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Role: UX Researcher | Duration: UX Design Institute Capstone | Methods: Usability Testing, Competitive Analysis, Affinity Mapping, Journey Mapping

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The Problem

Airline mobile booking apps frustrate users with hidden fees, cluttered interfaces, and poor information architecture. Users struggle to complete bookings confidently, leading to abandoned transactions and eroded trust in the booking experience.

Overview

This capstone project for the UX Design Institute involved conducting comprehensive usability testing on airline mobile booking applications. The research evaluated user experiences across multiple apps including MakeMyTrip, Aer Lingus, and Eurowings to identify pain points and opportunities for improvement in the flight booking journey.

Research Objectives

  1. Understand how users navigate flight booking apps
  2. Identify usability issues and friction points in the booking flow
  3. Evaluate pricing transparency and fare communication
  4. Assess the effectiveness of key features like seat selection and add-ons
  5. Generate actionable design recommendations

Methodology

Participants

User Occupation Location Apps Tested
Ankur Banerjee Designer Bangalore MakeMyTrip
Lincoln Designer Bangalore MakeMyTrip
User 1 Housewife Dublin Aer Lingus, Eurowings
User 2 Hospitality Manager Dublin Aer Lingus, Eurowings

Test Scenario

Users were asked to complete a realistic booking task: "You are traveling to Goa to celebrate New Year with family. Use the app to book flight tickets while describing your thoughts."