1. Building trust through restricted information:
A case study of the Hotwire.com air redesign
IA Summit 2008
Melissa Matross
Senior Manager, User Experience
mmatross@hotwire.com

2. Trust

3. brands I trust

4. Excellent service
Stands behind products with a “no questions
asked” return policy
brands I trust

5. Excellent service
Stands behind products with a “no questions
asked” return policy
Quality for good price
Focus on trend design
brands I trust

6. Excellent service
Stands behind products with a “no questions
asked” return policy
Quality for good price
Focus on trend design
Excellent service
Makes life easier when bad things happen
brands I trust