A structured mobile app usability testing and UX optimization program doubled engagement and increased user retention by 15% for a major Gulf airline.
Client
Transforming the Digital Experience for a Global Airline
The client is a major Middle Eastern airline with strong international reach across 120+ destinations. To strengthen its digital customer experience, the airline sought mobile app UX design improvements, supported by mobile app redesign services, to modernize its traveler-facing ecosystem.
Challenge
Usability Barriers Affecting App Efficiency and User Satisfaction
- Identifying and resolving issues uncovered through mobile app usability testing.
- Ensuring the app meets traveler expectations for reliability, speed, and intuitive workflows.
- Reducing cognitive load and minimizing user errors during key tasks such as booking and check-in.
- Creating a seamless multi-channel travel experience across mobile and digital touchpoints.
- Improving engagement through intuitive design, consistent UI patterns, and simplified interactions.
- Strengthening user satisfaction metrics by improving task flows and eliminating friction.
Solution
Comprehensive Usability Assessment and Mobile App UX Optimization
Hexaware conducted a six-week usability assessment combining heuristic reviews, structured evaluation cycles, and usability scoring frameworks to improve app performance and design efficiency.
Loading Screen
- Simplified animations and meaningful status titles.
- Improved navigation behavior during loading and search workflows.
Home Screen
- Reorganized menus to highlight high-priority actions.
- Primary actions surfaced upfront; secondary menus moved under the hamburger menu.
- Clearer and more purposeful menu naming.
Bookings Module
- Improved header alignment and consistency.
- Displayed passenger details and removal options.
- Enhanced prompts and copy-paste support for booking retrieval.
Booking Confirmation Screen
- Upfront mail sharing option.
- Redesigned icons for clearer user actions.
Benefits
Higher Engagement, Better Efficiency, and Stronger User Satisfaction Metrics
- 2× increase in mobile app engagement.
- 15% increase in user retention.
- Reduced user frustration and fewer errors.
- Faster task completion and stronger user satisfaction metrics.
Summary
A Usability-Driven Path to Better Customer Experience
Through structured mobile app usability testing, UMI framework-based scoring, and targeted improvements across traveler journeys, the assessment identified opportunities to enhance app usability, performance, and design.
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