USABILITY STUDY
Unmoderated Remote Usability Test and Report
ROLE
UX Research, Analysis
EXPERTISE
UX/UI Design
YEAR
2024
The goal was to identify challenges in the checkout process for Delta Skymiles Members.
Timeline
From user research to final report in 2 weeks
Background
Paying for a flight with miles is not the elevated experience Delta Airlines aspires to create with its SkyMiles program.
This report provides suggestions for a frictionless process.
Conducted unmoderated remote usability tests with 9 participants who completed 4 tasks. Synthesized results from our observations to inform our recommendations.
Research & Usability Testing
Researched Delta website and created a hypothesis. Prepared user interview questions and completed our test on the Userlytics platform.
Analysis
Compiled our observations in a rainbow spreadsheet, identified patterns in data.
Synthesis
Prepared recommendations based on user feedback, prepared report.