SKY Airline Mobile App

User testing, validation and improvement proposal for a mobile app.

Online version: https://eduardoaguayo.cl/portfolio/en.

Project Insight: the most frequent users of airline applications, as well as those who make the most of their benefits or loyalty programs, are usually business travelers: given their flight frequency, and not necessarily being responsible for costs of their tickets, they are more likely to use the discounts and benefits provided in customer loyalty programs.

About the project

Performance and experience evaluation of the new SKY Airline mobile application (MVP in beta testing), considering its flow of ticket purchases, flight check-in and purchase of additional services. I was in charge of the design, facilitation and analysis of two test rounds with a total of 12 users, contemplating an efficiency-effectiveness evaluation and the initial definition of a SUPR-Q (Standardized User Experience Percentile Rank Questionnaire) indicator for the usability evaluation in future instances.

Role overview

Unique UX research consultant for the project, providing know-how and technological infrastructure for the registration of each session (Screenflow + iPhone, alternative registration in action cam). The client company (Option) had a UX / UI area already operating, but without research specialists with the capabilities to design and execute the requirement.

Workflow

  1. We start with a review of the available background in conjunction with Option Lead UX. From the information provided by the airline, we identified four profiles of potential users, according to their flight frequency and specific travel objectives, separating between those who travel for pleasure (sporadic / frequent users) and those who travel for work (higher frequency, higher use of benefits).

  2. We defined a consistent testing plan of five main tasks, which considered different subtasks associated with the main flow. For each task, the quantitative evaluation was considered through the success rate of each activity, in addition to the usability appreciated by the users themselves through a value scale from 1 to 5. Also, at the end of each test, a SUPR-Q questionnaire was executed to identify the app's usability index, which included an NPS (Net Promoter Score) query regarding the system. Within the qualitative evaluation of each user, questions were asked aimed at knowing the opinion and identifying the cause of some problems of use, which were recorded on video each time.

  3. The tests were analyzed in depth through their respective video records, identifying frequent problems with the application in its MVP, as well as other opportunities for improvement detected based on the natural flows of use suggested by users.

  4. The delivery of the project was completely digital, concentrating all the information (videos, data tables and conclusions) in a Wiki made available to both the client and the client company.

Retrato de Eduardo Aguayo, user researcher y consultor en diseño UX.

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