A travel company designed a new tool that allowed users to manage and book all trip details using one interface.
Improve usability of travel website and mobile experience
Challenge
The company wanted to optimize the usability of the website and mobile site to ensure it was easy for users to book travel. The tool promised to consolidate travel logistics.
The company was simultaneously conducting global testing and they were looking for a US testing partner.
Approach
We conducted a remote mobile usability study to evaluate the trip planning process. The remote lab we designed enabled us to watch participants use their own devices and screen capture each interaction.
Outcome
We identified pain points, sources of confusion, inaccuracies, and receptivity to the tool. We also provided design recommendations to improve terminology and content. Ultimately, with some optimization, users found the tool valuable.