TIS3251

HUMAN COMPUTER INTERACTION

MOBILE APPLICATION FOR HOTEL GUEST

GROUP NAME: GROUP 5

GROUP MEMBER:

WONG WAI MUN 1112701512CHONG SIEW MUN 1112701469

CHEN YONG CIAK 1112701382

KEE HSIU LING 1112701435

ZACHARY ARVIN 1112700764

MOHAMMAD KHANI 1101107813

Introduction

Mobile app has been increasingly popular in 21st century through the use of

smartphones. Everyone are able to use their smartphones to do almost everything, it is

a part of their lifestyle. Since smartphone has become important to all kinds of brand,

its not surprising that the hospitality industry is taking advantage of the mobile

technology. Our group is developing a mobile app that go beyond just booking stays.

We are taking things up a notch by offering more mobile features, like hotel bill

payment, interactive map of the hotel or surrounding and as a room key. We want to

change the way people travel at a hotel by making it more convenient.

Data Gathering

We have been conducted questionnaire and research for the similar application. We

created questionnaire in google form and shared the form to the social network such

as Facebook. For the similar application, we have been chosen the highest download

rate and noted down the popular features that provided on the application.

Questionnaire

Research Similar Application

There are many hotel mobile applications in the market. Among the hotel

mobile applications, Booking.com Hotel Reservations are having the highest

download rate which is about 10 millions of download in total. The user interface of

this application is very simple and clean. Other than that, this application is not only

can make reservation on hotels but also villas, apartments, hostels and the etc. Once

the users sign up for this application, there will be auto filled in information when the

users are going to make a room reservation by using this application. This will make

reservation easier and faster. Booking.com Hotel Reservations is having an overall of

4.6 rating from the user and this is higher if compare to other hotel booking

application.

Hotels.com is having about more than 5 million of download in total and

having a 4.4 rating from the user. This mobile application is having a nice and pretty

user interface as once the user launch the applications; user can see there are some

nice hotels pictures as the background with some basic information of the hotel. This

application also will search for the nearby hotel with some great deal and provide all

the require information about the hotel. User also can view and get known of the

environment by just viewing on the pictures that are provided in application.

Hotels.com provided some nice pictures of the hotel as background.

User can know the environment of the hotel by viewing the pictures provided.

Hotel tonight is an editors choice hotel application in the play store. There is

more than 1 million of download and having a 4.3 user rating for the overall. This

application provided Google Street View to maps. Therefore, user can check out the

360 degree surroundings the hotels and this application also provide some picture of

the inside of the hotel. However, this application is not really suitable for the traveler

to use in Malaysia as it does not provide service in Malaysia.

Hotel tonight provided google street view to the maps. Thus user can view 360

degree surrounding the hotel. All of these hotel applications provide a 24 hours

customer support with real and live people. User can just contact with the customer

support with only a few taps if it is needed. Most of the users are very concern about

the price of the hotels; therefore, these 3 hotel mobile applications are showing the

entire discount and the lowest price of the hotels. Hotels.com and Hotel Tonight are

even providing some rewards or credits for the user to save more. These hotel mobile

applications are also providing map for the user to know the exact location of the

hotels. The Booking.com Hotel Reservations even provide the map with all the

surrounding hotels that can make reservation by the application. While the Hotel

Tonight application also provide a map by showing a price tag for every hotel

surrounding to the user.

These three hotel mobile application show some discount of the hotel in the

list.

This is all the hotels surrounding that can be reserved by using Booking.com

Hotel Reservations application.

This is the map that shows the price tag of the hotel surrounding.

Besides that, users are very concern about the privacy and the easiness of

paying their bill. All of these hotel applications are providing some way like credit

card or google wallet for the user to pay after they make their reservation. They also

can just show the details by showing the applications to the hotel in order to check in.

This is very useful for the traveler. All of these applications have the options for the

user to sign in or sign up an account in order to keep all their data. This can ease the

user that login with another device and they can just manage their booking easily.

Users also very concern about the speed of the application. Application that do not

have major bugs and can run smoothly definitely will make the user giving a higher

rate for the application.

User can sign in to keep all their details.

Therefore, an attractive user interface definitely will make the user feel

happier and give more attention for a certain application. A map that can navigate the

user and some special deals or discount that given in applications for sure will be

another selling point for the user to user the applications. Furthermore, it is important

for a mobile application to run smooth. User may feel very annoying if the application

lag always and have some bugs.

Questionnaire Result and User Requirements

Based on the questionnaire result, we have 100 respondents, 56 of male respondents

and 44 of female respondents to respond on this survey. There were more than 50%

of respondents are below 22 years old. Besides that, most of the respondents have

mobile data plan on their mobile devices but only 31% of respondents have use the

hotel mobile application before. In addition to that, there were exceeding 60% of

respondents thought that hotel mobile application was convenient and important. The

highest features that the respondents preferred was the booking feature. For the

booking function that the respondents like to have was the room booking function.

Requirements

1. Functional Requirements

The system should allow users to create their profile and login to the system.

The system should enable users in booking room, restaurant table, car rental,

gym and spa treatment, making payment, requesting for room service and

checking the interactive map.

2. Data Requirements

The system should store the profile data such as username, password and

email address.

The system should store the booking data such as total of room booking, time

to check in/check out and so on.

Besides that, the system should store the payment data such as price and

payment method.

The system enables to store the room service data like room number and time

to do the room service.

3. Environment Requirements

The application can be used by the users in a place with mobile signal and

enable to connect to the wifi or mobile data plan.

4. User Characteristics

The application can be used by the users who own a mobile device and

comfortable in dealing with technology.

5. Usability Goals

Effective to use: Simple to use while all the required information for the users

are available.

Efficient to use: Less time consuming.

Safe to use: Keep users information safe, secure and confidential and make

sure it is in the safe site while making payment.

Have good utility: Provide sufficient functionality for users such as booking

function, payment function and so on.

Easy to learn: Interactive button and follow step by step. For example, user

clicks on the booking button and key in the detail.

Easy to remember how to use: Simple interface and easy to remember once

learned.

6. User Experience Goals

Users will be Satisfied, helpful, and enjoyable when they use this hotel mobile

application.

User Profile

Target Local MalaysianGender 56% are Male

44% are FemaleAge 58% are 22 years old and below

20% are 23-28 years old17% are 29-35 years old4% are 36-50 years old1% are 51 years old and above

Mobile Data Plan on Device

84% have mobile data plan16% do not have mobile data plan

Use Hotel Mobile Application before

31% have use before69% do not use before

Hotel Mobile Application are convenient

86% stated that it was convenient14% stated that it was not convenient

Hotel Mobile Application are important

65% stated that it was important35% stated that it was not important

Preferable Features 17% choose Booking Function16% choose Interactive Maps14% choose as a Room key13% choose Hotel Bill Payment12% choose Room Service Function and Automated Check-in9% choose Local Coupons/Discounts7% choose Loyalty Program Dashboard

Booking Features 27% choose Room Booking22% choose Restaurant Table19% choose Car Rental17% choose Spa Treatment14% choose Gym

Duration for this Survey

From 6-7-2014 to 11-7-2014

Persona

COLTON HAYNES

My dream is to travel the world.

Motivations

Keep in touch with friends To receive the latest discounts and promotions Loves to plan future trips with friends Share important events/venue to peers

21, Single male, outgoing and passion for travel. Comfortable using technology to

communicate.

My dream is to travel the world.

To receive the latest discounts and promotionsLoves to plan future trips with friendsShare important events/venue to peers

Geeky Traveler

No idea for a perfect gateway trip Nothing to enhance his travel experience Problems paying accommodation fee due to

lack of money in hand Dislike online booking due to its efficiency

21, Single male, outgoing and passion for travel. Comfortable using technology to

Traveler

Frustration

No idea for a perfect gateway tripNothing to enhance his travel experience

accommodation fee due to

Dislike online booking due to its efficiency

A local Malaysian born under a Eurasian family mix of Irish and Iban,

currently lives in Kuala Lumpur for his University studies. He able to speak Mandarin

and Malay but English is his main language. He enjoys travel as much as adventure

and is a good communicator.

He also spends most of his time on his smartphone after applying decent

mobile data plan. Hes a fan of travel and hotel apps because he finds it to be

convenient. Although he never use hotel apps before, to him its important to learn so

that he could rely on it for room booking and other necessary features which might be

cost saving for his future travel plans.

He loves watching Astros travel and living channel and uses mobile apps to

do his bidding. He is a geek fan and adventure junkie who enjoys life by travelling

and sees the world.

Scenario

Colton enjoys travelling and plans to travel around Malaysia this year. Since

hes currently studying in Malaysia itself, he thought that it would be a great idea to

explore more of the countries vacation site. A month before the flight date, he starts to

explore the possibilities.

Everything was fine but only one problem. He always failed to find suitable

hotel due to he only starts to find after reaching destination. Therefore, he was forced

to live in some uncomfortable or expensive hotel. He was frustrated on this.

Since he loves to use his mobile phone, he would rather have an app that helps

him to manage and organize his booking, that even include the room booking services

provided by the hotel apps. It is convenient for him because the app could also

provide interactive map of the hotel and can act as a room key. By using the app, he

can book room in phone with a few tap and swipe.

As the day is getting close, everything is already provided through the app for

him to have a comfortable and enjoyable trip around Malaysia without bother the

problem of finding hotel.

Use Case Diagram

Task Analysis

We are using Hierarchical Task Analysis because it can break a task down into

subtasks, then sub-sub-tasks and so on. There are grouped as plans which specify how

the tasks might be performed in practice.

Hierarchical Task Analysis

Conceptual Models

We have constructed two types of

interaction and interface types.

Conceptual Model 1:

Conceptual Model 2: Instructing with menu

Conceptual Model 1: Conversing with Speech Interface

We have constructed two types of conceptual models which are combining with

interaction and interface types.

Conceptual Model 1: Conversing with speech interface

Conceptual Model 2: Instructing with menu-based interface

Conceptual Model 1: Conversing with Speech Interface

conceptual models which are combining with

Firstly, when users launch the application, they can either login or logout from

their profile. The voice based system will then give some feedback to tell the users

that their information has been displayed. After that, users can have their room

booking by using the application. The voice based system will then asking to the users

what they want to book like book a room, book for a rental car, book table in

restaurant, book the gym and book for SPA treatment. Other than that, the users also

can ask for room service by using the application. The voice based system will tell

them what they provided such as room cleaning, clothes washing and can ask staff

help to send the user stuff when the user reach the hotel and all of these services will

be charged.

Thus, after the users make their decision, they will have to proceed to make

payment. The voice based system will inform them about their payment such as pay

for hotels restaurant bill, pay for washing services, pay for room rental bill plus

related bills and pay for transportation fees. Besides that, this application has an extra

feature which there will be an interactive map provided. In this interactive map, the

voice based system will teach the users how to use it and bring them to their desired

destination.

Conceptual Model 2: Instructing with Menu-based Interface

First Interface: Second Interface:

Profile

Create Profile

Login/Logout

Booking

Room Service

Payment

Interactive Map

Firstly, users download and install the application. After that, for new users,

they need to create their profile and login to the system, for regular users, they just

need to login to the system. After they login to the system, they can click the booking

button to book room, restaurant table, car rental, spa treatment or gym.

Booking Interface:

Besides that, users also can click on the room service button to see the service

that the hotel provided.

Room Service Interface:

Room

Restaurant Table

Car Rental

Spa Treatment

Gym

Clean Room

Wash Clothes

Send Stuff

As a Room Key

Users can make payment using this application by clicking the payment button.

Payment Interface:

Moreover, users can click on the interactive map button to check the city map,

location of the nearest restaurant, popular places and so on.

Interactive Map Interface:

Hotel Restaurants Bill

Washing Service

Room Payment + Related Bills

Transportation Fees

Hotel

Popular Places

Airport/Bus Central

City Map

Nearest Restaurant

For these two conceptual models, we will choose the second conceptual model,

which is instructing with menu-based interface. The reason we choose the second

conceptual model is because it was quick and efficient for repetitive action and the

menu-based interface are easy to use. Someone who has never seen the interface

before can work out what to do. Besides that, it was given the step-by-step options so

that the user doesnt have to remember anything.

On the other hand, conversing with speech interface conceptual model allows

users to interact with the system in a way that is familiar, but misunderstandings can

arise when the system does not know what the user says. Therefore, we decide to

choose the instructing with menu-based interface conceptual model.

Conclusion

There are many different type of mobile application in the market. A mobile

application that is effective and efficient to use will give some positive user

experience for the user. In order to develop a mobile application that can fulfill the

needs from the different group of people, we have performing a survey and do some

research on the similar mobile application. A male persona and a scenario have been

created by us to give a clearer idea about the mobile application that can meet the user

expectation. Furthermore, a use case diagram, task analysis and conceptual model

have been draw by us to sketch out and draft whole idea of our mobile application. To

have a clearer representation and step-by-step option about our mobile application, we

use the second conceptual model which is Instructing with Menu-based Interface.

From this project, we have learned that there are lots of preparations and

homework has to do in order to develop a smooth and useful mobile application. Thus,

we have to always feeling thankful to all mobile application creators.