In this first project, I set out to study users interacting with two existing airline websites. Before considering the design of a new solution, I needed to understand the issues that users currently face with airline websites when booking flights, and potentially challenge any preconceptions I have about these issues.
I conducted two usability tests with two different, popular airlines and tried to discover the primary (and secondary) goals that users are trying to achieve, the context in which the products are being used, how users interact with these websites and any pain points/areas of friction.
