New Airline Website
PROBLEM STATEMENT: The client is a start-up airline. They’re looking to create an online experience that is fast, easy, and intuitive: one that’s based on a deep understanding of their target users.
TASK: To design a new website or mobile app for the client. I’ll focus specifically on the flight booking process: how users search for and select flights online.
RESEARCH - Usability Test Script
Before each Session, We need to ask for consent or permission to record and get that in writing. it’s more important to do it in the era of GDPR (General Data Protection Regulation). This will also tell them what the research is for, where it’s gonna be used, who can see it and there won’t be any surprises.
We need to make a Usability Test Script in this way it’s much easier to conduct the research and we won’t miss any important informative data from the users. it is organized, professional, and time-saving. It’s important to ask the right type of questions, rehearse and know the software/website inside out before performing the research. Read verbatim from Script rather than adlib.
Note Taking
Notes from Usability test # 1. The user was tasked to book travel from Cork to Faro with 2 Adults. Website use was Aer Lingus.
AIRLINE USER 1 - INTRODUCTION
The user is from homemaker from Drimnagh Dublin.
She uses Ipad or iPhone to access the net.
She Uses an app for ryanair & aer lingus.
She Travels for pleasure.
She had 2 holidays and 3 mini-breaks this year.
She Books flights mostly online.
She Never uses aggregator sites.
QUOTE on booking: "seven of us was going, so it was the 2nd trip over. so I already have the details, like on my phone. logged in and went looking for the day. went looking for the day and time that suited and coming back as well. It was very straightforward"
QUOTE: "price first of all then time for importance"
COMMENT on compare prices: her sister-in-law was on Aer Lingus and she was on RyanAir comparing the prices, same time, same place, face to face"
COMMENT on responsible for booking: "I was because we've done away with the Aer Lingus for the price."
USABILITY TEST ON AER LINGUS SITE
(MAIN/HOME PAGE)
ACTION: *user types Aer Lingus to in google and selects the site according to google results*
QUOTE: "sometimes I hate when you go onto Aer Lingus and then it will come up Aer Lingus but flights for something else"
ACTION: the user is looking for the airport selects "cork" on the drop-down menu on the top part of the site. sees the language English but didn't change and hit confirm
ACTION: user tries to read all the header menus above(gets a little confused & lost) and its sub-menus to find "book flights' '. didn’t see the results of her current search and has to try another way
(BOOK FLIGHTS PAGE)
QUOTE: "straight away when I went out there I did airports, has come up with that, it’s the cork I want to go from. there's also an option from, return flights or if you only want it one way. so I'd have a link here to pick the chosen airport I'm flying to, then I want to put my dates in"
COMMENT ON "add promo code" - sometimes you get a promotion offer, it could be a number or a mixture of letters and numbers or whatever. you can put it in there and get a discount. I've never had one myself, mind you but"
ACTION: user selects the date on the pop-up calendar rather than type.
QUOTE: "I just want to make sure it's the right day. I haven't done that I always go to the popup calendar"
ACTION: the user sees one passenger selected and changes to 2. didn't see the search flight button & presumed that this would be updated down and the page would be longer.
QUOTE: Maybe a more stand-out color, you know it just blends in.
(RESULT PAGE FROM CORK TO FARO)
QUOTE on the flight results page: "it has dates on either side of it as well. if I want to go earlier or a day later. if my option wasn’t available instead of having to go back to the link and put the other dates in. so that does work. straight away I can see that the only day available besides the 26th of October is the Thursday beforehand. it gives me the flight time and duration which is great":
QUOTE: "so both of them are there, so I would click on the fares.*
ACTION: user can’t find where to book and gets lost. tries to click text on her chosen dates to see if that works
COMMENT: the user is not sure of what her current price is when asked. and it's actually still 0
QUOTE: I thought there should be something there, although I can't actually book the flights.
ACTION: user realizes that she has to select the economy green button to select the "savers package" for it to add up in total.
COMMENT: when asked what to do with her return she forgot how she did it with the first one.
QUOTE on price lock flight: "locking the price so that when I come back they're not going to be more expensive"
Usability Test
Another Usability Test Conducted. The user is from Newyork and Task to book a flight to California for 2. Using 2 airline sites Delta & American Airlines.
