Tag: usability

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San Diego hotel rooms for Comic-Con International go on sale tomorrow morning at 9:00 AM Pacific Time. Because they’ve sold out in a matter of hours the last few years — or, more precisely, because they’ve overwhelmed the reservation system while doing so — Travel Planners is instituting some new policies and a new procedure.

Last December they announced that they would require a deposit at reservation time, and a cut-off point in May after which it would no longer be refundable. This should help cut down on some of the “just in case” speculating that always happens. (Previously you had to provide a credit card when making the reservation, but they didn’t charge it.)

As for the procedure, here’s what used to happen: You would search for hotels, get a list of those that have rooms available, enter your name and contact info, then enter your credit card and get immediate confirmation. At every step, the server would be slow, and there was a good chance that you would have to start over. Yes, it would even fail at the last step.

The new scheme is wildly different: Instead of searching for a hotel, you’ll be asked to enter a list of up to 12 choices, in order of preference, and submit it. A few hours later, they’ll send you an email to confirm what you’ve gotten.

My first thought: this is exactly how it worked for me last year, when I got through on the phone instead of online. It’s also how reservations by fax used to work.

It’s annoying not to have instant feedback of course, but I suspect one of the main reasons the system breaks down is that it’s trying to handle so many complete transactions simultaneously. This way, the only part running “live” is collecting requests. Once those are all in, they can process them at whatever speed the reservation system can actually handle.

Plus, if they really want to minimize the load on their website, they can put everything on one page and minimize the number of graphics and scripts. Every image you have to load slows the page down. Every new page you have to load is another chance for the process to break down completely. When designing a web application, there are times to emphasize looks, there are times to emphasize convenience for the user, and there are times to emphasize simplicity in the actual process. This is one of the latter.

I guess we’ll see how it goes tomorrow morning.

Update: The request process, at least, went surprisingly smoothly. ← I’ve got some thoughts here on the reservation form and how the process worked.

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I use the Broken Link Checker plugin on this blog and on Speed Force to find broken or moved links. In addition to helping you manage them in the admin interface, it can also assign formatting (as a CSS class) to mark them in your posts.

Cool! Readers can see that the link is broken before clicking on it!

But what’s the best way to label the links?

The plugin uses strike-through by default. You are marking something that’s gone, but strike-through usually means the text is being crossed out. That’s fine for a link in a list, but something like “Catering was provided by MyNiftyFoodCo” implies that the name of the company is wrong, not that the website is gone.

Just making something italic or changing the color doesn’t work either, because it’s arbitrary. Nothing about an italic link (which could be a title), or a random other color, suggests that something might be missing.

What I’ve come up with is to reduce the contrast on broken links. It combines two familiar schemes:

  • High contrast for new links and low contrast for visited links.
  • “Graying out” inactive items in software.

So here, I’ve got bright blue for new links, darker blue for visited links, and broken links as black (well, very dark gray), the same color as surrounding text. I’m keeping the underline in place so there’s still some indication that it’s a link, but it’s not as strong as the label for one that’s still functional.

It’s still not ideal, since color is the only difference, but it should cause less confusion than the strike-through.

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One minor rant, and one success story, sort of connected.

The rant: My internet connection is acting kind of flaky tonight. Actually, the connection is fine, but it isn’t talking to some content delivery network(s). All the small-time websites load perfectly, but a lot of the larger ones either aren’t loading at all or are taking ridiculously long. I can load the Facebook timeline, for instance, since that’s dynamically generated…but it took 20 minutes for it to load a handful of static 16×16 pixel buttons for things like sharing links. *grumble*

On the other end of things, I had a great experience with Best Buy’s mobile website earlier today. I’m not sure I’ve ordered anything from BestBuy.com in years. The last thing I can think of was my first decent digital camera…in 2003. Usually if I’m going to buy from them I just walk into the store.

Meanwhile, despite owning my G1 for almost a year, I’ve never actually used it to buy anything that I can recall. Lots of research (ShopSavvy, plus various stores’ websites), but no actual purchases. I decided I wanted to see if I could place an order using just my phone, and it was extremely easy to:

  • Find the item
  • Add it to the cart
  • Select a store for local pickup
  • Update my billing address
  • Place the order

The only real sticking points were:

  • Store locations only listed cities. Fortunately, I could just hit a “map” button and they loaded in the phone’s Google Maps app.
  • I had to reset my password, since it had been so long. Since I have POP access to that account, that meant waiting a few minutes for the whole mailbox to download before I could open the message with the new temporary password. Then I had to write it down because K-9 doesn’t seem to support copying text from incoming mail.

Other than that, everything was not only possible using the Android browser, it was streamlined. If I hadn’t needed to update my address and reset my password, I could have been done in two minutes flat. Maybe three once you factor in typing in the credit card info.

I had a harder time posting a link on Facebook tonight — on my desktop — than ordering something on my phone!