easyJet is committed to providing a high quality service to their customers using the latest available technologies, therefore a mobile booking application formed a natural extension of their online offering.
For easyJet, ensuring that any app developed works seamlessly across iPhone and Android and offers the promised “speedy service” with the highest quality intuitive and enjoyable user experience is essential.
Fluent worked as part of a multi-disciplinary team on the development of the easyJet mobile flight booking application. Working with easyJet’s in-house teams and technical mobile development partners we delivered usability testing on mobile prototypes across iPhone and Android handsets using our specialist in-house developed testing equipment.
Key features of the app included searching and booking flights with a range of fares, adding luggage, checking flight status and departure/arrival times, managing bookings and processing refunds or transfers.
During the user research, we took an holistic approach which was aimed at identifying the key pain points in a booking and in a mobile payment process. By taking the user's fears and worries around transaction security and service reliability into consideration we were able to recommend solutions that ensured that with this app the user is always in control of the booking process. Furthermore, our findings helped easyJet significantly improve key functions of the app such as the date and airport selection.
- Identified quick-win changes and recommendations to improve app usability
- Gathered feedback from users regarding the proposition and competitor services
- Identified key user concerns around financial security and reliability of booking service
- Made recommendations regarding key features which would benefit users as part of the ongoing app development strategy