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Stupid Usability #28

View Your Rental Options Where?

Written By: High Monkey
Posted: 2/20/2014

From the mind of Peter Serzo, VP of Consulting Services at High Monkey:

As a National Car Rental Member, I belong to the Emerald Club. I love when I get off the plane I can pick any car I want. To me, as a traveler that is great usability.
I make all my reservations on the website. I find it fairly good, not great. But I recently ran across a problem that I thought was a simple request. One of my clients requested that I travel to their site and I found myself in need of a rental car within two days. I got on the National site, logged in, and wanted to see a listing of cars that I have reserved. I got the following menu that states Existing Reservation:

I clicked “View” fully believing that I would see a listing of my future rentals I have reserved. Instead I received the following screen:

I have to put my last name in and a confirmation number. I don’t know the confirmation number! If I knew that I wouldn’t be here. I just wanted to see a listing of rentals. I can get on Delta’s site and see a list of flights and then choose the one I want and modify it in some way. Very frustrating.
After poking through the site, I found that if I clicked into the "My Itineraries – it brings me to the page with all of my vehicle reservations; (the page I was originally searching for). Although I eventually found where I needed to go within the site, I question: why have a view link when the true "View" page is located under My Itineraries?

Going forward I believe both the View and My Itineraries links should be combined and only one of these should be displayed. This would help those looking for their car reservations to be in one simple location!

Chad's Bio Coming Soon!

More About Virgil

Virgil Carroll is the owner and president of High Monkey – based in Minneapolis Minnesota. Virgil also wears the multiple ‘hats’ of Principle Human Solutions Architect and SharePoint Architect.

Virgil is one of those rare individuals who can dive deep into technical topics while speaking clearly to the business owners of a project and never forgetting that the end user experience has the highest priority. He calls it using both sides of his brain. Virgil is passionate about leveraging technologies ‘out of the box’ as much as possible with a focus on the strategic use of content to create websites that deliver the right content to the right audience on the right device at the right time. Virgil brings high energy, an ironic wit, and a sense of grounded perspective whenever he speaks to an audience. Virgil regularly speaks at conferences and user groups throughout the United States and occasionally in Europe.

Posted: 2/20/2014 12:00:00 AM by Brian Haukos | with 0 comments