Research & Insights

Digital experience audit for hospitality

What is it?

PSYKHE’s proprietary Digital Experience Audit (DEA) holistically assesses your digital customer channels, against 6 key pillars, over 40 attributes (or heuristics) that are tailored to the hospitality sector.

Why is it important? ​

The DEA paints a comprehensive picture of the consumer experience of travel hospitality brands, to identify gaps and opportunities to improve. These evaluations are an effective, efficient way of identifying and resolving up to 80% of usability and experience issues early and accelerate the focus areas for the future design.

How we do it

A thorough robust assessment of the end-to-end digital booking experience, conducted by trained usability experts with tangible recommendations for action.

A robust, comprehensive scoring based on
6 key pillars​

Red outline of a hand with the index finger pointing up, resembling a touchscreen hand cursor.

Assesses the organisation of website content and navigation.

Navigation & IA

Icon of a webpage layout with a header, main content area, and a sidebar.

This pillar assesses the clarity, effectiveness, relevance and usefulness of all types of content – images, video, text etc.

Content quality

Red and black sign displaying the word 'ERROR'

Evaluates the capability and capacity to prevent errors from occurring, and guiding the users to recover from them gracefully

Error prevention & recovery

A red outline of a human head with a thumbs-up symbol inside it.

Assesses various feedback and interaction mechanisms that inform and guide users on the completion of tasks.

Task completion

Computer monitor with a download arrow icon

A set of criteria that assesses a digital experience visual appeal and adherence to visual design best practices.

Visual design

Red outline of an eye inside a window with dots and squares.

This pillar assesses compliance to accessibility and inclusivity standards and ensures that designs caters to a range of users.

Accessibility

A circular infographic titled 'Hospitality heuristic framework' with criteria such as 'Accessibility', 'Ease of use', 'Control and familiarity', and 'Credibility' at the center. The infographic lists scoring criteria with points from 1 to 4, color-coded from red to green, describing issues like critical, major, minor, and not usability issues. The background is dark blue with white, blue, red, and green text.

Have a project in mind?

Let's chat to discuss how PSYKHE can put the rocket fuel in your innovation initiatives today.