Usability analysis of the Lufthansa and Alitalia websites Juri Strumpflohner Matthias Braunhofer

2 Content Overview of the webpages Target users Analyzed scenarios Methodologies Evaluation examples

3 Overview of the webpages Alitalia Lufthansa

4 Target users Normal user booking holidays Business users Users with disabilities

5 Analyzed scenarios Search for flights Book a domestic and international flight

6 Methodologies Universal usability analysis „Can you break it“ analysis Scenario evaluation against 8 golden rules Competitive testing analysis

7 Universal usability analysis Alitalia Good Cross browser and OS compatibility Bad Internationalization No consistency among pages No assistive features

8 Universal usability analysis Alitalia – Internationalization

9 Universal usability analysis Lufthansa Good Internationalization Consistency among pages Cross browser and OS compatibility Bad No assistive features

10 Universal usability analysis Lufthansa - Internationalization

11 „Can you break it“ Alitalia Unable to change country once remembered Broken links and images Filter flights Appearance problems W3C HTML validation

12 „Can you break it“ Alitalia – Change country

13 „Can you break it“ Alitalia – Broken links

14 „Can you break it“ Lufthansa Buggy translations W3C HTML Validation W3C CSS Validation

15 „Can you break it“ Lufthansa – Buggy translations

16 Scenario evaluation Alitalia - Search for flights 1. Strive for consistency 2. Cater to universal usability 3. Offer informative feedback 4. Design dialogs with a closure 5. Prevent errors 6. Permit action reversal 7. Users should have control 8. Reduce short term memory load

17 Scenario evaluation Alitalia – Error notifications Selection causes an error Error notifications

18 Scenario evaluation Alitalia – Book a flight 1. Strive for consistency 2. Cater to universal usability 3. Offer informative feedback 4. Design dialogs with a closure 5. Prevent errors 6. Permit action reversal 7. Users should have control 8. Reduce short term memory load

19 Scenario evaluation Alitalia – Permit action reversal

20 Scenario evaluation Lufthansa - Search for flights 1. Strive for consistency 2. Cater to universal usability 3. Offer informative feedback 4. Design dialogs with a closure 5. Prevent errors 6. Permit action reversal 7. Users should have control 8. Reduce short term memory load

21 Scenario evaluation Lufthansa – Universal usability

22 Scenario evaluation Lufthansa – Book a flight 1. Strive for consistency 2. Cater to universal usability 3. Offer informative feedback 4. Design dialogs with a closure 5. Prevent errors 6. Permit action reversal 7. Users should have control 8. Reduce short term memory load

23 Scenario evaluation Lufthansa – Error notifications

24 Competitive testing analysis LufthansaAlitalia Universal usability „Can you break it“ Search for flights Book a flight

25 Thank you for your attention!