Usability Evaluation and Improvement Strategies of Online Travel Agencies (OTA) from the Perspective of Elderly Users Focusing on China Ctrip Travel App Care Model

Due to the aging of the population, the proportion of the elderly in the total population is gradually expanding. Travel has become one of the main ways for the elderly to improve their quality of life. However, many Online Travel Agency APPs have not been designed with the needs of the elderly in mind, resulting in the elderly facing many difficulties in using these APPs. In order to improve the status quo of APP use by the elderly, relevant enterprises have launched APP care models one after another. However, there are still many problems with these care models. In this study, we constructed eight user tests by analyzing the care model of Ctrip travel APP and using the user test method. The study selected 8 elderly people over 60 years old to conduct the item tests, and analyzed the task completion rate and the average task completion time of Ctrip Travel APP&quots care mode and standard mode. The results showed that the Care Mode was generally higher than the Standard Mode in terms of task completion rate, and the average task completion time was less than the Standard Mode. By analyzing the SUS scale, the SUS usability score of the caring model was 65.63, which was higher than the standard model&quots 42.81, and the rating was C, which was higher than the standard model&quots D. However, the caring model still has room for improvement. Based on the test and interview results, this study summarizes the usage pain points in the Care Mode and proposes design strategies in four aspects: operation optimization, function setting, page optimization, and security protection. This study provides an in-depth analysis of the usage pain points in the care mode of Ctrip Travel APP, which helps to improve the experience of older people using the care mode of Online Travel Agency APP, and helps related companies to improve the design optimization of APP.