Usability analysis of the Lufthansa and Alitalia websites

Juri Strumpflohner

Matthias Braunhofer

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Content

Overview of the webpages

Target users

Analyzed scenarios

Methodologies

Evaluation examples

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Overview of the webpages

Alitalia Lufthansa

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Target users

Normal user booking holidays

Business users

Users with disabilities

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Analyzed scenarios

Search for flights

Book a domestic and international flight

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Methodologies

Universal usability analysis

„Can you break it“ analysis

Scenario evaluation against 8 golden rules

Competitive testing analysis

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Universal usability analysisAlitalia

Good

• Cross browser and OS compatibility

Bad• Internationalization

• No consistency among pages

• No assistive features

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Universal usability analysisAlitalia – Internationalization

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Universal usability analysisLufthansa

Good• Internationalization

• Consistency among pages

• Cross browser and OS compatibility

Bad

• No assistive features

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Universal usability analysisLufthansa - Internationalization

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„Can you break it“Alitalia

Unable to change country once remembered

Broken links and images

Filter flights

Appearance problems

W3C HTML validation

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„Can you break it“Alitalia – Change country

http://www.alitalia.com

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„Can you break it“Alitalia – Broken links

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„Can you break it“Lufthansa

Buggy translations

W3C HTML Validation

W3C CSS Validation

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„Can you break it“Lufthansa – Buggy translations

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Scenario evaluationAlitalia - 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

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Scenario evaluationAlitalia – Error notifications

Selection causes an errorError notifications

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Scenario evaluationAlitalia – 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

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Scenario evaluationAlitalia – Permit action reversal

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Scenario evaluationLufthansa - 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

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Scenario evaluationLufthansa – Universal usability

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Scenario evaluationLufthansa – 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

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Scenario evaluationLufthansa – Error notifications

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Competitive testing analysis

Lufthansa Alitalia

Universal usability

„Can you break it“

Search for flights

Book a flight

7 1 5 3

7 1 6 2

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Thank you for your attention!