User Experience by Jamie Turpin

JAMIE TURPIN

Professor O’Bryan . GRDS784 . Project B

01Project Overview Intent

PROCEDURE

ESTABLISH EXPECTATION

For Project B, you will work through the five phases of software development in an effort to design a competing virtual user experience solution (i.e., application, Web site) to the virtual user experience solution that you evaluated in Project A.

Develop a task visualization that includes a timeline breakdown for executing initial ideation, exploration, prototyping phases, usability testing, and design iteration. You will likely revise and refine this timeline throughout this project.

Create a design proposal that presents your work on the first three phases of development:

OUTCOMES

· · · · · · · · · · ·

PURPOSE

PROJECT B, PART 1

create a task visualization that details the objectives and steps required to design and execute a virtual user experience solution draft a series of ideas and functionality options that may be useful components in the design of an engaging and effective virtual user experience solution create a series of personas that define the unique characteristics of potential users, including their backgrounds, demographics, and reasons for using the solution create a series of scenarios that identify unique user goals for the product create storyboards and low-fidelity prototypes that exhibit the fundamental visual and interactive components of the intended virtual user experience solution create a design proposal that clearly defines the scope, functionality, user group, and initial prototypes for the creation of an innovative virtual user experience solution

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

The following is a list of task areas and milestones to include in your timeline: topic research and exploration ethnographic research of the user group creation of personas creation of scenarios creation of initial sketches creation of low-fidelity prototypes development of coding, modeling,screenshots creation of high-fidelity prototypes preparation for usability testing assessment of usability testing results creation of final design iterations.

PHASE 1 PLANNING, SCOPING, AND DEFINITION

Document initial ideation and brainstorming processes. Define the function of the virtual user experience solution. Define how this solution will improve the user experience evaluated in Project A. PHASE 2 EXPLORATION, SYNTHESIS, AND DESIGN IMPLICATIONS

Define the functionality and scope of the project. Define the user group. PHASE 3 CONCEPT GENERATION AND EARLY PROTOTYPE ITERATION

Write three personas that define different user roles. For each persona, include the individual’s background information, demographics, and reasons for using the solution. Write six scenarios that identify typical user goals for the product. Based upon these scenarios, you will create a usability test script for your chosen product in Project B, Part 2. Present initial visual mood boards, storyboards, and low-fidelity prototypes.

01Task Visualization Timeline

B 01 UNIT

Âť

1 2 3 4 5

B 02 6 7 8 9

B 03 10

Topic Exploration Topic Research Ethnographic Research Personas Scenarios Initial Sketches Development of Low-Fidelity Prototypes Continuation of Low-Fidelity Prototypes Preparation For Usability Testing Usability Testing 01 Usability Testing 02 Development Of Coding, Modeling or Screenshots Creation Of High-Fidelity Prototypes Assessment Of Usability Testing Results Creation Of Final Design Iterations

PLEASE NOTE The task visualization indicated above is based on my knowledge today. It might reflect or change as the project progresses.

Work In Progress/Developing Worked On

01Design Proposal Key Items

PROBLEM

SCOPE

With the redesign of Delta.com in November 2012, thereâ&#x20AC;&#x2122;s been a rise of further issues that the virtual user did not experience prior to the website update. Due to the site change, many end users of all generations have been challenged with using the new site with the end results leading to frustration, having to talk on the phone with customer service to book a flight, and feeling dissatisfied with their end result or experience.

The scope of this project is to exemplify the redesign of the booking process for the selected user group on Delta.com

Delta Air Lines target audience are business travelers. This target audience prefers websites to have efficient usability and legibility when booking a flight. This proposal will resolve the issues that the Delta Air Lines fliers have experienced lately when attempting to book a flight.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The selected user groups will provide their user goals when booking a flight along with other personal expectations that will help improve the site. The personalities of the selected user groups are as follows â&#x20AC;&#x201C; weekly business traveler, getaway traveler and a traveler who is always on the go. By gaining insights from the three users will improve the sites functionality, usability, organization, and overall aesthetic. ADDITIONAL INFORMATION

The redevelopment of the site will also provide a better booking process for the virtual user by allowing them to control the process steps without having to start the process of booking a flight all over. The ability to select a seat will also be enhanced. The overall organization and aesthetic will be simplified to provide a minimalistic style for the user.

01Design Proposal The Problem

WEBSITE

delta.com Richard H. Anderson (CEO)

KEY PEOPLE

Edward Bastian (President) LOCATION Atlanta, Georgia FOUNDED

POSITIONING

COMPETITORS

To reflect on the feedback provided by the three different user groups will improve the sites functionality, usability, organization, and overall aesthetic.

Southwest Airlines United Airlines American Airlines Frontier Airlines

May 30, 1924 SITE IDEAS

PROBLEMS

Controllable Booking Process for the Virtual User

» The visibility of the system status lacks the power to perform its vital task.

Simplify the sites architecture to provide better organization and a minimalistic appeal.

» The process of booking a flight needs to provide user control and freedom. Currently, if a user wants to modify their flight dates, they have to start back at the index page to modify their flight dates.

Provide the route map as one of the visuals on the site.

» Currently the site lacks flexibility and efficiency for the user. » The overall content and organization of booking a flight needs to be enhance. There is ample of distractions and excessive clutter on the site that challenges the users’ ability to focus on their task. » Currently the site does not provide any consistency or standards for the user to engage in.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

Figure 1: Current Site, delta.com

01Brand Research Delta Air Line

DELTA AIR LINES

PRODUCTS

CLASS

delta.com

SkyMiles the leading frequent flier rewards program

BRAND

Delta Fare Sales amazing deals announced regularly

First And Business First Class is offered on all domestic aircraft, as well as Delta Connection aircraft with more than 50 seats. Passengers aboard this class receive free snacks, drinks, and alcohol, with full meal service on flights 900 miles and longer.

“Delta’s current livery, ‘Upward & Onward’, uses four colors. It features a widget (triangle) on each aircraft’s vertical stabilizer to refer to Delta’s origins as a carrier in the Mississippi Delta.” “The triangle logo, known internally as ‘the Widget’, was introduced in 1959. It was not part of the ‘Colors in Motion’ livery, but returned with the current livery.”

Delta’s Force for Global Good doing the right thing in communities around the world Award-winning Business Elite domestic and international service 50+ Delta Sky Clubs all over the world

COMPANY SLOGAN

You’ll love the way we fly (old slogan) Gone goes around (old slogan) Keep climbing

RESOURCES Delta Air Lines. From Wikipedia, the free encyclopedia. http://en.wikipedia.org/wiki/Delta_Air_Lines (accessed January 11, 2013).

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

Economy Comfort Economy Comfort seats are installed on all Delta aircraft, as well as all two-cabin Delta Connection aircraft. Additional amenities include priority boarding, complimentary spirits on international flights, and HBO programming. Customers can upgrade from standard economy class seats to Economy Comfort seats. Economy Economy class passengers receive complimentary snacks and non-alcoholic drinks domestically. Alcoholic beverages are also available for purchase.

01Market Segment Delta Air Line

TARGET CONSUMER

Delta Air Lines is a major United States airline headquartered in Atlanta, Georgia, in the United States. The airline operates an extensive domestic and international network. Delta Air Lines serves more than 160 million customers each year.

ALL STATISTICS ARE PERCENTS BASED ON INTERNET AVERAGE

REGIONAL STATISTICS

NORTHEAST REGION

20.4

Delta appeals slightly more toward females, the age range usage is from 35-50.

WESTERN REGION

The southern region has an index value of 122 (44.6%), which further supports that they are brand loyal to Delta.

DEMOGRAPHICS

19 23

Delta Air Lines. From Wikipedia, the free encyclopedia. http://en.wikipedia.org/wiki/Delta_Air_Lines (accessed January 11, 2013). Delta Demographics. http://www.quantcast.com/delta.com (accessed January 26, 2013).

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

HOUSEHOLD INCOME

AGE GROUPS

<18 18-24 25-34 35-44 45-54 55-64 65+ REPORT TAKEN: OCTOBER 2012

15.7

MIDWEST REGION

By catering to loyal customers is important, but at the same time Delta focuses their marketing and advertising techniques towards segments that are not so popular with them which is crucial as well to gain more customers.

RESOURCES

44.6

19.4

TARGET AUDIENCE

Delta Airlines used further by people who are college educated and have an income of over $100,000. (“Delta.com - Demographics.” Quantcast - Home. Web. 26 Jan. 2013. (http://www.quantcast.com/delta.com.)

SOUTHERN REGION

32 $0-50k

$50-100k

$100-150k

COLLEGE EDUCATION

SERVICE

$150+

44 No College

College

Grad School

01Visual Research Delta Air Line

User Interaction With Delta

Figure 2: Index Page, delta.com

Figure 3: Facebook Page, Social Media

Figure 4: LinkedIn Page, Social Media

Figure 5: Twitter Page, Social Media

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

01Visual Research Delta Air Line

Delta Air Lines’ Current Booking Process/Steps

Step 1 – Search Flights

Step 2 – Select Trip

Step 3 – Passenger Info

Step 4 – Review/Purchase

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

01Visual Research Delta Air Line

Figure 10: Delta Air Lines, Route Map, 2013

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Figure 11: Screenshot of Delta Air Lines, View Seats, 2013

Figure 12: Screenshot of Delta Air Lines, Progress Message, 2013

01Visual Research Inspirational

Square.com exemplifies a respectable balance of icons on their site layout. Source: Square.com

Clever usage of icons with the navigational links on their site. Source: wearepandr.com

Excellent use of icons on Index Source: Hostel Oporto Excentric

Simplified layout Source: VisitPhilly.com

Organized layout Source: IWannaGoThere.com

Good usage of map on index page. Source: IWannaGoThere.com

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

01Initial Sketches Brainstorming

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

01Initial Sketches Brainstorming

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

01User Experience Persona One

“As a frequent business traveler, I receive good service when on the actual plane; it’s the experience of booking the flight that alters my opinion due to the process and visibility not being simplistic for the user to engage in.”

PERSONA

Weekly Business Traveler

NAME

Amy Smith

AGE

40 years old

RESIDES

Kansas City (Midwest)

CAREER

Legal Nurse Consultant

BACKGROUND

Recently, Amy married her husband James in Playa Del Carmen, Mexico. Amy travels weekly for her job and enjoys spending the weekends on one of the coasts with her husband. MOTIVATIONS

DEVICES

PC Desktop, Toshiba Laptop, Android Phone & iPad

USER TYPE

Mainstreamer

EDUCATION

RN, CST, Registered Nursing, Surgical Technology

SKILLS

Regular user of MS Office apps

Three out of the four weeks a month she travels to Minneapolis, Minnesota. The other week she rotates monthly traveling to Salt Lake City, New Jersey, or San Diego. Amy flies Delta due to the compatibility with her destinations. She mentions the site is not efficient with her time along with not being as user friendly compared to the other airline sites. FRUSTRATIONS

Her annotations are because the site feels disordered due to the main messaging (the pricing) being overlooked or lost when viewing the page layouts.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

IDEAL EXPERIENCE

• Encounter a simplistic process when booking a flight that is consistent throughout and can utilize as navigating forward and backward in the process. • Restructure the layout to provide better visibility for the flights available and pricing. • Have the ability to modify a flight dates and city on the same page that announces the flights available for booking.

01User Experience Persona Two

“As a Getaway Traveler, it would be astounding if booking a getaway trip was in the same spot as booking a flight.”

PERSONA

Getaway Traveler

BACKGROUND

IDEAL EXPERIENCE

NAME

Sherry Wallis

54 years old

• Experience better organization and visibility. Such as having flight getaways listed under “Book a Trip”

RESIDES

Atlanta (Southern)

CAREER

Sales for a Fortune 500 Company

Married to a lawyer, who has the motive “work hard, play hard”. They enjoy weekly travels to great destination places on the east or west coast. She also has one daughter who attends Drake University.

COMPUTER & DEVICES

Mac Desktop, Laptop, iPhone & iPad

MOTIVATIONS

USER TYPE

Willing Adopter

EDUCATION

Bachelor Degree Economics

AGE

SKILLS

Regular user of MS Office apps

Typically two weekends out of the month, Sherry and her husband get a way to one of the coasts for the weekend. Sherry would like the website to be more efficient with the process of booking a get-a-way flight. FRUSTRATIONS

When perusing for the getaway flights on Delta. com, it feels disconnected from the “Book a Trip” due to being under a different navigational category called “Escape”.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

• Have the ability to select preferred seats when booking the flights. (Currently, the seat layout is shared, but the user cannot successfully select a seat.)

01User Experience Persona Three

“As a Professional Worker and Student who is always on the go, my challenge is not having extra time. So with having an airline site that is efficient with the process and overall experience in return it would help me save time.”

PERSONA

Always on the Go

BACKGROUND

NAME

Ang (A.G.) Wu

A.G. works Monday through Thursday in Washington DC then travels home to Kansas City to do school online at Duke University. Two weeks out of every three months, he travels with his classmates to another country such as Dubai, India, China as part of the school program.

AGE

30 years old

RESIDES

Washington DC & Kansas City, MO

CAREER

Tech Consultant for Cerner

COMPUTER & DEVICES

Mac Laptop, iPhone & iPad

MOTIVATIONS

USER TYPE

Expert

Every week he is on the go either traveling for work or school. A.G. needs an airline site that is very simplistic and efficient with his time.

EDUCATION

eLearning student in the The Fuqua School of Business Executive MBA Program

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

FRUSTRATIONS

A.G. gets annoyed with the site having so many distractions on it. He feels the site should exemplify ‘less is more’ throughout.

IDEAL EXPERIENCE

• Having the ability to select my typical or regular flight from Kansas City (Point A) to Washington DC (Point B) would be very efficient for me and yet save me ample of time. • Airline sites provide a minimalistic, non clutter site would help legibility and efficiency. Currently, the overall clutter or extra noise throughout Delta’s site could be reduced to support simplistic visuals and messaging. • Simplify the booking process and the functionality of its options would be very beneficial.

01User Experience Scenario A

Amy travels weekly to Minneapolis, Minnesota for the company she works for. At times, she feels she lives out of a suitcase due to spending majority of her time in a hotel. Recently, Amy’s travel arrangements have been in limbo due to the mandatory need of her clinical services At times, Amy is notified the day of that she needs to book a last minute flight. While Amy is on the phone with her company booking the flight online, the destination city is altered to the neighboring state due to their mandatory need of clinical services for patients.

Business Traveler Amy Smith

As a result of Amy's frustration of not having user control of Delta's booking a flight process her primary user goal is simple. (Read below to further learn about Amy's goal.) PRIMARY USER GOAL: SIMPLE

The frustration that Amy experiences while online booking a flight through Delta’s website is not having the ability to navigate backwards in the process of booking a flight. When she has to alter the city or traveling dates, she has to start the process of booking a flight completely over.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

Amy desires a simplistic process when booking a flight on Delta’s website. AMY DESIRES:

Delta Air Line's to follow the Platform Conventions of Consistent and Standard. She also claims to have the ability to go back in the process to revise a flight.

“As a frequent business traveler, I am very happy Delta simplified the steps for booking a flight. Now the process functions to fit my needs.”

01Storyboard Scenario A

FLIGHT Congrats Payment Complete ITINERARY DEPART

RETURN

MAR 23

PRIMARY USER GOAL: SIMPLE

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

Amy desires a simplistic process when booking a flight on Delta’s website.

Follow the Platform Conventions: – Consistent and Standard

– Have the Ability to Go Back (in the Process) to Revise a flight.

Message Indicates Payment Complete – able to Print Page

Business Traveler Amy Smith Amy is Excited the Content is Simplified on the Index Page to Book a Flight.

Amy has the Ability to Interact with the Process Steps

Amy is Relieved the Usability of the Calendar has Improved FLIGHT

FLIGHT FLIGHT

Select Departing Flight Departure Date

Departing City to Arrival City

Arrival Date

Departure City

One Way

Round Trip

ITINERARY

Arrival City

DEPART

Departure City or Airport Code Arrival City or Airport Code

SUN M

SAT

1 Adult

Depart A

rrive

light #

Travel Time

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0 Seniors 65 +

Advanced Search

Select Returning Flight Depart A

rrive

light #

STEP 1: PROVIDE FLIGHT DETAILS Departure & Arrival Cities, Number of Travelers, Travel Dates

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

MAR 23

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

INFORMATION Name

D.O.B

SEX

Address

City

State

Zip Code

PAYMENT Card Number

Travel Time

Amy is very content with the flexibility of the revised process . for booking a flight

RETURN

STEP 2: SELECT FLIGHTS Departure & Arrival, Have the Ability to Modify Flight Search

Exp Date

CDV

STEP 3: FLIGHT SUMMARY Flight Itinerary and Payment Information

01Functionality

Scenario A – Closer Look

PRIMARY USER GOAL

Provide a simplistic process when booking a flight that is consistent throughout and can utilize as navigating forward and backward in the process.

User has the Ability to Modify Search with Ease

User Has the Ability to Interact with the Process

FLIGHT

Departing City to Arrival City

Select Departing Flight

SECONDARY USER GOAL

ITINERARY

Restructure the layouts so the user can view the flights and pricing more visually.

Simplify Content on Index Page of Booking a Flight.

Departure City

User Has the Ability to Interact with the Process

FLIGHT

Arrival City

DEPART

Travel Time

Depart Airport Arrive in City

Flight #000

$000

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

Arrive

Flight #

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

Name

D.O.B

SEX

0:00 AM

000

0h 00m

$000

Address

City

State

RETURN

MAR 23

INFORMATION

Exp Date

Card Number

Arrival Date

Zip Code

PAYMENT

Select Returning Flight Departure Date

0:00 AM 0:00 AM

Depart

Arrive

Flight #

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

CDV

Travel Time

One Way

Round Trip Departure City or Airport Code Arrival City or Airport Code

SUN M

Submit

SAT

1 Adult 0 Seniors 65 +

STEP 3: FLIGHT SUMMARY Flight Itinerary and Payment Information

Advanced Search

Ease of Calendar Availability

STEP 1: PROVIDE FLIGHT DETAILS Departure & Arrival Cities, Number of Travelers, Travel Dates

STEP 2: SELECT FLIGHTS Departure & Arrival, Have the Ability to Modify Flight Search

Note: Layout Exemplifies Better Flight and Pricing Visibility for User

FLIGHT Congrats Payment Complete ITINERARY DEPART

RETURN

MAR 23

Step 2

Step 3

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

0:00 AM 0:00 AM

Depart Airport Arrive in City

Flight #000

$000

Accomplish

Step 1 Step 2

Step 3

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

Message Indicating Payment Complete Ability to Print Page

Note: Pricing is Dominant for User

01Visual Narrative Scenario B

Amy is in her office, on her keyboard she types in her next business trip dates on Delta.com

PRIMARY USER GOAL: EASE OF USE

When Amy is on the page to select her flights; she would be very satisfied to have the availability to modify the initial flight information.

Business Traveler Amy Smith FLIGHT Select Departing Flight

FLIGHT Round Trip

One Way

Multi Way

SUN M

SAT

Select Departing Flight

Departure City Arrival City

1 Adult

0 Seniors

Departure City

Arrival City

Optional: Multi City

Depart A Depart

Arrive

Flight #

0:00 AM

000

Travel Time

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

rrive

light #

Travel Time

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

0:00 AM

000

0h 00m

$000

Select Returning Flight Depart A

rrive

light #

Travel Time

Amy has the ability to modify her search. She can modify her flight dates without having to start the process all over again.

scenario development

SUN

SUN M

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

SAT

Amy needs to modify travel dates

01User Experience Scenario C

One evening, at the Wallis’ house in Atlanta, Georgia; Sherry and her husband Mike discuss their next venture to Cancun. Sherry immediately pulls out her planner to select some dates so in the morning she can get online and book

The next morning; Sherry gets online to book flights through Delta’s site. Feeling confused as she peruses through the navigation link “Book A Flight” she can’t seem to locate the get-a-way or destination flights. Suddenly she has an Aha moment; the flights she’s looking for are under the “Escape” category.

The disconnect Getaway Traveler Sherry Wallis

As a result of Sherry's confusion due to Delta's site disconnect, her primary user goal is organization. (Read below to further learn about Sherry's goal.) PRIMARY USER GOAL: ORGANIZATION

Sherry and her husband Mike plan to book a Get-A-Way trip on Delta.com Sherry would feel very relieved and confident knowing she selected the best deal if Get-A-Way Flights were listed under the category “Book a Trip”.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

01Storyboard Scenario C

PRIMARY USER GOAL: ORGANIZATION

We are Excited to Get-A-Way

Way Get-A-ts Fligh

Flight Book A

Sherry is on Delta.com

When Sherry books the flights online, she feels relieved that Get-A-Way flights are conveniently placed under the same category as book a flight.

Setting: Home Office

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

We love the Ease of Use Delta.com provides

FLEXIBILITY & EASE OF USE Get-A-Way Flights & Book a Flight conveniently located on consistent page

By Delta.com providing simplicity, organization, and convenience on their site – Result with Mike & Sherry enjoying their vacation and feeling confident they received the best deal on delta.com due to the site not feeling disconnected. Setting: The Beach

01Visual Narrative Scenario D

PRIMARY USER GOAL: ACCESSIBILITY

Sherry prefers to have the ability to select her preferred seat when booking flights on delta.com Sherry would be positively surprised if she had control to select her preferred seat on Delta.com Getaway Traveler Sherry Wallis

Flight #209 to Miami â&#x20AC;&#x201C; Sherry is extremely excited inside due to the controllability she had to select a window seat.

Available

Sherry views the seats available on Delta.com Setting: Home Office

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Surpisingly, Sherry has the ability to select the seat she wants.

01User Experience Scenario E

Thursday evening, A.G. is traveling back to Kansas City, Missouri from his week long business trip to Washington DC. On his drive home from the airport he remembers he needs to book his business trip for the following week. Walking into the house, he opens his laptop at the kitchen table and begins typing in the destination cities. Feeling exhausted he wonders why there isn’t a quick link…this way the site would help him be more efficient with his time. In his mind, more time equals more sleep.

A.G at times feels like a bouncey ball ... back and forth ... back and forth from Kansas City to Washington DC ...Washington DC to Kansas City Always on the Go Ang (A.G.) Wu

As a result of AG's exhaustion, his primary goal for for Delta's site is to be efficient with time. (Read below to further learn about AG's goal.) PRIMARY USER GOAL: EFFICIENT WITH TIME

A.G. is very busy these days and in return he needs products/services to be simplistic and efficient to save time. He travels weekly from Kansas City, Missouri to Washington DC. He believes it would be very ideal if airline sites would provide quick links for fliers to rebook their typical work/business flights.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

01Storyboard Scenario E

PRIMARY USER GOAL: EFFICIENT WITH TIME

Always on the Go Ang (A.G.) Wu

Quick Links

Quick Links pulled down menu; Book a Saved Trip and Book a Frequent Trip are recognized. In return by providing this availability on the Index page allows AG to be very efficient with his time.

Quick Links Book a Saved Trip

Book a Frequent Trip

Quick Links shown at Index page – easy access for AG to utilize.

A.G. uses his laptop and iPad majority of the time since he is always in motion. d iPa

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

A.G. is very content with Delta.com due to them providing quick links for “Book a Saved Trip” and “Book a Frequent Trip”. By them providing these quick links for A.G. he achieves his goal of being efficient with time.

01User Experience Scenario F

PRIMARY USER GOAL: FOCUS

AG prefers to use airline sites that exemplify a minimalistic and simplistic layout. He has a purpose once he is online to book a flight and does not like distractions or clutter to slow him down. Always on the Go Ang (A.G.) Wu

Simplified Booking Process

BETTER TRAVEL Departure Date

Arrival Date

One Way

Round Trip Departure City or Airport Code Arrival City or Airport Code

A.G. is very satisfied with Deltaâ&#x20AC;&#x2122;s website exemplifing a simplistic, minimal layout that allows A.G. to get straight to point what his need is.

SUN M

1 Adult

SAT

Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation ullamco laboris nisi ut aliquip ex ea

0 Seniors 65 +

Advanced Search

Lorem

ipsum

dolor

sit

Minimal Layout Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

01Competition Research

Southwest Airlines

United Airlines

American Airlines

ABOUT

Operating as Southwest Airlines, is the world’s largest low-cost carrier headquartered in Dallas, Texas, USA. The airline was established in 1967, adopting its current name in 1971.

United was founded Boise, Idaho in 1926 as Varney Air Lines, becoming Boeing Air Transport in 1927 when it was purchased by aircraft manufacturer Boeing.

American Airways was developed from a conglomeration of 82 small airlines through acquisitions in 1930 and reorganizations: initially, American Airways was a common brand by a number of independent carriers.

BRAND

Gary Singer, CEO and founding partner at Buyology, tells Forbes.com he thinks Southwest fared well because of what its service represents in the mind of customers. That would be “accessible, affordable memories,”

In conjunction with the newly-adopted livery, in August 2010 the “United” lettering was updated in accordance with the previous Continental typeface, but presented entirely in upper-case lettering and slightly adjusted to bear a resemblance to United’s own previous style. The merger was approved in September 2010, and the two companies merged on October 1, 2010. Currently, over 450 aircraft have been painted in the “new” livery.

(The first change in the look of American’s fleet since 1968.) The new logo is both contemporary and understated, while the aircraft has a bold red and blue striped tail design. According to Friedman, “We did a lot of research with our customers and our employees to understand their views of the American brand and what they were looking for going forward. The silver fuselage, our silver bird and our eagle were very important to them going forward. The striped tail flying proudly is a bold symbol of both our origin and our name.”

southwest.com

RESOURCE Mutzabaugh, Ben. “Survey: Southwest Airlines is USA’s ‘most desired’ brand.” Web. 10 Feb. 2013 <http://travel.usatoday.com/>.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

united.com

aa.com

RESOURCE Ellett, John. “American Airlines Unveils First Facelift In 45 Years” Web. 10 Feb. 2013 <http://forbes.com/>.

01Analysis Feedback

UNIT 2 Professor O’Bryan states:

Be careful there, Jamie. You’re still focusing so much on the visual at this point. You’ve got to consider the mechanisms behind the visuals; i.e.—how the content is partitioned (which you are definitely beginning to do, but need to delve far deeper), the actual processes involved with booking a flight or checking a schedule. As always, your process is beautiful to look at. Glad you’ve not lost that. Meaghan Fitzpatrick states:

I really love your documentation of your sketches. They are clean and easily understood. I thought this first idea/layout was very nice but I was missing the advertisement aspect, realistically that would have to be incorporated into your new design. I think it would be great if we could get rid of advertisements and "specials" sections from all websites however they are an integral part of the business. I look forward to seeing your other ideas/layouts this week! Again beautiful sketching!

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

UNIT 3 Victoria Shepherd states:

You discussed and I agreed that too much can be too distracting. Are you concerned that the newer ideas while very modern and uncluttered, might be too clean? There has been much discussion about unnecessary visuals and find some like while others feel that ruins an app. Not well enough versed to have a strong opinion yet although I do tend to lean towards some emotive aesthetics. Of course my app is a fitness tracker so for a beginner they may want a little touchy feely attention, while the seasoned person just log and go. Your site is of course to accomplish something - an entirely different experience. Thinking out loud trying to makes sense of this experience. Professor O’Bryan states:

You mention a key Interaction Design principle called Signal-to-Noise Ratio, Jamie. Sometimes clutter is simply that: clutter. Other times, it will enhance a person's semantic response by recalling a presupposed construct. It is up to the designer to read the user (or, at the very least, the demographic) in order to decipher what is noise and what is clutter. I guess what I'm implying is to be sure to remember that some folks like a little plant-life to spruce up the waiting room... metaphorically speaking, of course.

UNIT 4 Professor O’Bryan states:

Things are looking good. Formatting-wise: just be sure you are continuing to run spellcheck. There are also several additional keyspaces randomly placed between words and sentences. Regarding the scenarios, you are providing a bit of a cold look at how the users are performing. Remember that User Experience is a strange beast that is not necessarily just about numbers. It is also about emotion and a sense of satisfaction on the users' end; often more qualified rather than quantified. Peter Bella states:

Jamie, your order of information is well planned. As you present the problem and your research of the Delta brand and market segment it creates a basis for the rest of your argument and proposed solution. The inclusion of the simple arrows in the user experience scenarios assisted me through the steps that the user will experience. Nice job (according to me) ;)

02 Project Overview Intent

PURPOSE

PROCEDURE

OUTCOMES

· · · · · · · · · · ·

PROJECT B, PART 2

write a usability test script that clearly and concisely addresses the heart of the usability questions of concern create refined prototypes for usability testing that the test user can successfully interact with and imagine to be working applications administer usability testing, with consideration for effective methods for documenting the mental models of each participant assess usability testing results, with consideration for key observations made present usability testing results that provide detailed insight into design variables influencing usability problems and successes refine and redesign components of the virtual user experience solution based on problems identified in the process of usability testing create a design presentation that clearly explains the process of evaluation, refinement, and production experienced through the process of usability testing

PHASE 4: EVALUATION, REFINEMENT, AND PRODUCTION PREPARE FOR USABILITY TESTING BY DOING THE FOLLOWING

· · · ·

Schedule a minimum of three test participants. Write a usability test script. Finalize prototypes for usability testing. Prepare for “Wizard of Oz” testing of each prototype. (For each prototype, the user should be able to imagine that he or she is testing a working application. For example, testing may be completed on screenshots or static images.)

USABILITY TESTING OF PROJECT PROTOTYPES

· Videotape the usability testing session. · Document mental models of each participant (i.e., ask user to look at each prototype and explain what he or she thinks is happening). · Once the testing is complete, write an assessment of the findings. The assessment should focus on three primary findings. As part of your assessment, you should justify why the problems are occurring. For example, are heuristics being violated? REDESIGN PROBLEMS IDENTIFIED IN THE USABILITY TEST

Depending on the findings, this phase may contain several iterative cycles of design and evaluation. If problems were identified during testing, you may need to redesign the prototype and then have it reevaluated once again to ensure that the design changes have effectively resolved the problems. CREATE A DESIGN PRESENTATION OF YOUR WORK ON PHASE 4 EVALUATION, REFINEMENT, AND PRODUCTION OF DEVELOPMENT.

This presentation must include: · usability testing preparation documents (i.e., test scripts and prototypes used for usability testing) · documentation of your usability testing sessions · written assessments of testing sessions · iterations of your working prototypes. You Are Free To Use Any Format That Best Suits Your Presentation.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

02 Task Visualization Timeline

UNIT

Âť

Revised on: 20 Feb 13

B 01

B 02

B 03

1 2 3 4 5

6 7 8 9

Topic Exploration Topic Research Ethnographic Research Personas Scenarios Initial Sketches Development of Low-Fidelity Prototypes Continuation of Low-Fidelity Prototypes Preparation For Usability Testing Development Of Coding, Modeling or Screenshots Creation Of High-Fidelity Prototypes Usability Testing 01 Usability Testing 02 Usability Testing 03 Assessment Of Usability Testing Results Creation Of Final Design Iterations

PLEASE NOTE The task visualization indicated above is based on my knowledge today. It might reflect or change as the project progresses.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Work In Progress/Developing Worked On

02 Prototype Low Fidelity

WORKING PAPER PROTOTYPES

It was nice to get the rough design off the screen and into hand to provide a closer look.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

02 Prototype Low Fidelity

RESPONSIVE WEBSITE

The revised website will be responsive due to the target users using different sizes of devices, from monitor, netbook, to tablet.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

02 Prototypes Working

CONTACT

Round Trip One Way Multi

Leaving From

Departure City or Airport Code

Departure Date

1 Adult

Arrival Date

0 Seniors 65 +

Going To

Arrival City or Airport Code

LOREM IPSUM LOREM IPSUM: ea consectetur adipisicing elit, sed do eiusmod tempor incididunt ut do labore et dolore magna aliqua. Ut enim ad minim veniam, quis ex ea nostrud exercitation ullamco Ut laboris nisi ut aliquip ex ea ex ea commodo consequat. LOREM IPSUM: irure dolor in reprehenderit in Ut voluptate velit esse cillum dolore eu fugiat nulla pariatur. Excepteur sint occaecat cupidatat non sit sit proident, sunt in culpa qui officia deserunt mollit anim id est non laborum Lorem ipsum dolor sit amet, consectetur LOREM IPSUM: elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis nostrud exercitation

CONCEPTUAL DEVELOPMENT

DIGITAL DEVELOPMENT

Screenshot of conceptual layout.

Screenshot of digital layout.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

02 Usability Test Script

Based upon these scenarios, create a usability test script for your chosen product.

The usability test script clearly and concisely addresses the heart of the usability questions of concern for the proposed virtual user experience solution.

SCENARIO 1

Amy desires a simplistic process when booking a flight. Follow the Platform Conventions: Consistent and Standard SCENARIO 2

When Amy is on the page to select her flights; she would be very satisfied to have the availability to modify the initial flight information. SCENARIO 3

Sherry and her husband Mike plan to book a GetA-Way trip on delta.com. Sherry would feel very relieved and confident knowing she selected the best deal if Get-A-Way Flights were listed under the category “Book a Trip”. SCENARIO 4

Sherry prefers to have the ability to select her preferred seat when booking flights on delta.com SCENARIO 5

AG is very busy these days and in return he needs products/services to be simplistic and efficient to save time. He travels weekly from Kansas City, Missouri to Washington DC. He believes it would be very ideal if airline sites would provide quick links for fliers to rebook their typical work/business flights. Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

QUALITATIVE TESTING – WEB USABILITY TESTING SCRIPT INTRODUCTION AND SETUP

TASKS

• Thanks for agreeing to help me test this site for my User Testing Course at SCAD. • Purpose – Explain the intent of Delta's revised booking process. • Testing Website – I'm collecting feedback on Delta Air Lines revised website and testing its booking process usability and functionality. Basically I'll provide a task and then watch you use the website. • Test Recording • This will take about 10 – 15 minutes per task.

• Book A Flight

THINK ALOUD

• Next I’d like you to start at Delta's index page • I have three different tasks I need you to perform today. • Please be open to thinking aloud as you navigate today. Feel free to say anything that comes to your mind, i.e. "This is horrible, what were you thinking?" or "I like the simple layout" • If possible, talk out loud while you’re doing each step, so I can understand what you are thinking and/or doing, i.e. "Now I'm going type in Travel Dates".

Process & Steps on Following Page

• Book A Get–A–Way Flight Process & Steps on Following Page

• Book A Frequent Flight Process & Steps on Following Page POSSIBLE QUESTIONS

What are you thinking? What are you thinking you should do here? What did you expect when you initially began the booking process? How was that task? How were you feeling? What are you looking for? Do You Have Any Feature Requests? FEEDBACK

Any Questions Before We Start?

• Users Provide Feedback

02 Usability Test Script

The usability test scripts are a reflection of the proposed virtual user experience solution I provided the users to test. TASK – BOOK A FLIGHT

TASK – BOOK A GET–A–WAY FLIGHT

TASK – BOOK A FREQUENT FLIGHT

On Index Page Of Delta Air Lines

01. Enter your Flight Details

01. Locate the Quick Links Pull Down Menu

Departure City, Arrival City, Travel Dates, and so forth 02. Click the Search button

and Select the Get–A–Way Option 02. Select a Trip 03. Click the Search button

Selecting Flights

and Select Book a Frequent Trip Option 02. From the Provided List, (let's pretend) Select a Trip that you've Flown in the Past

03. Select a Departure Flight and Arrival Flight

Selecting Flights

04. Click on Seat link to Select Seats

04. Select a Departure Flight and Arrival Flight

05. Click the Select Button

05. Click on Seat link to Select Seats

Selecting Flights

06. Click the Select Button

04. Select a Departure Flight and Arrival Flight

Reviewing Flight Information 06. Review the Dates, Times and Pricing of your Departure and Arrival Flights

05. Click on Seat link to Select Seats

Reviewing Flight Information

to Modify your Arrival Date

08. Enter Travel Info – First and Last Name, Date of Birth, and so forth

08. Reselect an Arrival Flight

09. Enter Payment Method and Details

09. Click the Continue button

10. Complete the Purchase by Selecting the Purchase Button

10. Enter Travel Info – First and Last Name, Date of Birth, and so forth 11. Enter Payment Method and Details 12. Complete the Purchase by Selecting the Purchase Button

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

06. Click the Select Button

07. Review the Dates, Times and Pricing of your Departure and Arrival Flights

07. Click on the number 2 in the Booking Process

03. Click the Search button

Reviewing Flight Information 07. Review the Dates, Times and Pricing of your Departure and Arrival Flights 08. Enter Travel Info – First and Last Name, Date of Birth, and so forth 09. Enter Payment Method and Details 10. Complete the Purchase by Selecting the Purchase Button

02 Prototype Flow Chart

Flowchart of the Virtual User Solution

index phase 1

select flights phase 2

review flight info

receipt

phase 3

select seats PLEASE NOTE:

The following ten pages exemplify the layouts the participants interacted with.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Once I structured each layout of the high fidelity prototype, I formed an interactive pdf to allow the testing participants to interact with the prototype as if it was a live website. I created text fields for the users to type in their flight information along with interactive radio buttons to allow them to indicate their preference of choice for flight selections.

02 Prototype High Fidelity

Screenshot of Proposed Layout

PROCESS

Round Trip

One Way Where We Fly

Advanced Search

Promo Code

Help

Index

AIRPORT ADVISORY Your time is valuable.Whether you're flying for business or going on vacation with your family, we want to help make your travel experience as stress-free as possible. NEW YORK CITY SCHOOLS The New York City School system has rescheduled the public school's February break. READ MORE >>

INDEX

Travel may be on other airlines. Terms and conditions apply to all offers and SkyMiles benefits. See specific offer for details, and visit SkyMiles Membership Guide & Program Rules. +Subject to government approval.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. Simplistic Process to Interact with 2. Quick Links Pull Down Menu includes Get-A-Way flights, Book A Frequent Trip 3. Minimalistic, Uncluttered Layout

02 Prototype High Fidelity

Screenshot of Proposed Layout

Select Flight

SELECT FLIGHTS

The proposed layout provides: 1. Simplistic Process to Interact with 2. Simplified Layout for Displaying Flights 3. Ability to Modify Flight Info Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

02 Prototype High Fidelity

Screenshot of Proposed Layout

PROCESS

Select Seats

LEGEND Available

Economy Comfort

Preferred +

Unavailable

+Reserved for eligible passengers and select fares. Preferred Seats may be purchased during check-in (Subject to availability). LEARN MORE

Select Seats

SELECT SEATS

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The updated layout provides: 1. Simplistic Process to Interact with 2. User Ability to Select Seat before Booking

02 Prototype High Fidelity

Screenshot of Proposed Layout

PROCESS

Departing City to Arrival City

Total Price

Itinerary

$000

ONE PRICE. PERIOD. Ticket prices on delta.com include ticket taxes and government fees.

DEPART

APR 25

06:00AM 10:55AM

Depart Airport Arrive in City

Flight

04:30PM 09:34PM

Depart Airport Arrive in City

Flight

DL 941

$427

RETURN

APR 28

DL 5064

$657 In-flight Services And Amenities May Vary And Are Subject To Change. All Prices Are (Usd) Unless Otherwise Noted. If Your Itinerary Qualifies For Trip Insurance, You Will Be Able To Add It Before You Purchase Your Ticket.

Final baggage fees will be assessed and charged at time of check-in. Baggage fees may change based on the class of service or frequent flyer status.

Information First Name

Last Name

D.O.B.

Sex

Address

City

State

Zip Code

PAYMENT Card Number

Exp. Date

CDV

By clicking 'Purchase', you agree to accept the fare rules and want to continue with this purchase

Review Info

REVIEW FLIGHT INFO Travel may be on other airlines. Terms and conditions apply to all offers and SkyMiles benefits. See specific offer for details, and visit SkyMiles Membership Guide & Program Rules. +Subject to government approval.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. Simplistic Process to Interact with 2. Better Visual Hierarchy for User

02 Prototype High Fidelity

Screenshot of Proposed Layout

Congratulations! Enjoy your Upcoming Travels Confirmation #03032013

Receipt

Receipt Confirmation Sent to your Email

RECEIPT Travel may be on other airlines. Terms and conditions apply to all offers and SkyMiles benefits. See specific offer for details, and visit SkyMiles Membership Guide & Program Rules. +Subject to government approval.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. A pleasant Message acknowledging user booked flight successfully.

02 Prototype High Fidelity

PROCESS

Book a Get-A-Way Trip Round TripTrip One Way Book a Saved Book a Frequent Trip

Advanced Search

Where We Fly

Promo Code

Help

Index

INDEX

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. Simplistic Process to Interact with 2. Quick Links Pull Down Menu includes Get-A-Way flights, Book A Frequent Trip 3. Minimalistic, Uncluttered Layout

02 Prototype High Fidelity

PROCESS

Book a Get-A-Way Trip Round TripTrip One Way Book a Saved Book a Frequent Trip

Advanced Search

TRAVEL UPDATES CRITICAL ALERTS

From:

To:

Miami (MIA) Miami (MIA) Miami (MIA) Miami (MIA) Chicago Where O'HareWe (ORD) Fly Chicago O'Hare (ORD) Chicago O'Hare (ORD) Dallas / Ft. Worth (DFW) Oklahoma City (OKC) Oklahoma City (OKC)

Freeport (FPO) St. Thomas (STT) Santo Domingo, D.R. (SDQ) Mexico City (MEX) Cancun (CUN) Puerto Vallarta (PVR) Los Cabos (SJD) Monterrey, MX (MTY) Cancun (CUN) Mexico City (MEX)

Starting At:

$284 $295 $339 $509 $373 Promo Code $433 $616 $421 $474 $782

Help

Index

INDEX

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. Simplistic Process to Interact with 2. Quick Links Pull Down Menu includes Get-A-Way flights, Book A Frequent Trip 3. Minimalistic, Uncluttered Layout

02 Prototype High Fidelity

PROCESS

Book a Get-A-Way Trip Round TripTrip One Way Book a Saved Book a Frequent Trip

Advanced Search

Where We Fly

Promo Code

Help

Index

INDEX

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. Simplistic Process to Interact with 2. Quick Links Pull Down Menu includes Get-A-Way flights, Book A Frequent Trip 3. Minimalistic, Uncluttered Layout

02 Prototype High Fidelity

PROCESS

Book a Get-A-Way Trip Book a Saved Trip Book a Frequent Trip

Advanced Search

From:

To:

Kansas City (MCI) Kansas City (MCI) Kansas City (MCI) St Louis (STL) St Louis Where (STL) We Fly Savannah (SAV) Kansas City (MCI)

Washington DC (DCA) Dallas (DFW) Savannah (SAV) New York(JFK) Dallas (DFW) Kansas City (MCI) Denver (DEN)

Promo Code

Help

Index

INDEX

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

The proposed layout provides: 1. Simplistic Process to Interact with 2. Quick Links Pull Down Menu includes Get-A-Way flights, Book A Frequent Trip 3. Minimalistic, Uncluttered Layout

02 Usability Testing 01

USABILITY TESTING DETAILS

Test Date: March 1 at 7:30 p.m. Location: my personal office Testing Type: Wizard of Oz Participant: Jane Age of Participant: 59 years old Story: Jane and her husband are frequent travelers and enjoy vacationing on a monthly basis. Personality: Jane is very enthusiastic and enjoys helping out. FEEDBACK RECEIVED FROM PARTICIPANT PROS

1. Appreciates the simplistic approach throughout site. 2. Page layout for flight selection was easy to navigate through. 3. Likes the message at the end of booking a flight. 4. Overall, Jane likes the revisions made to the site. She felt it was very "straight to the point" and didn't make her feel lost like Delta's current site. CONS

1. Typesize too small in some areas of the layouts. 2. Difficult to find the buttons to proceed to the next page. MENTAL MODELS

Jane provided familiarity by beginning the sequence of filling in the fields with known information. She responded very content and alter while performing her task. Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Video Link

http://www.youtube.com/watch?v=bGd0DOcZHSw

02 Usability Testing 02

USABILITY TESTING DETAILS

Test Date: March 2 at 9:30 a.m. Location: my personal office Testing Type: Wizard of Oz Participant: Ryan Age of Participant: 37 years old Story: Ryan travels on a regular basis for his company. Personality: Ryan easily adapts to change and is a simple, easy going guy. FEEDBACK RECEIVED FROM PARTICIPANT PROS

1. Likes the revised page layout for selecting flights. 2. The quick links menu option is very efficient with his time. 3. Overall, Ryanâ&#x20AC;&#x2122;s actions indicate he likes the site. This observation is due to his quick ability to navigate throughout the site, I didn't notice anything feeling out of the ordinary to him. CONS

1. (Agrees) Typesize too small in some areas of the layouts. MENTAL MODELS

I noticed Ryan's first impression of the site was drawn into the aesthetic of the background. Ryan provided causality when locating and reading items on the screen. He seemed calm and relaxed while performing his sequence task. Overall, he responded skillful and knowledgeable while navigating through the site.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Video Link

http://www.youtube.com/watch?v=z0oDerjSEUA

Outlook Print Message

02 Usability

https://col124.mail.live.com/mail/PrintMessages.aspx?cpids=2...

User Testing Project for School

Testing 03

From: Jamie Turpin (jmeturpn@hotmail.com) Sent: Sat 3/02/13 10:30 AM To: Megan McCluskey (m_mccluskey@hotmail.com) Hey Megan, I apologize for having to do the user testing via email and skype. It is a challenge for my mini coupe to travel in the snow.

USABILITY TESTING DETAILS

So, since it's through Skype I am noting your actions while you interact with the screen layouts.

Test Date: March 2 Location: Due to receiving 10 more inches of snow, I emailed the interactive pdf to the participant and in return we Skyped while she performed her task. Testing Type: Wizard of Oz

--DIRECTIONS: I've revised Delta's process of booking a ﬂight on their website. Attached is the interactive pdf – the mock-up layouts will allow you to interact with the prototype site similar to a working website. The task will take about 5-10 minutes to do. (start)

Participant: Megan Age of Participant: 28 years old Story: Megan travels weekly for her job. (Basically she lives in two cities and typically uses a laptop or an ipad.)

YOUR TASK IS TO BOOK A FLIGHT On Index Page Of Delta Air Lines 01. Enter your Flight Details (Departure City, Arrival City, Travel Dates, and so forth) 02. Click the Search button >>> Was it difficult to locate the Search button? Selecting Flights 03. Select a Departure Flight and Arrival Flight 04. Click on Seat link to Select Seats 05. Click the Select Button >>> What's your reaction on the size of the type on the layouts? Reviewing Flight Information 06. Review the Dates, Times and Pricing of your Departure and Arrival Flights 07. Click on the number 2 in the Booking Process to Modify your Arrival Date 08. Reselect an Arrival Flight 09. Click the Continue button >>> How did you feel about the ability to Modify a flight on the same page that provided your flight selections? 10. Enter Travel Info – First and Last Name, Date of Birth, and so forth 1 of 2

3/2/13 10:34 AM

Outlook Print Message

https://col124.mail.live.com/mail/PrintMessages.aspx?cpids=2...

11. Enter Payment Method and Details 12. Complete the Purchase by Selecting the Purchase Button >>> Overall, is the revised site easier to use? --Thanks again for agreeing to help me test this site! Jamie 2 of 2

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

3/2/13 10:34 AM

Email to Megan

02 Usability Testing 03

(continued) USABILITY TESTING DETAILS

Participant: my friend, Megan

"I'm a fan of the overall look and feel of the website."

"This is nice." (Having the ability to control the booking procss.)

PROCESS

Round Trip

One Way Where We Fly

Advanced Search

Promo Code

TRAVEL UPDATES

Help

"The Search button isn't hard to locate."

CRITICAL ALERTS

Feedback Received from Participant: PROS

1. Likes the overall aesthetic of site. 2. Likes the ability to control the booking procss. 3. Overall, the revised site is more efficient with Megan's time. CONS

1. (Agrees) The typesize legibility is too small in some areas of site.

NEW YORK, NEW YORK Due to construction, passengers departing from the Marine Air Terminal, or Shuttl e passengers, may experience a temporary rerouting through the Main Entrance to get to Ticketing and the security checkpoint. CENTRAL ROCKIES & MIDWEST WINTER STORM Severe weather will impact travel to, from or through the Central Rockies & Midwest. Check flight status frequently for up to the minute info about your flight plans, or get updates sent directly to your wireless device or email with Delta Messenger. AIRPORT ADVISORY Your time is valuable.Whether you're flying for business or going on vacation with your family, we want to help make your travel experience as stress-free as possible. NEW YORK CITY SCHOOLS The New York City School system has rescheduled the public school's February break. READ MORE >>

MENTAL MODELS

Megan's expressions indicated she was content while forming the procedures of booking a flight. Her movement appeared she was very alert while assessing the site. Overall, she seemed at ease while performing her task.

"I like the location and ability to Modify a Flight Search. This is very efficient with my time." "It's hard to read the type here."

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

02 Usability Test Results

Written Assessments Of Testing Sessions

Key Observations on the prototypes I provided the test users: 1. Modify the type legibility that was too small for the user to engage in. 2. Provide consistency and standard buttons throughout the site. (i.e. search button) 3. Modify the aesthetic design of the background.

ACTIONS – USER 1

Jane's abiity to locate items on the site was exceptional, except the Search buttons. The site provided superior contrast for Jane to read the screens. She recognized the areas where she needed to type in her information. The site's pattern recognition allowed Jane to organize and navigate the site with ease. The sequence of the site by having the most important information at the beginning and the end allowed was very effective for Jane. The last screen of the site was delightful for her due to the pleasant message surprise she received once she accomplisher her task.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

ACTIONS – USER 2

ACTIONS – USER 3

The action Ryan provided on the aesthetic of the background design indicated it could be modified. The Query Input of the Advanced Search was a satisfying surprise for Ryan. (On the Index screen, this was designated as "Quick Links".) The revised chunking of the flight information was effective for Ryan as he read the screens. The refining of the site by reducing the quantity of unnecessary information or noise provided better site usability for Ryan. Overall, Ryan seemed very focused on his task. Ryan’s emotion of being surprised at the end completing his task was humorous to me.

Megan was delighted to have the ability to modify her flight information. Megan commented on the legibility of the typesize in some areas. The organization or chunky of the site was very efficient for Megan to utilize. Megan's ease of performance communicated that the sequence of the site was very functional for her to access.

02 Prototypes

Iterations of Working Working Prototype is Authentic and Expressive

PROCESS

Round Trip

One Way

Advanced Search

Where We Fly

Promo Code

TRAVEL UPDATES CRITICAL ALERTS NEW YORK, NEW YORK Due to construction, passengers departing from the Marine Air Terminal, or Shuttl e passengers, may experience a temporary rerouting through the Main Entrance to get to Ticketing and the security checkpoint. CENTRAL ROCKIES & MIDWEST WINTER STORM Severe weather will impact travel to, from or through the Central Rockies & Midwest. Check flight status frequently for up to the minute info about your flight plans, or get updates sent directly to your wireless device or email with Delta Messenger. AIRPORT ADVISORY Your time is valuable.Whether you're flying for business or going on vacation with your family, we want to help make your travel experience as stress-free as possible. NEW YORK CITY SCHOOLS The New York City School system has rescheduled the public school's February break. READ MORE >>

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Travel may be on other airlines. Terms and conditions apply to all offers and SkyMiles benefits. See specific offer for details, and visit SkyMiles Membership Guide & Program Rules.

Help

02 Prototypes

Iterations of Working

PROCESS

Modify Search Round Trip

One Way

Additional Search Options

Select Flights

ONE PRICE. PERIOD. Ticket prices on delta.com include ticket taxes and government fees.

Departing Flight Depart

Arrive

Flight #

Travel Time

Seat

6:00 AM

10:55 AM

DL 941

3h 55m

$842

$427

07:12 AM

12:13 PM

DL 1108

4h 01m

$842

$427

5:29 PM

11:02 PM

DL 1007

4h 33m

$842

$427

10:10 AM

4:21 PM

DL 1272

5h 11m

$842

$427

3:30 PM

9:57 PM

DL 941

5h 13m

$842

$427

STEP UP TO ECONOMY COMFORT

Enjoy more legroom and priority boarding for as low as $19 LEARN MORE

*subject availability

* additional fees

Returning Flight Seat

Depart

Arrive

Flight #

Travel Time

6:25 AM

9:30 AM

DL 989

4h 05m

—

$427

5:30 AM

9:30 AM

DL 1442

5h 00m

—

$427

5:30 AM

11:39 AM

DL 342

7h 09m

—

$525

5:30 AM

2:32 PM

DL 1442

10h 02m

—

$525

6h 04m

—

$657

4:30 PM

9:34 PM

DL 5064

TERMS & CONDITIONS

Fares, Offers, And Rules Are Subject To Change Without Notice.

Round-trip Prices Per Person Are Shown Below And Are Subject To Change Prior To The Time You Receive Confirmation That Your Credit Card Has Been Accepted. The Total Price Includes Taxes And Carrier-imposed Fees. There May Be Additional Fees For Your Carry-on/checked Baggage And Fees May Differ Per Operating Carrier.

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Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

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02 Prototypes

Iterations of Working

Select Seats

LEGEND Available

Economy Comfort

Preferred +

Unavailable

+Reserved for eligible passengers and select fares. Preferred (Subject to availability ). Seats may be purchased during -in check

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

02 Prototypes

Iterations of Working

PROCESS

Departing City to Arrival City

Total Price

Itinerary

$000

ONE PRICE. PERIOD. Ticket prices on delta.com include ticket taxes and government fees.

DEPART

APR 25

06:00AM 10:55AM

Depart Airport Arrive in City

Flight

04:30PM 09:34PM

Depart Airport Arrive in City

Flight

DL 941

$427

RETURN

APR 28

DL 5064

Final baggage fees will be assessed and charged at time of check-in. Baggage fees may change based on the class of service or frequent flyer status.

Information First Name

Last Name

D.O.B.

Sex

Address

City

State

Zip Code

PAYMENT Card Number

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Exp. Date

CDV

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02 Prototypes

Iterations of Working

Enjoy your Upcoming Travels

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Project Overview Intent

PROCEDURE

PHASE 5: LAUNCH & MONITOR

A comprehensive virtual user experience solution with full interactive capabilities is created that successfully meets standards set by critical usability heuristics.

OUTCOMES

· · · · · · · · · · ·

PURPOSE

PROJECT B, PART 3

After completing this project part, students will be able to: Execute the five phases of software development in an effort to design a comprehensive virtual user experience solution with full interactive capabilities that successfully meets standards set by critical usability heuristics Create a final design presentation that documents the interactive capabilities and design features of the final high-fidelity prototype and that assesses how user-testing findings impacted the final execution.

Jamie Turpin . Professor O’Bryan . GRDS784 . Project B

The final design presentation effectively—and in an engaging manner—documents the interactive capabilities and design features of the final high-fidelity prototype and thoroughly assesses how user-testing findings impacted the final execution. The project part submission meets the given deadline.

03 Task Visualization Timeline

UNIT

Âť

Revised on: 10 Mar 13

B 01

B 02

B 03

1 2 3 4 5

6 7 8 9

Topic Exploration Topic Research Ethnographic Research Personas Scenarios Initial Sketches Development of Low-Fidelity Prototypes Continuation of Low-Fidelity Prototypes Preparation For Usability Testing Development Of Coding, Modeling or Screenshots Creation Of High-Fidelity Prototypes Usability Testing 01 Usability Testing 02 Usability Testing 03 Assessment Of Usability Testing Results Creation Of Final Design Iterations

PLEASE NOTE The task visualization indicated above is based on my knowledge today. It might reflect or change as the project progresses.

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Work In Progress/Developing Worked On

03 Heuristics Usability

VISIBILITY OF SYSTEM STATUS The system should always keep users informed about what is going on, through appropriate feedback within reasonable time. MATCH BETWEEN SYSTEM AND THE REAL WORLD The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order. USER CONTROL AND FREEDOM Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo. CONSISTENCY AND STANDARDS Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.

ERROR PREVENTION Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action. RECOGNITION RATHER THAN RECALL Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate. FLEXIBILITY AND EFFICIENCY OF USE Accelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions.

AESTHETIC AND MINIMALIST DESIGN Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility.

HELP USERS RECOGNIZE, DIAGNOSE, AND RECOVER FROM ERRORS Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution. HELP AND DOCUMENTATION Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large.

Source: http://nngroup.com/articles/ten-usability-heuristics/ Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype Flow Chart

Flowchart of the Virtual User Solution

index phase 1

select flights phase 2

select seats

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

review flight info phase 3

confirmation

03 Prototype High Fidelity

Screenshot of Final Layout

Index

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype High Fidelity

Screenshot of Final Layout

Index

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype High Fidelity

Screenshot of Final Layout

Index

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype High Fidelity

Screenshot of Final Layout

Index

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype High Fidelity

Screenshot of Final Layout

Select Flight

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype High Fidelity

Screenshot of Final Layout

Select Flight

Select Seats

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

03 Prototype High Fidelity

Screenshot of Final Layout

Select Flight

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Review Info

03 Prototype High Fidelity

Screenshot of Final Layout

Select Flight

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B

Confirmation

03 Impact User Testing

Note: To Review Final Project, Open Folder and click on "Start.pdf" Key Observations Received from Userâ&#x20AC;&#x201C;Testing Findings: 1. Modify the type legibility that was too small for the user to engage in. 2. Provide consistency and standard buttons throughout the site. (i.e. search button) 3. Modify the aesthetic design of the background.

The final outcome, of the virtual user experience solution was impacted by the three user tests that were held during Unit 8. The final observations received from the user-test findings: I need to improve on Recognition Rather than Recall, Consistency and Standards, and Aesthetics and Minimalist Design. Moving forward with the design, the 10 Usability Heuristics were achieved in the final design solution. Screenshot of Final Layout

Jamie Turpin . Professor Oâ&#x20AC;&#x2122;Bryan . GRDS784 . Project B