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Building trust through restricted information: A case study of the Hotwire.com air redesign
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
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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