British Airways recognised the competitive importance of the web as a channel for direct sales, particularly for packaged trips that included hotels, car hire and events as well as flights. With their relentless focus on user experience, BA wanted to develop their designs through multiple rounds of testing.
Join The Dots conducted user testing at each stage of the design and development process. Working alongside BA’s user experience team, we were challenged to include users from BA’s key international markets cost-effectively, while working to an agile development timeline. Beginning with concept development, through paper prototypes to the finished product, the team used a combination of focus groups, face-to-face and remote user tests.
By involving users at each step of the process to streamline the journey and improve the customer experience, BA were able to deliver an end product which delivered against their key financial objectives. Soon after launch, the website won the user-nominated Travelocity award for best travel website.
For more information about this project, please contact Sarah De Caux