We led the user research of the easyJet mobile app during the design phase and post launch. The app is designed to enable customers to find, select and purchase a flight entirely through their mobile in under two minutes.
One of the projects focused on the introduction of mobile boarding pass functionality. The aim of our research was to uncover any usability issues in obtaining and using a mobile boarding pass. Key findings from our research showed:
- The check-in process was easy to use
- The limitation of only having 1 mobile boarding pass per device was unclear and disappointing
- The lack of multiple boarding passes was a big drawback for couples, groups of friends, and families
- The messaging for complex check-in journey was lacking clarity, brevity, and good signposting
We identified a number of usability issues and provided the project team a comprehensive list of actionable recommendations for improving the overall user experience of the mobile app.
The app has been very successful with 4.5 stars on the app store and having won several awards, including ‘Best Mobile Booking Solution’ at the Mobile Travel and Tourism Awards 2014, and ‘Best B2C App’ at the Marketing on Mobile Awards.