PROJECT 3 | MOBILE APP

NOTE-TAKING

JOSÉMACIEL
 PROJECT 3
NOTE-TAKING
MOBILE APP
October 2020
José Maciel

Positive

User’s Suggestion

Negative

Mobile Usability Test 1

User profile 3

Usability Test - Aer Lingus Mobile App 3

Overall - Aer Lingus 4

Usability Test - Eurowings Mobile App 4

Overall - Eurowings 5

Mobile Usability Test 2

User profile 6

Usability Test - Aer Lingus Mobile App 6

Overall - Aer Lingus 7

Usability Test - Eurowings Mobile App 7

Overall - Eurowings 8
NOTE-TAKING Positive

Mobile Usability Test 1

User’s Suggestion

Negative

Time
User profile Stamp:

Housewife, mother of 3 from City West, Dublin City. 04:13

She travels usually once a year with family.

Recent trips: France by ferry and Amsterdam by plane.
Prioritises prices and dates. Would pay more for comfort on long hauls.
Flight times are important especially when travelling with kids
She accesses the internet mostly on phone and also on the laptop
User is familiar with travel apps and accesses them to book flights and on travel commutes.
The user prefers to use the apps of the companies rather than going to the companies
websites.
User books and searches for flights on the airline’s mobile apps and does not user
aggregators apps like Skyscanner.
Discussions about the booking occur with the spouse face-to-face.

Usability Test - Aer Lingus Mobile App

The task is to book a trip of 7 nights for 2 passengers from Cork to Faro on the period 14:02
evolving Monday (October 28) to Friday (November 1st). Dates are flexible dates.

Home Screen

The user is familiar with the app and easily navigates to fllight search. 15:16

Flight Search

The information is clear, the user is sure that she is looking for a return flight and 15:56
how to navigate on this screen.

User has to change the departure airport and prefers to do that by scrolling on the 16:10
screen.

Date picker

The user seems to note that the apps display the number os selected days. She 17:32
reacts reassured that got the correct period of time.

Result Page

The user checks only the SAVERS fare. Moderator interferes asking about the other 17:50
fares

Facial The “Compare Fare Benefit” bottom was not noticed by the user, she taps on the 18:18
reaction
“Plus Fare” to find out about its benefits. It result in selecting that fare, different
outcome than what she wanted and she looks a bit confused and frustrated.

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 In the page “Compare Fare Benefit” user complains about the excess of text. 20:04

User suggest that fare benefits where highlight under fare prices, in the same 22:07
page where the fligths are listed.

Flight summary

The flight summary is clear and the user has no difficulty to find and understand 23:48
the displayed information

Share details is not a feature that she needs however she likes that it is possible to 24:04
share via Whats App.

Save Searches has no use for her. 24:44

Overall - Aer Lingus

The user was comfortable navigation in the Aer Lingus App. Her impressions are that the
process of booking a flight on the app is very straightforward and she appreciates that there
was no need to type any information.
There’s room for improvement on the way the different fare categories are displayed.

Usability Test - Eurowings Mobile App

The task is to book a return trip, 7 nights, from London (any airport) to Barcelona for the
same period and also for two people. Dates are flexible dates.

Home Screen

User takes some time to familiarise with the app with too many options on the
home page.

Shows indecision between “Low-Fare Calendar” and “Book Flights” 29:26

Low Fare Calendar

It is not clear how to select the return flight. 31:20

The lack of prices on the calendar makes the user assume that there are no flights
on these dates.

Asked about the departure airport, user change from STN to LHR and get dates for 30:40
return flights

User is not convinced that the “Low-Fare Calendar” presents her the cheapest 32:45
flights and prefers to check “Book Flights”.

Book Flights

App remembers the dates of her previous search 32:54

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 Number of passengers has to be inserted again 33:02

Results Page

Information with names of airports and the number of seats left were clear. 33:50

User got stuck on the result pages. There was only one available flight per date 34:15
and yet she would have to click on the one flight to select it, then choose the fare
options and proceed to step two.

Facial User select flight and checks the fare options. 34:23
reaction
The display of the different fares and its benefits are appreciated by the user.

Comparing fares benefits could influence her to pay more. Better than Aer Lingus. 34:50

An option to select your currency would be good. 36:17

User select flights. Details about Stops and Flight Duration are not noticed. 36:39

Flight Summary (Page with selected flights)

The page shows only a few details about selected flights (Date, Time, Airports and
Price). Options to pay extra for last-minute changes and Sub-Total.

User does not tap on the arrow-down button next to Sub-Total

User is more focused on the prices, reviews the information on that page and 37:28
continues.

Gives up User notice that her selected flights have connections and airport transfers. 38:27
Disappointed she quits the process

Moderator asks to process to continue 39:40

Only returning to the flight result pages, the user can find flight connections 40:00
details.

User suggest that the same seats should be selected on the return flights to save
time.

Overall - Eurowings
In Book Flights, the Departure Airport can include any airport in London. In Low-Fare
Calendar user has to select which airport from London. They should behave the same way.
Flight Summary should include more details about the flights, such as connections and flight
duration.
Seat Selection - This should only show seats available to the selected fare. Also, the previous
seat selection should be remembered for the return flights.

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NOTE-TAKING Positive

Mobile Usability Test 2

User’s Suggestion

Negative

Time
User profile Stamp:

The user is male, works as Hospitality Manager and lives in Dublin 5. 04:17

Uses phone and laptop to access the internet and has broadband at home.
Familiar with mobile apps, mentioned that uses for dating, commute, reading and travel.
Travel Apps: Booking.com Skyscanner, TripAdvisor and, Aer Lingus.
Travels for business and leisure. He travels at least 3 times a year. Recent destinations:
London, Paris, Berlin, Barcelona.
When booking a flight he prefers to go first on Skyscanner to compare prices.
His last booking was for a work trip. First, he compared the prices on Skyscanner on his
computer and then used the Aer Lingus App to book.
Prioritises time of travel when looking for work. Price is secondary.
Share the screenshots of boarding passes with colleagues who are travelling with him.

Usability Test - Aer Lingus Mobile App

The task is to book a trip of 7 nights for 2 passengers from Cork to Faro on the period
evolving Monday (October 28th) to Friday (November 1st). Dates are flexible dates.

Home Screen

Would first log in to the Aer Lingus app 13:39

Didn't notice the Book a Flight button 14:12

Book a Flight 14:30

Chooses to type on the airport filed, considers it quicker. 14:54

Date Picker

After selecting the departure date there was no indication that he had to select 16:09
the return date. - Poor feedback.

Result Page

The user mentions that there is no information explaining the fare differences. 17:30

Compare Fare Benefit button was not noticed. 18:07

The user gets confused looking for the details of the different fares. 18:30

There is no clear indication that the user is on the Outbound or Inbout flights 19:11
results pages

Gives up The user gives up on looking for details of the fares 19:40

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Flight summary 19:59

The user thinks that the indication about Outbound and Inbound flights should 20:26
be more clear.

Understand what the share feature is and thinks important. 20:48

He could use the Save feature. But has concerns that the company could raise the 21:07
prices.

Overall - Aer Lingus

The user considers the journey straight forward and likes that the app is clean.
The different fares were not well communicated and he couldn’t locate the details or
comparison for the fares.

Usability Test - Eurowings Mobile App

The task is to book a return trip, 7 nights, from London (any airport) to Barcelona for the
same period and also for two people. Dates are flexible dates.

Homepage

The home page is too busy 28:00

Book Flights
Choosing airports: prefers to type on the airport field. 29:11

Date Picker
Finds the calendar bigger than the Aer Lingus, although not as clean. 30:15

The indication of Outbound and Inbound Flight is more clear in the Eurowings.

Flight Results Page

Facial
reaction Unavailable flights are displayed. User is a bit confused about that. 32:07

Likes how the fare benefits are listed, he considers it much better than Aer Lingus 33:24

Complains that unavailable options (BIZclass) are displayed. "Why tease me 33:41
with something like that" - Same problem that happened when app displayed
unavailable flights.
Facial
reaction Selecting Return Flight: The information is not clear. Displaying the "One Way" 34:05
bottom when user is selecting the return flight is confusing.

User clicks on the "On Way" to find out more and he return flights disappears. 34:50

Suggest adding a signifier indicating that there are more fare options for the flights 36:24

Flight Summary

Add Flex-Options seems clear to the user 36:40

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 User does not tap on the arrow-down button next to subtotal 37:05

Step 2 Page 37:40

The only option relevant for the passenger would be Choose Seat 37:50

Step 3 Page - Choose seats

Facial
reaction The user looks confused and surprised to see that his flights have conections. 38:14

He returns to flight summary looking for details about flights connections. - Can't 38:39
find anything there

User express frustration about the stop-overs 39:09

Gives up - Would cancel the flight and look somewhere else for direct ones 39:50

Bug? App is slow returning from Step 3 Page to Step 2 Page 40:11

Repeat
Users again goes back to flight summary still trying to find any mention of the 40:39
connection

Testing the process, user repeats the process, skips "Choosing Seat" and ends up 40:51
on screen asking for Passenger Data. - Still no mentions about flight connections.
Could he have finishing booking unaware about the Flight conections.

Usability test ends 40:47

Overall - Eurowings
Overall the user describes the booking process as very confused. He is frustrated for not
noticing the details about flights connections. He points out that if he wouldn’t have tried to
choose a seat he would probably book a flight with inconvenient connections. The app should
display this information on the Flight Summary page.
Not communicating clearly such essential information as flight connections are Eurowings app
critical fault. It caused frustration for the user and the company lost an opportunity to get a
new client.
The user also dislikes that unavailable flights are shown, which seems very useless.
The way the fares benefits are shown, with its price and on the Flight Results page is good.

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