Agents do not want to give up the option of data entry and booking via the keyboard despite new graphical booking interfaces. The PASS graphical desktop interfaces for agents are designed for operation with and without a mouse.
Developments at Amadeus USA show the importance of taking agents’ usage habits into account in designing graphical interfaces: the company has postponed the rollout of its new “Amadeus One” agent desktop. Among other reasons, this was done because it became obvious that a graphical interface would be accepted by agents only if full operability was available via the keyboard. Continue reading