Changing a redemption flight

The challenge here is to provide clear and transparent information to the user as to how the Avios for the new flights are calculated and show if there is a Refund or additonal collection to be made.

Research

The usability testing for this project was done at Wyoming Studios London. Join the dots helped in conducting these sessions while I provided UX direction and user guide support. We used the RITE method of testing.

• Redemption Change booking - Studio testing (PDF)

Designs

During the research sessions we realised that users didn't understand what the refund was for as they were accustomed to paying more than getting any refund. Hence we added a link to address this question "why am I getting a refund?" and that proved to be really useful.