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UX Designer Professional Diploma Project

UX Design Institute - Glasgow Caledonian University

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This project consists of work I did for UX Design Institute - Glasgow Caledonian University as part of a 6 months training, to become a certified UX professional. I had to folllow the real life cycle of a UX project during the course, covering topics such as UX principles, user research, analysis frameworks, interaction design, prototyping and wireframing. 

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The Assignment:

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Conduct research on existing flight booking websites and use your findings to design a user-friendly flight booking web application.

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  • Duration: 6 months

  • Tools: Adobe XD, Miro

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Phase1: Resarch

Usability test:

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To kick-off the project, I started with Usability testing and Depth - interviews. 

The first step was to define my objectives and define exactly what I wanted to achieve from the Usability testing. I created a test script for desktop usability testing. Finally I conducted two desktop Usability test sessions.

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My main objectives with the research was to:
 

  • Learn more about the context of use of people that use airline websites or apps. What are they trying to do; who are they with; where are they; what devices are they using?

  • Learn  about the goals, behaviours and context of airline customers when booking flights

  • What are the pain-points during the process, discover where and when users feel empowered and frustrated during the journey.

  • Learn what kinds of problems will likely cause the user to leave the website.

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Note taking: 

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UXDI provided me two additional Usability tests, that was done around the same topic, testing AerLingus and Eurowings websites. ​I have taken notes, everything that I felt relevant to describing the current user experience:

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  • goals

  • behaviours

  • pain points

  • mental models

  • contextual information

Phase2: Analysis

Affinity Diagram

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​Next, it was time to start making sense of the data. To do that with the help of my colleagues from work, I made an Affinity Diagram session. This session was a great way to sort through large volumes of data and get to the root of my findings.

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Preparation for the Affinity Diagram workshop

 

Of course before the workshop I printed all materials and made sure we have all the tools such as sticky notes and pens what we need. 

I was planning to digest three Usability test and a Competitive Benchmark document, which was also provided by UXDI. 

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Affinity Diagram workshop

Duration: 4 hours

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  • First we worked individually, we wrote each point down from the research, that we thought are important on post-its. 

  • Each of us presented shortly in 10 minutes the summary of the research what we worked with. 

  • We stuck the post-its onto a big white - board and tried to look for patterns and sorted them into categories. 

  • We gave each group a name 

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After the workshop

Duration: 3 hours

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​After the workshop I digitalized the material, using Miro. 

My main goal with the individual exercise was to 

  • create sub - categories and look for more patterns

  • label the individual notes, with customer emotions

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Customer Journey Map

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I took the information from the affinity diagram and organised it into a step by step view of the journey to show how the users felt at each stage. 

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On the Customer Journey Map I was focusing on the user:

  • Goals

  • Behaviours

  • Context

  • Pain Points

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Fly UX Customer Journey Map on Miroverse

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I am very proud, because the Miro stuff has picked my customer journey map and it is avaliable on Miroverse and can be used as a starter template for the Miro community. 

​Link to Template

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Phase 3: Design

Flow diagram for desktop:

Using the findings from the research and analysis, I created a flow - diagram. My overall objective was to fix the issues I have uncovered, which are highlighted on the customer journey map. 

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Objectives

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  • Define the high-level flow for booking flights on my new airline website, on "Fly - UX"

  • Address all the issues highlighted on the customer journey map

  • Lay the groundwork on which I’ll build designs in upcoming projects

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Desktop Interaction Design: 

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In this project, I continued the design process and sketched the screens of flight booking process. So far I’ve
done a lot of work understanding and articulating the problem, now I was ready to get into “solution mode” and start solving that problem. 

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  • Build on the flow diagram I created in the previous project sketch the screens and screen states for users flowing through the Fly UX desktop app

  • Address all the issues and user goals identified in my research and analysis

  • Use sketching as a tool for problem solving

  • Use sketching as a vital step before prototyping or digital wireframing

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