Travel Booking Application for Flight Aggregation

1. Project Overview

Travel Service: Flight Aggregator Mobile Application

Device Type: Mobile (iOS and Android)

Purpose:

The usability testing aims to identify critical issues in the travel booking process and improve clarity, ease of use, and overall user satisfaction.

Goals:

• Assess the intuitiveness of the navigation.
• Evaluate the clarity and efficiency of the flight booking flow.
• Identify pain points in the search, selection, and checkout processes.
• Gather actionable insights to inform design improvements.

2. Research Methodology

Approach:

We conducted a moderated usability test with 8 participants remotely using screen-sharing tools. Each session was observed and recorded for analysis.

Participants:

• 8 users aged 25-45
• Frequent travellers and mobile app users
• Mixed demographics with varying technical expertise

Tools Used:

• Zoom (for session facilitation and observation)
• Google Forms (pre-test questionnaire and post-test feedback)
• Figma prototype (for task completion)

Tasks:

1. Search for a round-trip flight from Kathmandu to New York.
2. Filter flights by price and airline preference.
3. Select a flight and proceed to checkout.
4. Modify passenger details (e.g., add baggage).
5. Cancel the selected booking.

Metrics Collected:

• Task Success Rate
• Time on Task
• Number of Errors
• User Satisfaction (Post-Test SUS Score)
• Qualitative Observations (Think-Aloud Protocol)

3. Test Execution

a. Pre-Test Questionnaire

Participants provided demographic information and travel booking habits.

• 75% of users frequently use mobile apps to book flights.
• 50% are highly reliant on filters for customization.

b. Task Completion

Each participant completed the set of tasks while verbalizing their thoughts.

c. Post-Test Feedback

• Participants shared reflections on difficulties, frustrations, and overall satisfaction.
• SUS Score: Average 65/100 (below acceptable usability).

d. Task Success Rate

e. Time on Task

4. Key Findings

1. Navigation and Search

• Issue: Navigation icons were unclear, leading to confusion in accessing filters and key actions.
• Observation: 5/8 participants spent over 10 seconds finding the search filter.
• Recommendation: Improve the visibility of search filters using universally recognizable icons with labels.

Link to Prototype

2. Flight Booking Flow

• Issue: Multi-step booking process lacked a progress indicator, causing uncertainty.
• Observation: Users questioned whether their booking had progressed to the payment stage.
• Recommendation: Implement a visual progress bar with step indicators (e.g., Search > Select > Details > Payment).

Link to original GitHub post

3. Filter Options

• Issue: Limited search filters (e.g., no flexible dates or baggage options).
• Observation: Users could not customize their search efficiently.
• Recommendation: Add advanced filters like:
• Flexible date ranges
• Airline alliances
• Baggage inclusions

4. Error Feedback

• Issue: Error messages were vague and non-actionable.
• Observation: 4/8 participants failed to understand errors (e.g., missing fields in passenger details).
• Recommendation: Use clear, contextual error messaging that guides users to correct inputs.

5. Booking Cancellation

• Issue: The cancellation process was not intuitive, with key actions hidden.
• Observation: 3/8 participants struggled to locate the cancellation button.
• Recommendation: Surface cancellation options within the booking confirmation screen.

5. Insights and Recommendations

6. Conclusion

The usability testing revealed key pain points affecting the user experience in the flight aggregator mobile application. Navigation challenges, unclear progress indicators, and insufficient customization options emerged as significant usability concerns.

By implementing the recommended solutions, the application can improve user satisfaction, reduce task completion times, and enhance the overall booking experience. A follow-up round of usability testing post-implementation is recommended to validate these improvements.

7. References & Links

1. Mobile App Usability Testing Checklist: 7 Steps with Examples
2. This article provides a comprehensive checklist for conducting usability tests on mobile applications, including travel booking apps.
3. UX and NPS Benchmarks of Travel Aggregator Websites (2022)
4. This study offers insights into user experience and Net Promoter Scores for various travel aggregator websites, highlighting areas of strength and opportunities for improvement.
5. A Usability Study of Airline Booking Platforms
6. This academic paper assesses and compares the usability of booking airline flights on mobile apps versus websites, providing valuable findings relevant to flight aggregators.
7. The User Experience of Airline & Aggregator Websites
8. This analysis examines the usability and user experience of both airline and aggregator websites, offering benchmarks and key drivers of user satisfaction.
9. Mobile Flight and Hotel Booking Application: A Heuristic and UX Test
10. This study presents a usability evaluation of mobile flight and hotel booking applications, utilizing heuristic evaluation and user experience testing methods.
11. Best and Worst UX in the Travel Industry
12. This article reviews user experiences across various travel booking platforms, identifying common usability issues and best practices in the industry.
13. Mobile App Usability Testing: Methods, Tools, Best Practices
14. This guide explores various methods and best practices for conducting usability testing on mobile applications, with insights applicable to travel booking apps.
15. UX and NPS Benchmarks of Airline Websites (2022)
16. This benchmark study evaluates user experience and Net Promoter Scores for airline websites, providing insights that can inform improvements in flight aggregator apps.
17. The Pros and Cons of Using Travel Aggregators
18. This article discusses the advantages and disadvantages of using travel aggregators, offering context for understanding user expectations and challenges.
19. Alaska Airlines Mobile App - Usability Study
20. This case study details a usability study conducted on the Alaska Airlines mobile app, providing insights into common usability issues and solutions in flight booking applications.