I was tasked with comparing the websites of 2 popular hotel chains and then design/explain my improvement.

My heuristics were constrained to concepts related to: thinking/problem solving, emotion/motivation, and communication.

This design improves upon several principles of situation awareness:
1. Helps user notice changes
2. Helps user project state of system into the future.
3. Situation is easy to understand.
4. Keeps user in the loop.
5. Organizes information around user goals (Lee et al., 2017, Designing for People: Intro to Human Factors Engineering)

It's more difficult to explain this in terms of Don Norman's Visceral, Behavioral, Reflective levels of emotional processing, in sum it's a painless and positive experience which indicates that the system is aware that the user has better things to do. (D. Norman, 2007, Emotional Design: Why we Love (or Hate) Everyday Things)

Finally, this design improves upon the establishment of common ground by giving the user a clear path to communicating their needs in order for the system to commit to a joint action as articulated by Clark and elaborated upon by Monk. (Monk, 2003, Common Ground in Electronically Mediated Communication: Clark's theory of language use in J.M. Carroll, HCI Models, Theories, and Frameworks: Toward a Multidisciplinary Science)

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