I have a Professional Diploma in User Experience (UX) Design from the UX Design Institute. The following project for a fictitious airline booking app was submitted as part of my coursework.

COMPETITIVE BENCHMARK

The project began with a competitive benchmark exercise. The intent was to observe and note how best-in-class websites and apps facilitate or hinder typical tasks that an airline traveler will perform online. 

ONLINE SURVEY

An online survey was also conducted in order to learn more about the goals and experiences of airline website/app users.  Data gathered will contribute to future research & analysis as well as ultimately aid in the making of informed design decisions.

USABILITY TEST

Two apps from the competitive benchmark process were chosen and a usability test was conducted with volunteers.

NOTE-TAKING

Once the usability tests were complete, the videos were further analyzed to better understand the context, goals, behavior, positive interactions and pain points of the user experience while interacting with airline websites and apps.  Findings were summarized in note form.

AFFINITY DIAGRAM

The affinity diagramming stage was used to review the research data gathered through the competitive benchmark, survey, note taking and user testing research phases. A collaborative approach was used, enlisting the help of at least one other person (in this case 3 other people), to analyze and organize the unstructured data gathered.

CUSTOMER JOURNEY MAP

A customer journey map was created to further translate the unstructured research data acquired through the competitive benchmark, survey, note-taking and usability test phases into a structured document.

FLOW DIAGRAM

A flow diagram was then established to define the booking flow for a mobile airline app and address issues highlighted in the affinity diagram and customer journey map.

LOW FIDELITY PROTOTYPE

A low fidelity prototype was then developed on paper to establish screens and screen states for users flowing through and completing the task of booking a flight and to lay the foundation for an interactive digital prototype.

INTERACTIVE PROTOTYPE

This interactive prototype was developed to expand on and improve the sketched screens and screen states.

Prototype (online interactive)

WIREFRAMES

The project finished with the creation of a wireframes document. Its purpose was to further refine the digital prototype for users flowing through and completing the task of booking a flight and to define the details required for developers to build the app accurately.