User Experience of Airline Sites

usabilla User Experience of Airline Sites How easy is it to get your boarding pass on an airline site? We tested 8 airline websites with a tiny visual survey. Accuracy Success rate of locating the boarding pass option Delta American Airlines United Air France British Airways 41% KLM Lufthansa Singapore Airlines 67% 66% 58% 48% 39% 38% 38% Time needed to find the boarding pass option Speed 15.3s Delta 16.3s British Airways 16.9s Air France 18.3s American 18.9s Lufthansa 21.1s Singapore 22.1s United 23.9s KLM Issues 4 issues participants found with the websites Openness 125 comments 211 Clarity comments Relevance 189 comments 186 Priority comments 4 lessons learned from participants' comments Lessons 1. Openness 2. Clarity 3. Relevance 4. Priority DOM 8055* ACCAGES FROM $2, Maintenance staff Industr ok your trip Departuroti ARange Ansterdam Manage my trip WWWN.AA &OUR BOO Flights Hotels Manage booking "BASED ON NYC-LON, P/P, DBL OCC AND MIN New York, John F Kenned Customer Support Fly CO2 Destination Tickets and receipts © 2011 KLM Round trip O One-way Multip Site map Give honest and open information, especially with prices. Important information, like alerts, should be clearly visible. Ensure content is relevant to most users; don't crowd the page. Prioritize content: common elements should be high on the page. 300 8 10 participants airline sites minutes setup Visit blog.usabilla.com for more in-depth cases. usabilla User Experience of Airline Sites is a Usabilla test conducted in July 2011