RE: UKNM: lastminute.com does delight its customers!

[Ian Fenn]

Brent Hoberman wrote:

 >no problem! thanks for your feedback


Credit where it's due!


Whilst my criticism was somewhat out of date, my last visit prior to this 

afternoon was sufficient to make me not return for several months. I 

recognise that the site has improved since then, and I will certainly keep 

an eye out for flights to New York around the 4th of February!


That said, if you're a single traveller, then it does take some time to 

sort out the wheat from the chaff. Restaurants reservations also seem to be 

off-limits as you need to make a reservation for two people. I can 

understand why the restaurant would want two people, but I don't tend to 

have a problem booking for one when calling by phone...


David Siegel may offer a relevant suggestion in his book "Futurize your 

enterprise". He suggests that sites should organise themselves around types 

of users. Dell do this when they require visitors to select whether they 

are a home office user, a business with 1-500 employees, etc... The user 

experience is then shaped against this selection. Perhaps you could this 

for some areas of lastminute.com, i.e.:


Option 1: Ian Fenn,

Option 2: Everyone else...


Well, maybe not... but how about:


1. Families

2. Couples

3. Sole travellers


...etc.


Just a thought.


--

Ian Fenn MA

Member of the International Association of Culinary Professionals

http://www.chopstix.co.uk/ - Runner-up, yell uk web awards ninety nine 



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