PROJECT DETAILS

In this case study, I first perform a standard heuristic evaluation, combined with heuristics for mobile applications. The mobile heuristics are used in addition to standard heuristics for the evaluation of the Air Canada app because it is a mobile app and their specificity for diagnosing potential usability problems in mobile apps. Next, a customer journey map is developed and described to improve a user’s experience, mapping their process of booking a flight. Lastly, based on the heuristic evaluation and customer journey process, I provide selected design suggestions to ultimately improve the user experience of the Air Canada app.