TAKING TOO LONG?
CLICK/TAP HERE TO CLOSE LOADING SCREEN.
Do you drink coffee?
Ivan Vasilev

Note taking

After the usability test has been conducted and recorded it should be watched and notes should be taken. Users are asked about their travel experience and what they are usually do while booking a flight online. They are also asked about their last trip and which were their main problems and the communication channels they used. Afterwards they perform a test with particular goal to book a trip on desktop versions of the websites of Aer Lingus and Eurowings.

Desktop usability test 1

Last trip of the person:
1 day trip to Liverpool with Ryanair
Most important :
1. Price 2. Times

Task 1: Book flight from Cork(ORK) to Faro(FAO) for two adults

Dates: Mon, 28 Oct (preferences to Sat) to Fri, Nov the 1st with Aer Lingus

Start search page

+/- Promo code is clear, but not useful in this particular task
+ For the dates uses the mouse instead of typing them, because it is easier presented
– Can’t see the CTA button /problem with the color?/

Availability page

+ It is good that the user can see directly on the page if previous dates are available
+ Flight time is presented good
+ Flight duration is presented good
– There is only one option per day available
+/- All the information need is presented in the collapsed view of the flight (no need to open the details)

Select fare step

? What is “Tier Credits”
– No need for PLUS or ADVANTAGE fares
—(critical) She can’t find where to click and book (opens and closes without selecting a fare –
maybe because of the colors and wording – CTA)

– She doesn’t see the Total price at the top!
– For the second time she can’t see/find the fare for return flight
? “Price lock” – she can’t understand the exact purpose of this future.

Final thoughts

The biggest problem according to the user is the lack of proper call to action button (text and color) while selecting the fare – there was only the amount and not for example “Select price/fare” or “Choose this fare”. She found the selection of preferred airport at the beginning useful. Also the information about what’s included in the fare is well presented.


Task 2: Book flight from London(All) to Barcelona(BCN) for two adults

Dates: Mon, 28 Oct (preferences to Sat) to Fri, Nov the 1st with Eurowings

Start search page

+/- Can not find directly “Book” section and clicks Discover
– Does not like that everything in on one place – Hire car book Hotel etc.
+ She sees/uses LON(All airports) from the list below
– Directly hits CTA without filling the dates
+/- While selecting dates she types instead of picking with the mouse – the system leads her so
+ CTA is much more clear that Aer Lingus

Availability page

– The flight is too short for stopover
– There is no clear differentiation between “Select departure/ return flight”

Fares section

– She can’t understand if the price is for one or for two persons
+ Open jaw – warning message pop-up is clear
– No need for ADD-ON page according to her

Final thoughts

She likes the selection of dates and says that the overall experience is good. The website is easy to use. The pop-up message showed at the right time. User is not aware of the number of passengers for whom she is booking for.

Desktop usability test 2

Last trip of the person:
1 day trip to Manchester with Ryanair and then train to Liverpool (using Skyscanner)
Most important :
1. Price 2. Times 3. Dates
User likes the Matrix display of fares in the calendar of Skyscanner

Task 1: Book flight from Cork(ORK) to Faro(FAO) for two adults

Dates: Mon, 28 Oct (preferences to Sat) to Fri, Nov the 1st with Aer Lingus

First impressions (Landing page)

– Too many ads
– One extra step to select preferred airpot
– Only one language to choose from (English)

Start search page

– Too many ads for second time (last minute deals)
+/- No particular opinion on “Promo code”
+/- Picks the date from the calendar instead of typing
– No days/nights shown for the entire trip
– The user has to count the nights
– No difference between days and nights (moderator leads the conversation in wrong direction and “force” the user to an answer)

Availability page

+ 7 (+/-) days-display is a good period to show flights
– Flight details tell nothing new
– For example type of plane is not shown
? What is Tier credits

Fares selection step

– There is no good explanation why the user should pay more for more expensive fare
– Some benefits of the fare are not self-explanatory but doesn’t have ? icon like others
-/+ Mixed feeling about the price lock feature
-/+ After reading the “more info” understands the “lock fare” feature better – per flight/per person
– Error display -the exclamation mark- doesn’t say which flight is no more available

Final thoughts

+ Better than Eurowings
– Not every item on fare info has “i” icon
– Lots of ads
– Only one language to select

Task 2: Book flight from London(All) to Barcelona(BCN) for two adults

Dates: Mon, 28 Oct (preferences to Sat) to Fri, Nov the 1st with Eurowings

First impressions (Landing page) / Start search page

– A lot of ads on landing page
– Low fares calendar doesn’t work
– If not fullscreen – start search form not visible because of too much ads
-/+ User types Barca instead Barcelona, which leads to “No results”
– Inputs are small and the calendar is huge (2/3 of the entire screen)
-/+ Types instead of picking the date from the calendar
– Stay measured in days not nights – 8 days = 7 nights (important for the hotel booking)
(critical) Prefers direct flights (there is none)
-/+ Filter for direct flights
– The website is very jumpy

Availability page

– There are only 5 days to choose from
-/+ The user prefers to spend $20 more for faster flight instead of spending them on the airport while waiting.
-/+ “4 seats left” urge the user to book

Fares selection step

+ Better price comparison that Aer Lingus
? What are these small numbers (4 5) instead of *
? “Add flex” – option
-/+ User didn’t select return flight
– Problem(bug-text) on overlay with $2 with the button “close”
– Next step not translated – in German

Final thoughts

According to the user the website of Eurowings looks cheep and it is very jumpy. The calendar on start search page takes too much space and covers the start search form entirely. They have better overview of the fares (compared to Aer Lingus), but also show only 5 days to compare on availability page. Finally Skyscanner does the pricing better.

Category: Usability testing, User research

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