Project Name
Project Name
Project Name
Arik Air Website
Arik Air Website
Arik Air Website
Project Type
Project Type
Project Type
Case Study (Website Redesign)
Case Study (Website Redesign)
Case Study (Website Redesign)
Role
Role
Role
UX Researcher, UI/UX Designer
UX Researcher, UI/UX Designer
UX Researcher, UI/UX Designer
Duration
Duration
Duration
8 days
8 days
8 days
Project Details
PROJECT DETAILS
Designing A Better Flight Booking Experience
Conducted a case study to redesign the Arik Air website. This redesign covers the entire flight-booking flow, from the landing page, all the way to the e-ticket. The goal of the procedure was to improve the flight booking process and overall experience for users on the airline's website.
Conducted a case study to redesign the Arik Air website. This redesign covers the entire flight-booking flow, from the landing page, all the way to the e-ticket. The goal of the procedure was to improve the flight booking process and overall experience for users on the airline's website.
Arik Air Website Redesign: A UX Case Study
COMPANY OVERVIEW
COMPANY OVERVIEW
COMPANY OVERVIEW
Founded on April 3, 2006, Arik Air is a Nigerian airline operating mainly from two hubs at Murtala Muhammed International Airport, Lagos and Nnamdi Azikiwe International Airport, Abuja. On 14 June 2006, Arik took delivery of 2 new Bombardier CRJ-900 aircraft to fly domestic routes throughout Nigeria and within the African continent from Summer 2006, 2 ex-United Airlines Boeing 737-300s and 3 50-seat Bombardier CRJ-200 aircraft. The Airline's head office is the Arik Air Aviation Center on the grounds of Murtala Muhammed International Airport in Ikeja. With a fleet size of 22 aircrafts, Arik serves a network of regional and mid-haul destinations within Africa.
Founded on April 3, 2006, Arik Air is a Nigerian airline operating mainly from two hubs at Murtala Muhammed International Airport, Lagos and Nnamdi Azikiwe International Airport, Abuja. On 14 June 2006, Arik took delivery of 2 new Bombardier CRJ-900 aircraft to fly domestic routes throughout Nigeria and within the African continent from Summer 2006, 2 ex-United Airlines Boeing 737-300s and 3 50-seat Bombardier CRJ-200 aircraft. The Airline's head office is the Arik Air Aviation Center on the grounds of Murtala Muhammed International Airport in Ikeja. With a fleet size of 22 aircrafts, Arik serves a network of regional and mid-haul destinations within Africa.
Founded on April 3, 2006, Arik Air is a Nigerian airline operating mainly from two hubs at Murtala Muhammed International Airport, Lagos and Nnamdi Azikiwe International Airport, Abuja. On 14 June 2006, Arik took delivery of 2 new Bombardier CRJ-900 aircraft to fly domestic routes throughout Nigeria and within the African continent from Summer 2006, 2 ex-United Airlines Boeing 737-300s and 3 50-seat Bombardier CRJ-200 aircraft. The Airline's head office is the Arik Air Aviation Center on the grounds of Murtala Muhammed International Airport in Ikeja. With a fleet size of 22 aircrafts, Arik serves a network of regional and mid-haul destinations within Africa.
SCOPE OF WORK
SCOPE OF WORK
SCOPE OF WORK
Redesigning of the flight-booking screens. All the way from the Landing Page to the E-Ticket.
Redesigning of the flight-booking screens. All the way from the Landing Page to the E-Ticket.
Redesigning of the flight-booking screens. All the way from the Landing Page to the E-Ticket.
MY ROLE
MY ROLE
MY ROLE
User Experience Researcher, User Experience Designer, User Interface Designer
User Experience Researcher, User Experience Designer, User Interface Designer
User Experience Researcher, User Experience Designer, User Interface Designer
THE OBJECTIVE
THE OBJECTIVE
THE OBJECTIVE
The objective of this procedure is to improve the flight booking process and overall experience for users on the airline's website.
The objective of this procedure is to improve the flight booking process and overall experience for users on the airline's website.
The objective of this procedure is to improve the flight booking process and overall experience for users on the airline's website.
THE DESIGN PROCESS
THE DESIGN PROCESS
THE DESIGN PROCESS
We'll accomplish this procedure with the aid of a five-stage iterative design thinking process; from empathizing to testing:
We'll accomplish this procedure with the aid of a five-stage iterative design thinking process; from empathizing to testing:
We'll accomplish this procedure with the aid of a five-stage iterative design thinking process; from empathizing to testing:
EMPATHIZE
EMPATHIZE
EMPATHIZE
At this stage, we try to put ourselves in the shoes of some air travelers, to find out their experiences, including their pain points. After having various discourses and conducting a number of surveys, We came to the following discoveries:
Some persons typically book their flights on their way to the airport.
For some others, it's in the middle of a meeting.
Some others place their bookings while having a meal, seeing a movie, reading or relaxing.
People want a section where they could explore the city (see places they could visit and/or things they could do, while in the city).
They also want a section for booking cabs and hotels.
At this stage, we try to put ourselves in the shoes of some air travelers, to find out their experiences, including their pain points. After having various discourses and conducting a number of surveys, We came to the following discoveries:
Some persons typically book their flights on their way to the airport.
For some others, it's in the middle of a meeting.
Some others place their bookings while having a meal, seeing a movie, reading or relaxing.
People want a section where they could explore the city (see places they could visit and/or things they could do, while in the city).
They also want a section for booking cabs and hotels.
At this stage, we try to put ourselves in the shoes of some air travelers, to find out their experiences, including their pain points. After having various discourses and conducting a number of surveys, We came to the following discoveries:
Some persons typically book their flights on their way to the airport.
For some others, it's in the middle of a meeting.
Some others place their bookings while having a meal, seeing a movie, reading or relaxing.
People want a section where they could explore the city (see places they could visit and/or things they could do, while in the city).
They also want a section for booking cabs and hotels.
DEFINE
DEFINE
DEFINE
We are going to, at this stage, outline what we hope to achieve at the end of this procedure; what will make us consider the project a success. Here we go:
Booking (including payment) should be completed in the least possible number of steps.
Hotel suggestions within the destination city (and environs) should be accessible to travelers on the site.
Being able to book a cab service after touchdown, should be a no-brainer.
Places-of-interest within the destination city (and environs) should also be easily accessible on the site, for travellers who might want to.
We are going to, at this stage, outline what we hope to achieve at the end of this procedure; what will make us consider the project a success. Here we go:
Booking (including payment) should be completed in the least possible number of steps.
Hotel suggestions within the destination city (and environs) should be accessible to travelers on the site.
Being able to book a cab service after touchdown, should be a no-brainer.
Places-of-interest within the destination city (and environs) should also be easily accessible on the site, for travellers who might want to.
We are going to, at this stage, outline what we hope to achieve at the end of this procedure; what will make us consider the project a success. Here we go:
Booking (including payment) should be completed in the least possible number of steps.
Hotel suggestions within the destination city (and environs) should be accessible to travelers on the site.
Being able to book a cab service after touchdown, should be a no-brainer.
Places-of-interest within the destination city (and environs) should also be easily accessible on the site, for travellers who might want to.
IDEATE
IDEATE
IDEATE
The ideation stage deals with the rounding up of all the ideas/data we'll need, to enable us arrive at the best design decision for the website under review. We will move on with this stage by ensuring all decisions are data driven. First, let us come up with our user personas.
The ideation stage deals with the rounding up of all the ideas/data we'll need, to enable us arrive at the best design decision for the website under review. We will move on with this stage by ensuring all decisions are data driven. First, let us come up with our user personas.
The ideation stage deals with the rounding up of all the ideas/data we'll need, to enable us arrive at the best design decision for the website under review. We will move on with this stage by ensuring all decisions are data driven. First, let us come up with our user personas.
BEYONCÉ KALU, 36
Architect. Abuja, Nigeria
BEYONCÉ KALU, 36
Architect. Abuja, Nigeria
BEYONCÉ KALU, 36
Architect. Abuja, Nigeria
Gender: Female
Family: Married, 2 children
Travel: Very frequent traveller; at least 5 times monthly
Personality: Very tech savvy, mostly busy
Frustrations:
A number of unnecessary steps while booking flights.
Usually not sure what to do (where to go) during the extra time she has in the visiting cities.
Goals:
Go through the flight booking process with ease.
See suggestions on things to do, places to explore within cities.
Gender: Female
Family: Married, 2 children
Travel: Very frequent traveller; at least 5 times monthly
Personality: Very tech savvy, mostly busy
Frustrations:
A number of unnecessary steps while booking flights.
Usually not sure what to do (where to go) during the extra time she has in the visiting cities.
Goals:
Go through the flight booking process with ease.
See suggestions on things to do, places to explore within cities.
Gender: Female
Family: Married, 2 children
Travel: Very frequent traveller; at least 5 times monthly
Personality: Very tech savvy, mostly busy
Frustrations:
A number of unnecessary steps while booking flights.
Usually not sure what to do (where to go) during the extra time she has in the visiting cities.
Goals:
Go through the flight booking process with ease.
See suggestions on things to do, places to explore within cities.
ELON UDUMA, 29
Digital Communications Strategist. Enugu, Nigeria
ELON UDUMA, 29
Digital Communications Strategist. Enugu, Nigeria
ELON UDUMA, 29
Digital Communications Strategist. Enugu, Nigeria
Gender: Male
Family: Single, no child
Travel: Not frequent traveller; at most 2 times monthly
Personality: Not very tech savvy, very busy
Frustrations:
Too many steps involved in planning his trips.
Not very tech savvy - doesn't enjoy the process.
Goals:
Spend less time planning/booking his trips.
Easily sort out all (major) aspects of his travel, including movement, accommodation.
Gender: Male
Family: Single, no child
Travel: Not frequent traveller; at most 2 times monthly
Personality: Not very tech savvy, very busy
Frustrations:
Too many steps involved in planning his trips.
Not very tech savvy - doesn't enjoy the process.
Goals:
Spend less time planning/booking his trips.
Easily sort out all (major) aspects of his travel, including movement, accommodation.
Gender: Male
Family: Single, no child
Travel: Not frequent traveller; at most 2 times monthly
Personality: Not very tech savvy, very busy
Frustrations:
Too many steps involved in planning his trips.
Not very tech savvy - doesn't enjoy the process.
Goals:
Spend less time planning/booking his trips.
Easily sort out all (major) aspects of his travel, including movement, accommodation.
SITE AUDIT
SITE AUDIT
SITE AUDIT
I commenced this phase of the project by conducting a heuristic study of the current outlook of the airline's website to evaluate for usability and also gather feedback that will help us in the subsequent stages of the redesign process. We could observe four lapses in the current design of the website:
The date selector stays on-screen, after a date has been selected.
The passenger selection area has all its fields with zero number of travellers selected.
Some vital promotional and instructive content on the landing page are covered by other elements on the page.
There's no section where users can search for cabs, hotels and places.
I commenced this phase of the project by conducting a heuristic study of the current outlook of the airline's website to evaluate for usability and also gather feedback that will help us in the subsequent stages of the redesign process. We could observe four lapses in the current design of the website:
The date selector stays on-screen, after a date has been selected.
The passenger selection area has all its fields with zero number of travellers selected.
Some vital promotional and instructive content on the landing page are covered by other elements on the page.
There's no section where users can search for cabs, hotels and places.
I commenced this phase of the project by conducting a heuristic study of the current outlook of the airline's website to evaluate for usability and also gather feedback that will help us in the subsequent stages of the redesign process. We could observe four lapses in the current design of the website:
The date selector stays on-screen, after a date has been selected.
The passenger selection area has all its fields with zero number of travellers selected.
Some vital promotional and instructive content on the landing page are covered by other elements on the page.
There's no section where users can search for cabs, hotels and places.
Arik Air's current landing page (https://arikair.com)
Arik Air's current landing page (https://arikair.com)
Arik Air's current landing page (https://arikair.com)
REDESIGN SOLUTION
REDESIGN SOLUTION
REDESIGN SOLUTION
This redesign I'm proffering is aimed at speeding up the flight booking process for users and giving them an overall enhanced user experience (UX). The vital redesign features include:
Date Selector: Selecting a date should automatically take the selector off the screen.
Passenger Selection Area: This section should have the default number of adults travelling set at 1. Visitors can easily skip this step. This would help speed up the search for them, especially, seeing that most travellers typically purchase single-traveller tickets.
Promotional Content: Vital promotional and instructive content on the landing page should be more visible.
Cabs, Hotels, Places: There should be a section where users can search for cabs, hotels and places.
Page Layout: An improvement in the general layout of the website screens.
This redesign I'm proffering is aimed at speeding up the flight booking process for users and giving them an overall enhanced user experience (UX). The vital redesign features include:
Date Selector: Selecting a date should automatically take the selector off the screen.
Passenger Selection Area: This section should have the default number of adults travelling set at 1. Visitors can easily skip this step. This would help speed up the search for them, especially, seeing that most travellers typically purchase single-traveller tickets.
Promotional Content: Vital promotional and instructive content on the landing page should be more visible.
Cabs, Hotels, Places: There should be a section where users can search for cabs, hotels and places.
Page Layout: An improvement in the general layout of the website screens.
This redesign I'm proffering is aimed at speeding up the flight booking process for users and giving them an overall enhanced user experience (UX). The vital redesign features include:
Date Selector: Selecting a date should automatically take the selector off the screen.
Passenger Selection Area: This section should have the default number of adults travelling set at 1. Visitors can easily skip this step. This would help speed up the search for them, especially, seeing that most travellers typically purchase single-traveller tickets.
Promotional Content: Vital promotional and instructive content on the landing page should be more visible.
Cabs, Hotels, Places: There should be a section where users can search for cabs, hotels and places.
Page Layout: An improvement in the general layout of the website screens.
WIREFRAMES
WIREFRAMES
WIREFRAMES
Here are the wireframes I came up with, after analyzing all the data from the UX Research:
Here are the wireframes I came up with, after analyzing all the data from the UX Research:
Here are the wireframes I came up with, after analyzing all the data from the UX Research:
HIGH FIDELITY MOCKUPS
HIGH FIDELITY MOCKUPS
HIGH FIDELITY MOCKUPS
Going from the result of our earlier conducted surveys, we will discover that users want a flight-booking system that saves them time and also solves some of their other travel-related needs.
Going from the result of our earlier conducted surveys, we will discover that users want a flight-booking system that saves them time and also solves some of their other travel-related needs.
Going from the result of our earlier conducted surveys, we will discover that users want a flight-booking system that saves them time and also solves some of their other travel-related needs.
USER TESTING
USER TESTING
USER TESTING
The design was tested, to ascertain that it actually meets the already stated requirements and pain points of the users. The following criteria were were used in testing the design:
Usability (Ease of use)
Learnability
Satisfaction
Efficiency
The key takeaways from the test were:
Users can now complete their flight bookings in shorter time frames.
The layouts of the screens are a bit more organized.
Users can now - on a click of a button - also book hotels and cabs.
They can also check out places, activities they could engage in, in cities.
They generally had an overall delightful experience, testing the design.
The design was tested, to ascertain that it actually meets the already stated requirements and pain points of the users. The following criteria were were used in testing the design:
Usability (Ease of use)
Learnability
Satisfaction
Efficiency
The key takeaways from the test were:
Users can now complete their flight bookings in shorter time frames.
The layouts of the screens are a bit more organized.
Users can now - on a click of a button - also book hotels and cabs.
They can also check out places, activities they could engage in, in cities.
They generally had an overall delightful experience, testing the design.
The design was tested, to ascertain that it actually meets the already stated requirements and pain points of the users. The following criteria were were used in testing the design:
Usability (Ease of use)
Learnability
Satisfaction
Efficiency
The key takeaways from the test were:
Users can now complete their flight bookings in shorter time frames.
The layouts of the screens are a bit more organized.
Users can now - on a click of a button - also book hotels and cabs.
They can also check out places, activities they could engage in, in cities.
They generally had an overall delightful experience, testing the design.
CONCLUSION
CONCLUSION
CONCLUSION
Being an industry I have always had interested in, working on this case study for a major player in the Nigerian aviation sector has been an utter delight for me. I figured, evaluating the website of a Nigerian-based airline wasn't a bad idea. After all, where do they say charity begins?
This design is an improvement on the current experience of users on the website; it also gives the airline a better online presence, which would, on a medium-/long-term basis, help the airline meet its business goals, as well as scale up its revenue stream, via this channel.
Thank you for your time 🫶.
Being an industry I have always had interested in, working on this case study for a major player in the Nigerian aviation sector has been an utter delight for me. I figured, evaluating the website of a Nigerian-based airline wasn't a bad idea. After all, where do they say charity begins?
This design is an improvement on the current experience of users on the website; it also gives the airline a better online presence, which would, on a medium-/long-term basis, help the airline meet its business goals, as well as scale up its revenue stream, via this channel.
Thank you for your time 🫶.
Being an industry I have always had interested in, working on this case study for a major player in the Nigerian aviation sector has been an utter delight for me. I figured, evaluating the website of a Nigerian-based airline wasn't a bad idea. After all, where do they say charity begins?
This design is an improvement on the current experience of users on the website; it also gives the airline a better online presence, which would, on a medium-/long-term basis, help the airline meet its business goals, as well as scale up its revenue stream, via this channel.
Thank you for your time 🫶.
Ready to Work with Ikechi?
Get in touch today
Send a mail
Ready to Work with Ikechi?
Get in touch today
Send a mail
Ready to Work with Ikechi?
Get in touch today
Send a mail