Case Study

Airline Booking

App Design & Research

📖Project Overview:
This case study focuses on redesigning the airline booking experience to address pain points and improve overall user satisfaction. The goal was to create an intuitive, user-friendly interface that simplifies the booking process and enhances the user's journey from search to checkout.

🔍Problem Statement:
Frequent travellers often face frustration with the current airline booking systems due to complex navigation, lengthy booking processes, and lack of pricing transparency. These issues result in a high drop-off rate and decreased user satisfaction.

🎯Objectives & Goals:

Simplify the navigation to enhance user flow.
Reduce the number of steps in the booking process.
Increase pricing transparency to build user trust.

🗂️Research Phase:
To understand the users' needs and frustrations, we conducted extensive research, including:

1. Surveys

Distributed surveys to gather insights on user preferences, booking behaviours, and key features they value in an airline booking system.
Collected quantitative data to validate and support the research findings, helping identify critical pain points and user needs.

2. Competitive Analysis

Analysed popular airline booking websites and apps to identify best practices and areas for improvement.
Evaluated competitors on ease of use, visual design, and functionality.
Conducted user testing on 3 competitors to gain more insight into current pain points and successful features.

3. User Interview

Gathered in-depth qualitative insights on user experiences with airline booking.
Identified common pain points such as confusing navigation, lengthy booking processes, and lack of clarity in pricing and options.

📁Key Findings
The research highlighted several critical areas for improvement:

Complex Navigation: Users found the existing navigation confusing, leading to frustration and drop-offs.
Lengthy Booking Process: The booking process had too many steps, making it time-consuming and cumbersome.
Lack of Pricing Transparency: Users struggled with hidden fees and unclear pricing, leading to mistrust.

🎨Design Phase
Based on the research findings, we set out to redesign the booking experience with the following objectives: Simplify Navigation, Reduce Booking Steps & Enhance Pricing Transparency. This was done by creating wireframes & prototypes:

Low-Fidelity Wireframes: Developed initial wireframes to outline the new layout and structure.Conducted usability testing with a small group of users to gather feedback and make iterative improvements.
High-Fidelity Prototypes: Created high-fidelity prototypes using Figma, incorporating visual design elements and interactions.Ensured the prototypes were responsive and optimized for both desktop and mobile devices.

✅Outcome
A clean, modern and user-friendly booking system for flights that users can search, compare and pay for flights.

This project successfully transformed the airline booking experience by addressing user pain points and implementing user-centered design principles. The new interface not only enhanced usability but also fostered trust and satisfaction among users.