Note Taking - Case Study - No.1

Pain points
KEY : Supporting notes - Behaviours - Actions - Conductor Quotes - Applicant Quotes - Reference points -
00 : 00 : 00 Introduction
Conductor - Dan
Tested applications:
- Airlingus (Test no.1)
- Eurowings (Test no.2)
- Introduction
- Interview
- Usability Test
00 : 04 : 00 User Background Questions
What’s your current occupation?
Full-time carer to three children.

Lives with her elderly mother and husband.
Where do you live?
Citywest, South Dublin, Irland.
How do you access the internet?
“Mostly on my phone but sometimes on the laptop at home.”
Comfortable using multiple devices.
Do you use broadband at home?
Yeah
Do you use mobile apps on your phone?
“Yeah, I use loads like travel, buying and selling, food and drink. Like
thinks like Amazon Dominos lewis when coming in today. loads games
I have games.”
Categories - travel, Buying and selling, food, and drink
Examples - Amazon, Dominos and Lewis
Whats sort of travelling apps do you use?

- Lewis
- Dublin bus
- Irish ferry
- Airlingus
- Ryanair
- Google Maps
Organised - (This is all kept categories in a folder titled ‘Travel’ in her phone)
Already had past experience with test no.1 ‘Airlingus’
What is the purpose of your travelling leisure or business?
“Summer holiday to France”.
Irish Ferries - Online Check-in and online updates.
Lewis - “Real-time updates for stops”.
Dublin Buses - Real-time information / Updates.
Airline apps - Booking flight’s, availability and checking cost.
How frequently do you fly?
“Possibly once a year.”
“We went to France by Ferry” (Alternative travel)
“We went to Amsterdam this year and yeah we flew”

(Will have used an Airline more frequently)
How do you book your flights?
“Generally books a flight online as I’lI find it difficult to go through travel

agents now particularly just for flight.”
Reason - Don’t find that she receives exemplary customer service / feels
like she is encouraged to do it online anyway.
Struggles to get through to customer services so would generally avoid

Pain points
it unless it was essential.
Where do you book your flight’s online aggregators (Price comparisons site)
or directly through an airline company?
Well aware of what an aggregate website’s although more inclined to go

direct to find a flight.
How do you find/establish which airline you choose to go with?
Looking up each airline and see if they have the available routes to
Pain points
the there desired destination.
Predominantly uses - Airlingus and Ryan Air.
Could you please describe the last experience you had with booking
a flight online? (Flight reference destination Amsterdam)
Made the decision - October / November last year.
Reason - To visit Freinds who live in Amsterdam.
Dates established - To cater to the children’s school holidays.
Initial Search - Pricing
Applications used - Airlingus and Ryanair.
Flight Attendees - 2 Adults and 3 Children
What is the most important thing when booking your flight?
Short flight - Pricing and date
Long Flight - Less price-conscious and willing to pay more for

the comfort/Experience.
The main point would be price-conscious dependent on the distance

and duration of the flight. Would be more inclined to pay a little more for
a long haul flight for more luxury/comfort to make the experience a little
more pleasant.
How did you find your find the search for the cost of the flight to your desired
destination within your prefered time frame?
“I went via both app (Ryanair and Airlingus) on the phone via the app.”
Why did you do that rather than on your laptop?
“I have the app there on my phone. I dunno it’s just easier rather
than logging on online”.
How did you compare the prices between Ryanair and airlingus?
The users went through the entire process on each application

selecting destination, date, passengers and baggage to get an
overall quote for both airlines.
Did you book on behalf of everyone, or did you need to share this information
to make a joint decision?
Information was shared verbally between both parties involved financially.
Flight time was also discussed to ensure it was appropriate for the
younger passengers. Willing to pay more for the convenience of travel

which is less likely to exhaust the children.
How did you share this information such as costs?
“Just Verbally”
“Do you mean as a pose to him being in work and me emailing him?”
This shows that she has a full understanding of the question and alternative
ways of doing this.
00 : 13 : 45 Test no.1 Mobile Application ‘Aer Lingus’
The Task To Complete
Location (where you live) - Cork
Duration of the trip - 1 Week (7 days)
Destination - Portugal Faro
Dates - Departure - Monday, October 28 Return - Friday, November 1 (You have

the option to fly out from the Saturday before, and you are flexible on when you
leave from Cork.)
(Dan - provides a pen and note pad to document the information being
provided verbally)
Passengers - 2 People (no stipulation of further details)
00 : 15 : 48 Task Starting Point (Home Page )
Dan - Please Show me how you would do that?
“Okay, I think I would go straight into ‘Book a Flight.’

(Large DTA displayed on the home page) *Clicks on DTA
“And I would be after a return flight which is correct.”
The user see’s that out of the two tabs ‘one way’ and ‘Return’. The return
tab is already clearly highlighted.
Pain points
Dan - What can you see on this page, and could you please explain what it is?
Select’s destinations (Flying From)
“First Thing I would do is check that it is a return flight. Obviously we

aren’t going from Dublin we are going from Cork so that would be the
first thing I would change”.
On opening ‘Flights from’ the application has used the users mobile GPS
setting to try and establish the nearest airport to the users current location to
Pain points
filter the selection.Alternatively the selection is provided in an alphabetic list of
the available airport (no information has been provided at this point for airports
near to the user’s location)
The user manually scrolls through this as opposed to using the search bar or
letter keys down the side.
Why?
“no, not really...”
00 : 16 : 16 Selecting destination (Flying to)
The application automatically directs the user to select the return flight. The
display is duplictaed with the same Alphabetical list od available destinations
although with ‘recent searches’ displayed at the top of the display.
“Oh Faro has come up in the recent search here, but I would have probably
scrolled through if it wasn’t there.”
The user has a clear preference to scroll manually throughout the information
rather that using the alternative search options.
00 : 16 : 51 Establishing the number of passengers
Passneger quanities display - clear, simple stepper display, Options titles

with additonal breakdowns and a DTA to progress from this point.
‘One adult already esyablished’ adds as additional adult without any

hesitation by the user tapping the ‘+’ icon displayed next to the category. -
Confident action.
00 : 17 : 09 Selection of the dates.
Following the stages in the order which they are available in (one motion
scrolling down)
Scrolled through the calendar doesn’t to hesitate to find the October month
(confidently navigates through this).
“So I’m looking for Saturday the 26th for seven nights. Soooo that would be
coming back on Saturday the 2nd. Now that says eight days but still 7 days.”
The user gets slight confusion when reading the information generated at the
top “8 Days Selected” and hesitates but used the calendar to refer back to
what has been highlighted to be confident in her selection.
00 : 17 : 36 Outbound flight details (costing, dates and time)

“Okay so. (hesitation) €132 on a Saturday that would be okay for me.
There’s obviously only the on flight as it is showing me one option.”
Confusion in the wording used.

“Saver personally on this occasion although I’d have no idea to the

advantage of Plus and Advantage.”
Confusion/lack of confidence - Lack of information supplied
Clicks onto the flight to try and establish what the benefits are with these.
Confused as this has changed the dates
“I don’t know why that would happen because I want...”
Returns back to the origional flight offer confused without the information
which she was after.
Notices the info button located at the bottom “Compare fare benefits”
acknowledges that this if where her answers are.
“to be fair, I wouldn’t look at those”
User assumes that there would be a breakdown on opening the option to

what the cost would cater for and is confused to why this isn’t available.
(Hasn’t changed her mind sticks to the cheaper option)
What would you assume “compare fair benefits” would show?
Baggage offers, priority seating etc.
Opens the Information option.
User is instantly very interested in the information and starts to

go through this in detail.
Dan - how do you feel about this page? Is it clear?
“There’s a lot of reading I don’t think I could be that bothered and

I think I’d need my glasses”
Overwhelmed - A lot of information to take in and questionable on legibility

as the user requires her glasses.
“it wouldn’t be worth paying extra for these things.”

Pain points
“Id possible look at the ‘plus’ thing although if it was added on the page
below this option, I might have been more inclined.”
Information clearly isn’t displayed to it’s best benefit.
Selects saver
00 : 23 : 11 Flight Booking - ‘Return’
Instant confusion over the display of information.
Pain points
Is that my return date?”
Has to read the date on display allocated to the particular flight to

establish the current point in the user journey.
Clear title and header could prevent this.
Dan- what is the €106.99 there for?
“Its the cheapest flights”.
Assumptions made by the user - Flight avliability is displayed on the screen
What are those things next to that?

(referring to the Iso-type displayed)
“No flights available on those days.”
A confident and clear understanding of the iso-type.
The user selects the cheapest option displayed.
00 : 23 : 20 Flight Summary
During each action made by the user, the application provides live
costing updates adding or detracting from the total by the action made
by the user. The user notices the total at €479.96 and seems confused
although continues to proceed.
Element of confusion
“Share option is useful but not particularly for me.”
Clicks to see WhatsApp and surprised how easy it is.
Doesn’t see a value in the save option due to the limited flight available.
00 : 25 : 20 End of task - Review

Refernece Points
“It’s straight forward it not really rocket science. You know there one option
each way. It was clear enough the price came up immediately.”
Confident
Limited options made simplifying the availability
What are you Likes and dislikes wih this mobile application?
Likes:
- It’s easy
- Not a massive amount of information to input/select from
Dislikes:
- It needs small breaks downs to make it clear and get the customer interested
and ensure there are no surprises within the users process.
00 : 26 : 42 Test no.2 Mobile Application ‘Eurowings’
The Task to Complete
Departure - London
Arrival - Barcelona
Date - Instructed to repeat the previous set dates
Passenger - 2 Adults
00 : 28 : 41 Task Starting Pont (Home Page)
What do you see on the home stage, and what would you do next?
“So I’ve never seen this app before. So I’d possibly be inclined to
look at “low fair calendar” or “book flights”.
Discusses all options on the screen with a clear understanding.
00 : 30 : 31 Stage one - Low-fare calendar
“I suppose id look at that low fare calendar to see what that is about?”
Something that the user is unfamiliar with but curious too.
Adds both destinations with confidence. The layout is very similar to

the previous test.
Scrolls down to the calendar “Outgoing flight” with confusion selects the date
October 26.
“Oh, it just happens that there is a flight available on the 26th so I’ll tick that.”
Assumes the price highlights the availability.

Pain points
Is left confused on how to proceed and doesn’t seem confident.
Continues scrolling to find she hadn’t noticed that “return flight” are
simply below the previous stage.
Finds and selects November 2 with confidence.

Goes to proceed but is confused to why the “book flights” DTA is unavailable.
Retracts on herself confused.
Pain points
Selects “Update” located before the calenders which were previously passed
without any notice.
“Looking there is no return flight then as there is no price there? so

assuming that is obviously not going to work.”
Dan - Highlights there is a little flexibility to change “When you leave
to still do the seven day holiday”.
“Well there is no prices around there so I’d assume that isn’t an option.”
User is confused and advised to see what alternative airports are

available from London.
Uses the alphabetical selection tool down the side “L” to find available
airports in London. Selects “London Heathrow”
Use’s clear ‘Update’ DTA to refresh.
Goes back through the calendar options and questions the prices
available to make a price comparisons
“Your Fair: £259.98 per adult.”
Highlights the price is per individual.
“Now I would probably look at doing the flights independently to see

if that was any cheaper.”
Restarts the process with the ‘book flights’ option.
“Yeah see that’s really good as it gives the option of all airports and
there see that’s really good as it’s remembered my dates there.”
Users see the benefits of the additional information provided.
Impressed, it’s made it easier by remembering the dates - satisfaction.
Reviews all information and notices that not everything has been
Refernece Points
remembered. Has to add the additional passenger.
Clicks search now everything is correct and is presented with a Breakdown.
The user navigates through this stage a lot easier and notices little things
which are highlighted.
“So that only has two seats left.”

Purple sub text spotted. - Alternative colour used to emphasise the information
Can’t work out why it won’t allow her to select “continue to Step 2” DTA.
Moment of confusion.
“Oh okay, I see you have to select the actual flight there.”
DTA/instructions could be made more apparent at this point to prevent

the confusion.
Cost break down is displayed
“So see this now is what I was saying about the Airlingus one this is
telling you that you’ve got your hand luggage, search charge etc.”
Being provided with the breakdown of what the pricing includes give the user
more reasoning to review the higher-priced options as they are aware of the
benefits with the extra cost.
From the option breakdowns the user then has to select from the
options available although has full information.
“I’d be inclined to go for the smart one (Higher priced flight)”
Dan - Did seeing a break down of what this would be included in the
pricing influence you to go for the higher-priced option?
“Yeah possibly yeah.”
Previously there was no hesitation to selection the saver option although now
more inclined to go for the higher valued flight as the information provided gives
the user more confidence.
*User highlights that the app is in pounds as a pose to her national currency
Euro’s
“At the start, it would be nice to see an option to convert that into euros.”
Opts for the higher priced flight.
Moment of reality - The user acknowledges that this would stretch her budget
past her comfort point.
What does this mean ‘Add flex-option?

(Rebook and cancel flights up to 40 minutes before departure.)
Pain points
“If something changes at short notice you can change it by paying the premium.”
User doesn’t notice the ‘information’ Icon provided to support the user.
“Sub Total £545.96 that presumably for two people?”

User is confused and not informed.
Dropdown bar beside the price for a breakdown isn’t noticed.
Pain points
satisfied with her decision and continues the process
00 : 33 : 16 Stage: Book Flights
The section includes Booking Luggage, Choose seat, Special

luggage and pets, Special assistance and rental car.
The user selects - Booking Luggage.
Display - ‘Luggage overview’ passenger one and passenger two.
“23kg included in far. so I wouldn’t need to add anymore onto that.”
Returns to ‘Book Flights’
Selects - ‘Choose seats’
“Oh what’s going on here then.”
Confusion
“I don’t remember seeing anywhere that this was a two-stop flight.”
frustrated by the delay in the information.
“I’m done with this now. I’m not interested.”
Goes back to the home stage and still can’t see any acknowledgement
that the flight contains stops.
“That’s very, very misleading.”
Dan - Ask’s the user to continue with the process just for research benefits.
Spots the information of the flight containing stops
“Oh I see it there, but you’d very easily scroll by that.”
“To me, that should say London > Calone - Calone > Barcelona.”
Refernece Points
A suggestion of how to make this more informative and more transparent for
the user.
00 : 41 : 00 Seat Allocations
“So I’m assuming I can’t click the purple ones”

(these are seats with more legroom)
As this loaded displaying at the midpoint of the plane, the user has
acknowledged the key, and this has now created confusion.
After reading the key establishing that she would be more suited to the “Blue”
seats (standard seat)
Dan- “so how did you establish that?”
“So the seats are purple, and the writing is purple.”
The confusion was created by the colour coding not being strict enough. (Purple
writing in the reference “These seats are only available with BIZclass fares”)
On each click, the seat selected is added to the user profile before
picking the partners seat.
“Now on some sites, you get the option for the same seats on the way back.”
Referencing something which has simplified previous experiences.
Completes the additional information and applies this.
Returns back to “Book Flights” section.
Dan - can you tell me about the options available
User - user lists the additional options and states that these wouldn’t benefit her
(special luggage etc.)
00 : 43 : 16 End of the test - Mobile Application Eurowings
Quick evaulation to complete the test and get more of an insite from
the users esperince on the two tasks.
What did you think of this experience?
Yeah, it was fine! Other than the stop thing. very very unclear.”
Customer frustration / confusion
Suggestion: Apply an option to select between direct flights and one’s which also
have stopovers to rule out the confusion.
Were there any features which stood out to you?
Home page displayed a lot of options/information book a flight, fares, etc.

Pain points
“it would be good if you went into the book a flight option and it added
the fares to the calendar layout.”
“It’s better to see the price comparison from one place.”
Alternative suggestion to deliver information.

Was there anything which you expected to see and you didn’t?
User likes the informative sections which displayed exactly what was covered
within the cost, which made her more inclined to spend a little more.
Pain points
The user is satisfied with a clear level of communication.
Was there anything which surprised you to see?
Everything was as expected in regards to the requirements and information
available.
00 : 46 : 49 Time of completion
Refernece Points

Note Taking - Case Study - No.1

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Note Taking - Case Study - No.1

Uploaded by

Copyright:

Available Formats

Pain points

- Airlingus (Test no.1)

- Eurowings (Test no.2)

00 : 04 : 00 User Background Questions

What’s your current occupation?

Full-time carer to three children.

Where do you live?

Citywest, South Dublin, Irland.

How do you access the internet?

“Mostly on my phone but sometimes on the laptop at home.”

Comfortable using multiple devices.

Do you use broadband at home?

Do you use mobile apps on your phone?

Whats sort of travelling apps do you use?

Already had past experience with test no.1 ‘Airlingus’

What is the purpose of your travelling leisure or business?

“Summer holiday to France”.

Irish Ferries - Online Check-in and online updates.

Lewis - “Real-time updates for stops”.

Dublin Buses - Real-time information / Updates.

Airline apps - Booking flight’s, availability and checking cost.

How frequently do you fly?

“Possibly once a year.”

“We went to France by Ferry” (Alternative travel)

“We went to Amsterdam this year and yeah we flew”

How do you book your flights?

“Generally books a flight online as I’lI find it difficult to go through travel

Struggles to get through to customer services so would generally avoid

it unless it was essential.

Well aware of what an aggregate website’s although more inclined to go

Predominantly uses - Airlingus and Ryan Air.

Reason - To visit Freinds who live in Amsterdam.

Dates established - To cater to the children’s school holidays.

Initial Search - Pricing

Applications used - Airlingus and Ryanair.

Flight Attendees - 2 Adults and 3 Children

What is the most important thing when booking your flight?

Short flight - Pricing and date

Long Flight - Less price-conscious and willing to pay more for

The main point would be price-conscious dependent on the distance

Why did you do that rather than on your laptop?

The users went through the entire process on each application

younger passengers. Willing to pay more for the convenience of travel

How did you share this information such as costs?

00 : 13 : 45 Test no.1 Mobile Application ‘Aer Lingus’

The Task To Complete

Location (where you live) - Cork

Duration of the trip - 1 Week (7 days)

Destination - Portugal Faro

Dates - Departure - Monday, October 28 Return - Friday, November 1 (You have

Passengers - 2 People (no stipulation of further details)

00 : 15 : 48 Task Starting Point (Home Page )

Dan - Please Show me how you would do that?

“Okay, I think I would go straight into ‘Book a Flight.’

“And I would be after a return flight which is correct.”

Select’s destinations (Flying From)

“First Thing I would do is check that it is a return flight. Obviously we

“no, not really...”

00 : 16 : 16 Selecting destination (Flying to)

00 : 16 : 51 Establishing the number of passengers

Passneger quanities display - clear, simple stepper display, Options titles

‘One adult already esyablished’ adds as additional adult without any

00 : 17 : 09 Selection of the dates.

00 : 17 : 36 Outbound flight details (costing, dates and time)