To learn more about existing problems with airline apps I used the research methods below.
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To enhance the validity and reliability of results I triangulated the findings, to develop a comprehensive understanding the of user needs and preferences.
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Online Survey
Why
To engage with users and get insights into their preferences and behaviors.
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14 respondents
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6 questions
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Key Insight
Most users of airline booking applications often experience frustration and confusion because of the seating and baggage selection process when
booking a flight.
​Why
Heuristic evaluation of selected airline apps against their industry peer to identify strengths, weaknesses and areas for improvement.
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4 international low budget competitor airlines
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focus on mobile app booking process
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heuristic evaluation
Key Insights
The mobile airlines apps that performed best in the evaluation where those that stuck to conventions, used affordances and constraints to sign post and provide the user with feedback through the booking process.
Why
Observing users interact with selected airline apps firsthand, helps me to "walk in the users shoes" and to provide qualitative insights into usability issues and user satisfaction.​
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1 user
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2 tasks
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2 airlines
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60 mins
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Key Insights
Welcome screen navigation, fare and seating information were the main pain points for the user.
Note taking
Why
Observing users interact with selected airline apps firsthand, to provide qualitative insights into usability issues and user satisfaction.
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3 users
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2 tasks
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4 airlines
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60 mins
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Key Insights
Welcome screen navigation, flight / fare information and seating price and selection information were the main pain points for the user.