Another Layer for Quality Management: End User Insights

Track: Engage Global Users | EG4 |   Everyone |
Wednesday, July 29, 2020, 4:30am – 5:00am
Held in: Main Auditorium
Presenter:
Damian Fernandez - Booking.com

Your multilingual content should support your brand positioning and, at the same time, be aligned with how users want to be addressed. Clear, sufficient and relevant data from those users is key to understanding whether this is happening or not. What are the gaps and areas needing improvement? In this case study we will show you how Booking.com is collecting this information and what strategic ideas you can learn from them.

Takeaways: Attendees will gain knowledge of a methodology to gather user feedback on quality and how to get an understanding of how to integrate the learnings of that feedback into quality management processes.