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Permanent URL to this publication: http://dx.doi.org/10.5167/uzh-9437

Schwabe, G; Novak, J; Aggeler, M (2008). Designing the Tourist Agency of the Future. In: 21st Bled eConference eCollaboration: Overcoming Boundaries Through Multi-Channel Interaction, Bled, Slovenia, 15 June 2008 - 18 June 2008.



The Internet has challenged the traditional business model of travel agencies: What is the reason for their existence if information is abundantly available and transactions can be flexibly booked on the Internet? This paper argues that good travel advisory services create a significant added value, if they succeed in uncovering the customers’ hidden needs and creating a better user experience. Modern information systems such as the SmartTravel system developed by the authors support this effort and provide the customers with an involving “shopping” experience. SmartTravel supports the agent-customer interaction with a large display and an interface integrating professional and user-generated content. We present the design rationale and the interface design of the SmartTravel system. First evaluation results indicate that the users value the system, because it provides richer and more trustworthy information in a more enjoyable environment.



244 downloads since deposited on 29 Jan 2009
56 downloads since 12 months

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Additional indexing

Item Type:Conference or Workshop Item (Paper), refereed, original work
Communities & Collections:03 Faculty of Economics > Department of Informatics
Dewey Decimal Classification:000 Computer science, knowledge & systems
Event End Date:18 June 2008
Deposited On:29 Jan 2009 07:45
Last Modified:05 Apr 2016 12:47

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