CASE STUDY - Android App
Leo Oashor, CEO
2 weeks Design Sprint
UX Lead, UX Designer
Heuristic Evaluation, User Feedback, In-Depth Interviews, Affinity Diagrams, User Flows, Sitemap, Whiteboard Sketches, Wireframes, Interactive Prototype, Usability Testing
Trello, Sketch, inVision
flightSpeak wanted travelers to easily find who and what matters to them the most at the airport. However, it did not. It was simply an airport directory. It was not terminal specific to the users so it was cumbersome to use.
My solution was to track leisure traveler's flight statuses, inform them of security wait time, and provide them nearby dining options based on their preferences as if they were being guided through the terminal they were at.
DISCOVER THE EXPERIENCE
flightSpeak's vision was to provide a place where an airport was no longer a place of pain, but a destination of delight and discovery. The company was founded in 2013 so why did it only have 1000 downloads from the app store?
I worked with another designer. We started with a heuristic evaluation and discovered:
The app listed all of the airport resources.
It was not terminal specific.
Users had to drill down through categories and select the terminal they were at before they can find the nearest dining options.
Field Study and User Feedback:
I conducted a field study to observe users behaviors. I knew what my experience was but not theirs so I watched:
How they engage with the app.
How they felt about the look, feel, and navigation.
How they completed a task in locating information.
What value did they feel it offered.
We hypothesized the app, flightSpeak, will create an airport concierge experience through personalization and customization. We will accomplish this by tracking leisure traveler's flight statuses and notifying them of any changes. We will provide the users with a list of nearby dining options based on their preferences and list them with airport services that are terminal specific. We will know if we have accomplished this when we see an increase in user engagement and revisits.
So we conducted qualitative research to validate our hypothesis. I wanted to learn:
How users traveled through an airport?
What challenges did they face?
What information did they desire to ease their travel?
How would they like to experience a personal airport concierge?
DEFINE THE EXPERIENCE
Our research showed:
The traveler's primary goal was to check-in and arrive at the gate in a timely manner before boarding. Unexpected flight changes caused high-stress level.
Long TSA lines generated many frustrations.
They will explore the airport only after they have checked in and passed through security.
We chose the top three themes to stay within the project timeline and they were:
Time management, and,
Explore what’s nearby.
Click on the images to enlarge
DESIGN USER'S MENTAL MODEL
My objective was to follow the users' state of mind while traveling through an airport.
I created user flow diagrams to get a clear perspective on:
How would users navigate through the app?
How would users enter their flight number?
How would users set up their dining preferences?
Where would we place flight info?
Click on the image to enlarge.
I drew sketches on a whiteboard to begin collaboration. We discussed what content needed to be added or modified for travelers.
Once we vetted our design concepts, the team and I proceeded to the build screen blueprints. I worked on the airport page and push notification. In order to follow users mental model, I broke the screen into three sections and followed the same order they would navigate through the airport:
1. Track the flight,
2. Determine the security wait time, and
3. Explore dining options near their gate.
While designing the wireframes for departing travelers, I also saw an opportunity to design for arriving users which required a few minor changes to the screen.
I included annotations on my wireframes to share my decision concepts with product managers, visual designers, and developers.
DELIVER A PERSONALIZE FEEL
I created an interactive prototype on inVision to verify the screen flows and prepare for usability testing.
My Usability Test Plan includes test objectives, test procedures, and test scripts to capture our testing approach and objective.
While my teammate read the script, I monitored the users' ability to complete a task and transcribe their responses.
The results were positive. We asked participants to rate the look & feel, the ease of use, the site navigation experience, the ability to locate information, and a sense of guidance. The overall satisfaction average rating of 4 out of 5.
Traveling can be stressful especially when you have to catch a flight.
So it was important for me to guide the users through the terminal like a concierge. I designed the screen with a hierarchical flow to follow travelers' mental model as they would navigate through the airport. I provided them with critical information and I included the following into my wireframes to lessen their travel worries:
Show their flight information so they will know what terminal to go to, what counter to check-in, and what gate to depart from, and what time they would board
Present a "time to board" stop watch so they will know how much time they have left before boarding
Introduce push notification so they will be kept up-to-date should their flight change,
Display the terminal-specific security wait with a graph of TSA's average wait time, and
List categories of nearby options (ex. dining, entertainment, and airport resources) so they can explore the airport close to their gate.
The project also gave me the opportunity to work on an Android app. I studied the design differences between Android and iOS. I also consulted with iPhone users so I would not introduce a feature that wasn't supported by iOS. I wish I had taken that same consideration with icons when I realized iPhone users were not familiar with the same icons as Android users.
"I had the pleasure of working with Anna for a recent design project (Q2 2017). Anna led the design team on a tight two-week design sprint, with the task of reviewing our live iOS/Android application, and taking a completely different approach to redesigning the app. In this effort, the team analyzed the current app, conducted user research with our target market, completed the app redesign proposals, and tested their proposals with usability testing.
I found her engagement incredibly thorough and her work detail-oriented, as she led the team to deliver the findings within the project timeframe. Her listening, communication, and leadership skills were all exemplary.
It was a pleasure to work with her, and I look forward to the opportunity to work with her again."
Leo Osahor, CEO and Founder of flightSpeak