Airline Check-in App
Air travel is full of anxiety-inducing moments.
A back-up alarm for the back-up alarm. A reminder to remember where you parked. Waiting in a line to wait in another line. Travelers have enough on their mind. The app needs to be one of the easiest parts of their day.
Understand & Define
Discussed features, business rules, processes, integrations and constraints. Identified the core MVP features and outlined known user scenarios.
Mined for additional "data"
Collecting customer service feedback based on web check-in. Reviewed usability of existing web check-in features and flow with stakeholders.
Informal diary study
Engaged colleagues with upcoming travel plans to take screenshots and notes of their day-of-travel experience using competitor’s apps.
What else is going on around the user while they are using the app? What are the various touch-points the user has with the business?
Downloaded airline apps and reviewed features and design. Read app reviews to identify common pain points (performance/bugs are common issues).
Ideate & Prototype
Creating the prototype
Created a simple prototype of the "Happy Path" as a baseline. Layered in user scenarios (and their challenging business rules) to determine general information architecture and content variables. Further developed the functions and flow of the experience and began to shape and style the user interface.
Remote user testing
Remote user testing was done by a 3rd party partner to get feedback early on the core check-in flow.