UX Design Institute / UX research · Interaction design · Prototyping
UX Design Research
A research-led redesign of the flight-booking experience, from observed behaviour to tested interaction flows.
This diploma project examined how people search for, compare and book flights, and where airline interfaces create avoidable friction.
I combined desktop and mobile competitive benchmarking with a survey and moderated usability tests. The evidence was synthesised through affinity mapping and a customer journey map, then translated into a detailed user flow, interface sketches and a mid-fidelity prototype.
The aim was not to add features. It was to make prices, choices, optional extras and progress through the booking journey easier to understand.
Case study
The research focused on the end-to-end airline booking journey: selecting dates and routes, comparing fares, adding extras, entering passenger information, paying and checking in.
Observed pain points included unclear price changes, confusing fare choices, poor explanations of optional extras and weak support for comparing alternatives.
The resulting design used clearer information hierarchy, progressive disclosure and visible journey status to reduce cognitive load while keeping important choices available.
