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

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

3. 3 Overview of the webpages Alitalia Lufthansa

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

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

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

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

8. 8 Universal usability analysis Alitalia – Internationalization

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

10. 10 Universal usability analysis Lufthansa - Internationalization

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

12. 12 „Can you break it“ Alitalia – Change country http://www.alitalia.com

13. 13 „Can you break it“ Alitalia – Broken links

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

15. 15 „Can you break it“ Lufthansa – Buggy translations

16. 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. 17 Scenario evaluation Alitalia – Error notifications Selection causes an error Error notifications

18. 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. 19 Scenario evaluation Alitalia – Permit action reversal

20. 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. 21 Scenario evaluation Lufthansa – Universal usability

22. 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. 23 Scenario evaluation Lufthansa – Error notifications

24. 24 Competitive testing analysis LufthansaAlitalia Universal usability „Can you break it“ Search for flights Book a flight 7 1 5 3 7 1 6 2

25. 25 Thank you for your attention!