Usability Testing: Indigo website

Transcription

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2 Usability Testing: Indigo website This Review is based on Corporate users behavioral observations made on Indigo website. Indigo website Usability Testing Report Date: 16 th July 2015 Report created by: Techved consulting India Pvt. Ltd. 2

3 Methodology 4

4 Methodology Step 1 (Preparation of Test Plan & Script): Test Protocol was prepared to ensure that adequate representative feedback is gathered from participants. 5

5 Methodology 6

6 Methodology Step 2 (Recruiting Participants): Users were invited for testing, based on the following criteria. S.No. Respondent No. of Device to be users tested 1. Web Anonymous (users who didn t 5 Website login and buy tickets from website) 2. Web members (customers who buy 5 Website tickets by login into websites) 3. Retail travel agents (Registered 5 Website account holders for retail purpose) 4. Corporate (registered account 5 Website holder for corporate purpose) The profile of the users was a mix of Indigo website users and Non Indigo website users. Participants were not a part of any research from last 6 months. Participants were not a part of any design or research company. 7

7 Methodology 8

8 Methodology Step 3 (Conducting Usability Study): Techved Consulting moderator led the test session asking each participant to perform tasks in accordance with the test protocol. Techved Consulting team observed sessions, took notes and watched participant s responses and feedback towards the website. 9

9 Methodology 10

10 Methodology Step 4: Analysis The data gathered from the test was analyzed using affinity diagrams and with the help of Cluster Analysis, trends were gauged. Image: Affinity Diagram in process 11

11 Objective The objectives of the Usability Test were as follows: To observe the ease of use while doing various tasks on the Indigo website. To observe their reactions to the aesthetic appeal of the website. To record the difficulties faced by the users. To take and record any other comments or suggestions by the users. 12

12 Website 14

13 Indigo home screen Users reviews on home page Users found options given on header helpful User like the multicity trip option Searching was easy flights Best fares section was noticed and liked 16

14 Indigo home screen Users reviews on home page Home page was not liked by majority of users as it looked cluttered Why? There was no focal point and user don t know where to focus as there were too many options that led's to perception of clutter 17

15 Indigo home screen Users reviews on home page Home page was not liked by majority of users as it looked cluttered Why? Everything was moving on home page which confuse users Option\Services given at bottom were less useful Page was mono coloured 18

16 Indigo home screen User face login errors Users didn t notice about the different login option Why? It was out of focal view and was not highlighted enough for them to notice it 19

17 Indigo home screen After Login Users found some options were less useful Users found some option at header were not much useful Why? Users found that option like flight status was less useful because they didn t use the option 22

18 Indigo home screen Consistent layout after login After login page, style and layout does not change and users may not realize that they had logged in. 24

19 Flight select Not interested in 6E plus Users were not interested in 6E plus Why? 6E Plus was not much helpful since users were not willing to spent so much in advance 28

20 Flight select View by month was not noticed View by month option was not noticed and used by users Why? The users were concentrating on finding the right flight View by month was out of their focal view and hence they didn t notice it 29

21 Flight select View by month was not easily understand Some users didn t understand about the option Why? The term itself confused users about its use 30

22 Flight select Users were aware of weekly schedule Users easily find the weekly schedule section and were aware of it 31

23 Flight select Not able to select flight easily Selecting flights was not easy Why? Layout was not good because of that user got confused about how to select flights 33

24 Techved audit When a user booked round trip it shows return fare as well as regular fare which confuses him about which fare was applicable to users since they didn t understand between regular fare and return fare 34

25 Flight select User says Nobody used Never mind option Clicking never mind option redirect to home page. Iss option ka koi use nahi hai. 36

26 Enter detail Section seems to be filled Country code section seems to be auto filled but it was not Why? User find it irritating as it seems to be filled but when they clicked on select & continue it shows an error message phone number country code is required. 39

27 Enter detail Additional services were not used All option under additional services were not used Why? Some users only go through meal section and after that they read and skip the other options without clicking to know about the others. hum log mostly ye section use nahi karte, zarurat he nahi padti agar koi bolta hai to he use karte hai. 41

28 Thank You!