Major Airline

Challenge

User Centric was tasked with investigating potential usability issues of newly designed screens of an airline’s check-in kiosk. The airline wanted to evaluate the prototype to ensure easy and convenient check-ins for passengers.

User Centric Approach

User Centric conducted a lab-based usability test with users of variable levels of prior experience with the airline. All of the users participated in a one-on-one test session, during which they were tasked with scenarios that would allow them to interact with the prototype interface on a standard touch-screen kiosk. Moderators probed the participants to reflect on their interaction with the kiosk and compare the new design to past experiences.

Result

User Centric recommended design changes to promote and prioritize certain visual kiosk elements, based on participant’s struggles and successes, to make more evident what consumers needed to use or reference most frequently. While most participants came away with a positive experience and reportedly more likely to use the kiosks in the future, the design changes recommended by User Centric further optimized user interaction with the kiosks to streamline and facilitate the check-in process.