Case Study: Carlton Hotel Group achieves smoother online bookings and improved user journeys with WhatUsersDo

Carlton Hotel Group - Customer Case Study

Carlton Hotel Group, an Irish-owned luxury hotel operator with properties across Ireland, wanted to better understand how customers use their desktop website, increase engagement by improving discoverability of key features like Search, and remove stumbling blocks in the room-booking flow. To achieve this they used WhatUsersDo’s remote UX testing service and a UK-based panel matched to their typical customer demographics.

WhatUsersDo supplied matched desktop participants and usability videos that exposed where users struggled, enabling Carlton to prioritize fixes to search and booking journeys. The testing delivered clear, actionable insights—surprising the team with real user behavior, allowing quick integration of changes, improving user engagement and helping remove barriers to successful bookings.

Carlton Hotel Group