How it started...
There are a lot of airline companies offering their services at the market. You can book a flight on websites or using their mobile apps. But how good is this experience for you? How easily and smoothly can you go through all stages of the booking process?
One of the biggest airlines low coasters has ordered large-scale research and alternative visions of a perfect mobile airline app.
My task was to analyse 4 different airlines mobile apps: Aer Lingus, Ryanair, KLM, and Wizz Air and created the benchmarking table with marking pros and cons of each stage for each app. I conducted several usability tests where users were going through all stages of booking process on mobile apps of Aer Lingus and Ryanair with preset test script. Also, I organised several interviews with users shared their experience of planning trips and ordering flights; and created quantitative online survey using SurveyMonkey with 10 questions and 56 responders.
Based on the gotten data I created the affinity diagram, customer journey map and flow diagram which helped me to organise the information I got from research and created some understanding how the future app will be built like.
October 2019 - Feb 2020
