To create the best flight booking experience usability test was an absolute must. I decided to process with usability test and an in-depth interview.
• 2 usability tests on two different airline website.
• 1 in-depth interview
I conducted and moderated both the usability tests and the interview. During the sessions. I take the chance of taking notes and observing the sessions.
Ahead of the usability test session, I needed to define my research objective to narrow my focus.
Usability test objectives:
– Identify user behaviours on Wizzair and Ryanair websites.
– Find out which sections working well during a booking process
– Find sections what could be improved during the booking process
- What are the overall feelings about the website?
Once having my research objective, I have prepared a test script to keep the session on track and steer it back in the right direction if needed. It was key to maintain the interview conversationally without making the user feel like being interrogated.
During the session, I asked the user to complete one task: to book a flight to Budapest with a specific requirement such as add ‘baby equipment’ or ‘music instrument” on two airline websites taken from the benchmark analysis.
The way they progressed through the booking process was really eye-opening for me. There were steps that they struggled with or simply didn’t find how to go to the next step. They didn’t find features that they looking for or accidentally added extras that they never wanted without knowing it.
In the mean time I was created an online survey what I used for learning more about how people are using airline website to book their trips.