Usability Audit of a Flight Booking Service
We conducted an expert UX analysis of a Russian low-cost carrier's online flight booking and purchase service. We identified every usability issue and proposed solutions tailored to the development constraints.
Russian Low-Cost Carrier
Why are users abandoning the ticket purchase flow?
The ease of selecting tickets for the right dates, understanding fare rules and baggage conditions, clear forms, and transparent purchase terms all directly affect the number of completed ticket purchases.
The task was to identify every usability problem users encounter when purchasing tickets on the airline's website and propose solutions for each one.
Users → Scenarios → Analysis → Competitors
User Definition
We identified the primary user types and compiled a comprehensive list of the tasks they perform when purchasing airline tickets on the site.
Scenario Analysis
We analysed the service usability for each user scenario and compiled a full list of existing errors and issues.
Competitor Analysis
We analysed both Russian and international competitors, enabling us to apply best-practice solutions to the identified problems.
Recommendations
For each identified problem we prepared solution options respecting development constraints. All recommendations are prioritised by their impact on conversion.
A detailed report with actionable solutions
Usability Issues
A complete list of identified usability issues at every stage of the purchase funnel — from ticket search to payment.
Solution Options
Each problem is accompanied by solution options that respect development constraints. Recommendations are grounded in market best practices.
Functional Bugs
The report additionally covers all functional bugs discovered during the service audit.
A ready-to-execute conversion improvement plan
We delivered a detailed report covering all identified usability issues, proposed solutions, and functional bugs. The report became the foundation for the service improvement roadmap.
Need a UX analysis of your service?
We conduct expert usability audits and help improve conversion. Tell us about your project.
Discuss your project