As part of the UX Design Institute, I created an airline app based on UX research, from benchmarking through to final product. The aim of my project was to uncover how users really feel about the existing flight booking process and design a native mobile app for a start-up airline company.
Competitive Benchmarking

As a starting point, I began to look into existing apps in the market. This was an extremely useful research technique that allowed me to identify what the competitors are doing right, and learn from what they are doing wrong.

I reviewed 4 different airline apps, including travel aggregators in order to see how a variety of companies provide an airline booking solution. From this it was clear to see what worked well and what I could use as a basis to improve upon.  
Online Survey
After completing my own analysis of current airline apps, I created an online survey to learn more about the goals of potential customers. The data gathered will help make more informed design decisions later on in the design process.
From this data, I learnt more about the goals of airline app users; what they are trying to do, whether anything is preventing them from doing it, and what other features they would like to see.

Usability test
I conducted usability testing to help inform my design decisions, helping me make better products. 
Prior to the usability test, I conducted an interview with the user in order to gain a better understanding of their background. These tests allowed me to not only hear the users thought process while attempting to purchase plane tickets, but also see what the user does when navigating through the app. 

Affinity diagram
After conducting all of this research into current airline apps, we collated all the information from the survey results, usability testing and competitive benchmarking. 
With this, we created an affinity diagram describing the current user experience: goals, behaviours, pain points, mental models, and contextual information.
After adding all of these points, we grouped the notes, giving each group a title. This helped with further analysis and design decisions.
Customer journey map
Building from the work done in the affinity diagram, I put more structure on the analysis of my research data by creating a customer journey map. 
The customer journey map helps define high-level steps in the users journey and helps determine which are the positive and negative experiences. 
User journey map
Flow Diagram
Using issues highlighted through the affinity diagram and customer journey map, I created a flow diagram.
This helps define the high-level booking flow for the mobile app and lays the ground work for the app creation. 
The flow diagram shows the user-flow from the homepage to the payment screen and includes the type of interaction the user would carry out (eg swipe, tap, scroll).
Interaction Design
With the flow diagram as a basis, it was time to start fleshing out the app. I created low-fidelity prototypes by sketching out each of the screens from the flow diagram.
This form of prototyping allowed me to quickly get my ideas onto paper, addressing all of the problems from the initial research conducted. 
Building upon the low fidelity prototypes created, I used Adobe XD to create a mid/high fidelity prototype. This allowed me to examine the usability in detail and use this to conduct more usability testing with potential users. In doing so, I was able to address any issues and make design changes to improve both the UI and UX. 

Interactive Prototype
Follow the text and click through the airline app to book your tickets. 

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