Understandings
Questions:
• What would the step bar include?
• Should we follow the “Change flight” logic/flow?
• What payment information is the guest expecting?
• Should we show “Compare Cabin” if there are no upgrade options available?
• Should we prompt the user with all payment configurations?
• How does the user upgrade only one segment on a layover trip?
Requirements:
• The guest will need to see different information once on the payment page than what we currently have in RBF.
• Using existing design components to save time on the development and the design.
• The user will need a way back to “Manage-Trip”, because we knew from previous UXR that many guests will get into this flow just to compare the cabins and not to actually purchase new options.
Turkana
“Provide more details on the home page, show me what I get with the upgrade.”
Riley Jones
“Make it take one less step if possible. It felt like a long process”
Robert Harris
“I would have the ability to upgrade all flights at once to Premium or Business.”
Overview
In order to improve the efficiency of our work at WestJet, we utilized the Scrum framework.
As a result of using "Jira", we were able to plan, track, and manage all of our user stories, tasks, sprints, software channels, and platform development projects in one place.
The sprints I worked on were two weeks long. In order to make sure we were aware of what had to be completed in each sprint and to ensure that the sprint goal and work could be achieved, we did sprint planning together as a team. In order to identify what worked well, what needed to be improved, and what improvements/changes we intended to commit to as a team in the next sprint, we held a sprint retrospective at the end of each sprint. Transparency and team communication were front and center of our daily work as we followed the Scrum framework.
As a result of our collaboration with Product Owners, we were able to break down complex user stories (epics) into smaller pieces of work that could be completed in our sprints, define the "definition of done" and use our research and testing to pivot as needed to ensure that our project outcomes were achieved.
Target audience
The only guests who will have access to this feature will be gold and premium members (Older public).
As a result, they have already been through the Responsive Booking Flow (RBF).
As a result of multiple conversations with the team, we decided to follow the current RBF design system and take the same approach with the step bar as well.
The guests were already familiar with the RBF flow and it simplified their journey.
The “early access to upgrade” feature appears in the “Manage Trip” section which has a similar feature called “Change Flight”.
Based on the data, we decided to follow the same logic/flow and run a happy-path usability testing later on in the process to see how our guests react.
Testing on real users
Each one of the designs was tested with at least 30 users. We asked them to go through the flow and communicate their sentiments. At the end of each testing, we ask them multiple questions regarding the flow.
One of them was “what do you think about the flow and the arrangement of the pages and what would you do if you could modify anything you have in mind”. In addition to the multiple questions, we have also analyzed their voice and the movement of the mouse on the screen to define if there had more frustrations than what we were told in the questionnaire.
Outcome
First design version:
The average time to complete the task: 2:12
The average number of clicks: 21
New design version:
The average time to complete the task: 0:45
The average number of clicks: 11
The new Design is 1.27 seconds faster and requires 10 fewer clicks on average.
Style Guide and components design
Final Design
WestJet - Early Access to Upgrade
Provide WestJet Gold and Premium members with the opportunity to upgrade their cabin 48 hours in advance of their scheduled flight for a better fee rather than 24 hours in advance.
