Continental Airlines

Challenge

Continental Airlines sought to evaluate their mobile website, primarily to ensure optimal usability for users who frequently access flight information through a PDA or a smartphone.  

User Centric Approach

In order to perform this assessment, User Centric conducted a lab-based usability test and recruited frequent users of the mobile websites who were intermediate to advanced users of PDAs or smartphones. The participants were tested in a one-on-one usability test session and were each asked to complete tasks using the Continental mobile site. In an effort to learn more about their feelings towards the site, the moderator also interviewed the user.

Result

After analyzing the results from the usability test sessions, User Centric determined success/failure rates for tasks, provided user feedback associated with task failures and difficulties, identified major usability issues that affected participants’ ability to use the mobile site, and provided recommendations for improvement. 

All of this information was provided to Continental in a comprehensive final report which served as a useful guide in making changes that would significantly improve the mobile user’s experience.