UX Solutions
Angela Campos
UX Designer
Customer Flow
During testing, users filled out passenger info using the flow pictured below, primarily due to a lack of affordances to indicate a quicker and alternate way.
In this instance, flow could be vastly improved, benefiting user and business goals by raising customer satisfaction scores 5-10 points. (McKinsey,Capturing the digital opportunity in airlines, 2018)
My aim was to speed the process in a consistent manner, borrowed from established norms. The new flow requires less work, made possible in part, by adopting the keyboard adaptation present during search functions on IOs & Android. In this case, the return button is highlighted and rotates between Next and Go. Click play in the center model to see this in action.
Passenger
Info
UX Solutions
Return
The return button was changed to reflect appropriate next actions. Users who default to the flow of tapping done after each entry are served a one time hint overlay. Thereafter, they are free to choose their favored method for field navigation.
Name
The name field reduced to one line, as opposed to 3 (first, middle and last.)
D.O.B
Birthdate is now typed; hint text was added to facilitate format comprehension.
Highlight
Active fields highlighted and the Next button is greyed out /inactive until the current field is completed according to established rules and validation.
In
Summary
Further Improvement
I'd recommend an examination into the check-in process on airline apps, which represents the third largest set of use cases.
Along with this, an increased level of personalization would be great to drive customer loyalty. For instance, displaying the appropriate home screen for a logged-in user with an upcoming flight, i.e. show the check-in screen if within the appropriate window of upcoming travel.
Features to Consider
Biometric login
Biometric checkout
Ability to remain logged in
Auto passenger info entry
Dark theme
“What's going on here...I don't remember seeing anywhere that this is a two stop flight. I'm done with this now”- Eurowing User
Low
Med
High
Prototypes