1. PET Redesign Research findings
21 Participants
11 Alaska Airlines employees (Corporate Campus)
10 Horizon Air employees (SeaTac Airport)
3 Flight Attendants
6 Ramp Agents
4 Project/Product Managers
4 Developers/Engineers
4 HR/Admin

2. Raw data

3. I really like the branding. I like having duration here, a lot.
This is pretty straight-forward.
Can I click this?
Looks Good!
I like it!
Very pretty site.
Love that I don’t have to start from square one anymore!
What exactly is the requested format?
What is Upcoming Trips?
Nice!
What does 6+ mean?
This list looks really nice.
This is much nicer to the eyes.
Is it going?
It’s beautiful!

4. bugs
BUGS
Site crashed at some point during most sessions, at various points during the process.
There’s no back button in mobile
When entering phone number in mobile, we should show only numeric keyboard
If phone # error, have to reload whole page, it can’t recover
There’s no spinner between listing page and verification page
Cabin shows “cabin” when listed for first
Need a ”Go Back” button on the verification page to save listing input
The “To” in search page wasn’t auto-filling about half of the time

5. high priority findings (1 of 3)
Users expected that the phone number would auto-format. (13/21)
Suggestion: Build auto-formatting into back-end code. Also, make error box bigger and force an action for users to acknowledge it.

6. high priority findings (2 of 3)
Users were unclear what day was being shown on the search calendar. (9/21)
Suggestion: Include day abbreviation on search calendar.
Note: Several users hit “enter” to confirm date in calendar and accidentally activated search. Can we fix that?

7. high priority findings (3 of 3)
Users were surprised at the lack of “Confirm Cancel” box when canceling a listing. (3/21)
Suggestion: Include a confirmation of cancelation box when canceling a listing.

8. Medium priority findings (1 of 3)
Most users skipped over “Listing Options” section due to single, grayed out option. (11/21)
Suggestion: Include all choices, with “Coming Soon” boxes. Select Pleasure travel as default and have Cabin options immediately visible.

9. Medium priority findings (2 of 3)
There was some confusion around what numbers were being represented on the Flight Results page, particularly in mobile view. (8/21)
Suggestion: Include “Open” label on desktop version, Include “Open” label on details screen (mobile and desktop). Make labeling more consistent (non-rev vs. listed)
For mobile, need to explore additional ways to display labels for open seats.

10. Medium priority findings (3 of 3)
Users were confused by inconsistent loading spinners, both in appearance and in implementation. (6/21)
Suggestion: Keep loading boxes consistent and shown at every “big loading” event (Search, List, Continue, List Now).

11. Low priority findings (1 of 3)
Users expected to see a priority list on the Upcoming Trips page. (6/21)
Suggestion: Include a link to the priority list from this page (hyperlink employee travel priority code).

12. Low priority findings (2 of 3)
Emptiness of navigation was confusing for some users. (5/21)
Suggestion: Include as many working links as we can. Gray out inactive links with a “coming soon” message when clicked on.

13. Low priority findings (3 of 3)
There was confusion around the Upcoming Trips header. (3/21)
Suggestion: Either simplify to look more like other headers, or include future tabs with a “coming soon” message box.

14. Design suggestions DESIGN SUGGESTIONS
Remove background image from mobile view. Too busy and functionality is lost. (pg. 15)
Make calendar bar “sticky” so that users always know what date they’re searching.
Call out times on the flight results page a little more – create hierarchy. (pg. 15)
Reverse search was completely overlooked – consider moving it to “Upcoming Trips” so that it’s more applicable/relevant in the process.
Use AAG branding, rather than a single airline’s.
Make “Employee Travel” more apparent – keep it unique enough that users know what tool they’re using at all times.
Put additional details into Show Details (i.e. dates, flight info, equip type) (pg. 15)
Tighten up lower links on homepage (both desktop and mobile) – consider removing #iamalaska link for simplicity. (pg. 15)
Review consistency between pages in how text/formatting looks (underline links).
Change PSA on verification page to be more descriptive
Design suggestions
DESIGN SUGGESTIONS

16. Include an option to mark traveler(s) as disabled (i. e
Include an option to mark traveler(s) as disabled (i.e. ”needs wheelchair”) or carrying a lap infant, etc.
For flights that are marked as “Closed”, show how many listed non-revs were left behind. (this shows how many will “roll-over” to the next flight and take empty seats and what their priority is.
Find a way to simulate round trip searches, listing and non-rev travel.
Include arrows on calendar bar so that user can extend search.
On Upcoming Trips, include links to hotels/car rentals/public transport/etc. based off of the listed flight.
Can we put where a flight originated from? This is related to thru flights and having a higher priority if you are on the originating flight, rather than hopping on mid-way through.
For PET homepage, use employee submitted images and give credit (“Photo by”).
Future features