a dropdown rather than a field with predict text, and they make flight number optional which seems weird (we do too)
- an entire section laid out for Rental Term chapters, seems like a lot.
- Field label is redundant but then both hide once you type a letter so not helpful
- Calendar and clock icons are nice visual cues, but may not be necessary
- INFO icons open hint boxes that cannot be read because they are out of screen
- so many required fields to get to next screen
- dropdown of loctions is easy to read with airport locations and city locations divied up color coded
- search form fields are so close to top nav drop downs that it's easy to accidentally pull a nav dropdown over your form and not be able to see
- calendar is easy to read and function
- sometimes reserve car form sticks to top as you scroll, nice when it does

car selection
- marketing banner at top and again as you scroll through cars
- countdown guide at top to show status of rental process, as well as pickup dropoff info
- modify rental details offered but not obvious
- popup for first time renter promo


- very minimal especially for a 3rd party booking app

car selection
- popup interrupts to further compare more search engine results
- lots going on, lots of filtering and sorting options for locations, capacity options, car type, payment type etc,
- promos to look on other 3rd party app sites
- car cards displayed vertically with visual iconography for seats, luggage capacity, rental company and rating, price total, cancellation options, airport onsite or shuttle or city location address
- multiple popups interrupt me

- rental review of car type, stats, and included features, shown in two places but full breakdown one is sticky on right side including price info
- other rental options promo
Jenn• Calendar is top bottom scrollable, not left right sideways scroll like most calender UI patterns
• Time seletion is over designed. I simple dropdown would be easier to use
• Step by step process leaves UI clean and simple to read
Flexibility and efficiency of use: JennReduce Users’ Minimum Steps: Accelerators — unseen by the novice user — may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.home
- recent search items in location is nice

- option to sign in with account or add details
- typing Austin will show multiple austin locations including austin wi and austin tx, but adding texas will eliminate austin airport location and prompt a second location filter search method

- travel agent fields offered at bottom
Users can book straight from the home page with car selection or go to car dropdown to rent a carreview
- sign in if you have account
Jenn:Saving insurance option in iOS app allows for faster booking for logged in return users
Other notes