Bookboost Analysis

Users judge whether to use hotel websites or third-party sites by "perceived usefulness" and "perceived ease of use", respectively. As all information is compiled in one location, users prefer booking through third-party sites, albeit, this leads to a lack of intimacy between hotels and guests, and may also be more expensive for guests.

Thus, Bookboost – a start-up company aiming to reconnect hotels to their guests – wanted to create an artifact that would bridge this gap, leading to the design of a chat widget that can be added onto the hotel's website and is linked through messaging applications. This affords direct and efficient contact and communication with the hotel, which should increase perceived ease of use.