用戶體驗改善案例

by Peace Ojemeh (Perrie)

由Peace Ojemeh(Perrie)

用戶體驗案例研究：建立更好的體驗(重新設計“和平航空”網站) (A UX case study: Building a better experience (Re-designing the Air Peace Airline website))

Traveling by air is always an awesome experience, but I think the stress of booking flights should be looked into. In today’s digital world, we value speed and simplicity, so it is very important to have a good Online Booking System to save time.

乘飛機旅行總是很棒的經歷，但是我認為應該考慮預訂航班的壓力。在當今的數字世界中，我們重視速度和簡便性，因此擁有一個好的在線預訂系統以節省時間非常重要。

For this reason, I picked Air Peace Airline, a Nigerian airline, as a case study for an effective User Experience (UX) design. To find ways to improve their booking systems, stay with me as we get out the solutions to our booking system.

因此，我選擇尼日利亞航空公司Air Peace Airline作為有效用戶體驗(UX)設計的案例研究。要找到改善其預訂系統的方法，請與我在一起，為我們提供預訂系統的解決方案。

設計過程 (The Design Process)

Following the design process, I started with usability testing and ended with validation:

在設計過程之后，我從可用性測試開始，以驗證結束：

研究 (Research)

After several discussions and interviews with friends, I found out the following:

經過與朋友的幾次討論和訪談，我發現了以下內容：

Most people book their flights on their way to the airport
大多數人在去機場的途中預訂機票
Some others in the middle of a business meeting
在商務會議中的其他一些人
For some, they book theirs while seeing a movie
對于某些人，他們一邊看電影一邊預定
People wanted a section where they could get a cab, book a hotel, and see places they could visit, because some of them might not be familiar with the environment
人們想要一個可以開出租車，預定酒店，看他們可以參觀的地方的區域，因為其中一些人可能不熟悉環境

We validated the idea that most people book their flights while doing other things. In the end, users would prefer a nice, fast, and easy-to-use method to book their flights while continuing with their day-to-day activities.

我們驗證了大多數人在做其他事情的同時預定機票的想法。最后，用戶希望在繼續日常活動的同時預訂一種不錯，快速且易于使用的方法。

目標 (Objectives)

Payment processes should be made faster. Users should be able to make payments as quickly as possible, and then return to their various activities
付款流程應加快。用戶應該能夠盡快付款，然后返回到他們的各種活動
Implement a platform where all payments should be made on the site. Do this by collecting credit card details on the site instead of redirecting users. This would help with customer retention and reduce steps as well.
建立一個平臺，在該平臺上應在網站上進行所有付款。為此，請在網站上收集信用卡詳細信息，而不是重定向用戶。這將有助于保留客戶并減少步驟。
Being able to book a cab to take you to your destination would be another awesome experience
能夠預定出租車將您帶到目的地將是另一種很棒的體驗

先決條件 (Prerequisites)

Back up all design decisions with data.
用數據備份所有設計決策。
Understand the payment flow, and devise a way to solve this issue.
了解付款流程，并設計一種解決此問題的方法。
Propose design solutions and validate them.
提出設計解決方案并進行驗證。

角色 (Personas)

I created a persona for a typical user of the Air Peace website who wants to book a flight. I am using “Mr. Sammie Gold” as our user for today, but of course there are many other scenarios other than his.

我為想要預訂航班的Air Peace網站的典型用戶創建了一個角色。我正在使用“先生 Sammie Gold”作為我們今天的用戶，但是除了他之外，當然還有許多其他情況。

故事板 (Storyboard)

I moved a step further to create a storyboard for Mr. Sammie, who just wants to book a flight quickly and continue with his meeting.

我進一步為Sammie先生創建了一個故事板，他只是想快速預訂航班并繼續他的會議。

設計原型 (Designing a prototype)

Check out the design on Bēhance.

在Bēhance上查看設計。

預訂流程 (The booking process)

Searching for the flight:

搜索航班：

Mr sammie would appreciate a more simplified form:

薩米先生希望有一個更簡化的形式：

Having less complex forms would actually lead to a better experience. This way, it gets easier moving from “booking” to “check in” to “my trip” with just “one click” and boom, you can start booking.

減少復雜的表格實際上會帶來更好的體驗。這樣，只需單擊一下，就可以輕松地從“預訂”到“簽到”再到“我的旅行”，您可以開始預訂。

Booking the flight, before and after redesign:

在重新設計之前和之后預訂航班：

The form looks a lot easier and user friendly now right?

表單看起來更容易使用，現在對用戶友好嗎？

Selecting your preferred flight and type of seat:

選擇您的首選航班和座位類型：

Current personal info page:

當前的個人信息頁面：

This is a bit too crowded, so lets simplify it:

這有點太擁擠了，所以簡化一下：

Now it looks straight to the point? Yeah!

現在看起來很直接了嗎？是的

The current payment flow page:

當前的付款流程頁面：

The old flow redirects user to “PayGate” and “Webpay,” which isn’t necessary at all. You can actually do all your payment on the Air Peace website. So, let’s fix that:

舊的流程將用戶重定向到“ PayGate”和“ Webpay”，這根本沒有必要。您實際上可以在Air Peace網站上完成所有付款。因此，讓我們修復：

Oh wait!

等一下！

Did you notice that on the payment flow, you have to select a payment method three times? This can put doubt and fear into a users mind, so let’s change that. Now let’s see:

您是否注意到在付款流程上必須選擇3次付款方式？這會使用戶產生懷疑和恐懼，所以讓我們對其進行更改。現在讓我們看看：

First of all, every payment is made on the Air Peace website itself. The user doesn’t have to stress himself out selecting a payment method — the system does that for you. And now, the steps have been cut down to two.

首先，每筆付款都是在“和平航空”網站上進行的。用戶不必費力地選擇付款方式，系統會為您完成。現在，步驟已減少到兩個。

Voila! The user is done, a ticket is sent to his email, and Mr Sammie is happy — so he goes back to paying full attention to the meeting!

瞧！用戶完成后，向他的電子郵件發送了一張票，薩米先生感到很高興-因此他回去全神貫注地參加了會議！

其他特性： (Other features:)

Oh yes! Now, a user can plan his trip. If he clicks on the “plan travel” button:

哦，是的！現在，用戶可以計劃行程。如果他單擊“計劃旅行”按鈕：

He gets options to a book cab. Here he can see various ratings of cab companies, selects the one with the highest rating, and he’s done.
他可以選擇乘出租車。在這里，他可以看到出租車公司的各種評級，選擇評級最高的一家，他就完成了。
He can also get options to make hotel reservations. Hotels with different ratings are displayed clearly.
他還可以選擇進行酒店預訂。評級不同的酒店會清晰顯示。

A user could look up beautiful places to visit in this new environment.

用戶可以在這個新環境中查找美麗的景點。

驗證方式 (Validation)

After the prototyping, I conducted a validation test with some users and discovered that:

進行原型制作后，我對一些用戶進行了驗證測試，發現：

The website became much easier to use, as it is easy for the users to see what they want to do at first glance
該網站變得更加易于使用，因為用戶可以一眼就能看出他們想要做什么
It’s now easier to book flights, forms are simpler and faster to fill out, the payment flow has been shortened, and all activities are done on the Air Peace website instead of redirecting users elsewhere.
現在可以更輕松地預訂航班，更簡單，更快速地填寫表格，縮短付款流程，并且所有活動都在Air Peace網站上完成，而不是將用戶重定向到其他地方。
The UI looks a lot more friendly and appealing to the eyes of the users
用戶界面看起來更加友好并且吸引了用戶的眼球

Generally, people loved the end results! And now, more people want to use Air Peace for booking their flights.

通常，人們喜歡最終結果！現在，越來越多的人希望使用Air Peace預訂機票。

Thank you so much for reading through! I would love to get your feedback. And don’t forget to share if you think it made sense you.

非常感謝您的通讀！我希望得到您的反饋。 如果您認為有意義，也不要忘記分享。

I’m Perrie Fidelis — I am a Product Designer. You can connect with me on Twitter, LinkedIn, and Bēhance.

我是Perrie Fidelis，我是產品設計師。您可以在Twitter ， LinkedIn和Bēhance與我聯系。