Issue Heuristic Violated Issue description Potential solution 1 Match system / real world Cannot select all London airports - it doesn’t appear as an option List “all London airports” as an option 2 User control and freedom If a departure airport hasn’t been correctly entered (see above) when prompted to correct, it clears both departure and arrival fields. Cannot Undo ! 1- persist correct entries when prompting to amend incorrect ones. 2- provided an “undo” 3 Match system / real world Doesn’t appear you can select to see flight if you don’t select a specific date. Only when specified can user see dates either sides. Provide option “I don’t have specific dates” 4 9 On a date with no flight, it shows four possible reasons why they might be. Provide specific information 5 error prevention Allow user to select a ‘from” departure location that doesn’t have flights to the desired location (ie. I know where I want to fly to, not frim) give option of first selecting the destination. 6 error prevention Allow user to select a date with no flights Prevent users from selecting data that do not have flights. Evaluator: 2 Issue Heuristic Violated Issue description Potential solution 1 User control and freedom cannot select ‘London” allow group of airports 2 error prevention Doesn't allow me to select destination first group airporst? 3 visibility of system status when I select destination first, then an origin airport that doesn’t fly these, it clears the destination with no warking Gives better user feedback 4 aesthetics and minimalist design very small test for “< 16 childrens and < 2 infants 5 visibility of system status no info of what’s happening with a message saying “loading, please wait” replace by “searching for flights” 6 showing “booking summary” before I’ve selected anything or chosen to make a booking 7 User control and freedom Search? Give me control 8 aesthetics and minimalist design Showing “sold out” symbol when no flights are sold out only show the symbol when needed. 9 flexibility and efficiency of use, User “insure option” selected by default
control and freedom 10 Match system / real world “insure option” is tied to country of residence. 11 Match system / real world Don’t insure me” hidden between Denmark and Finland 12 flexibility and efficiency of use Force users to register to complete a booking Allow guest bookings. Evaluator: 3 Issue Heuristic Violated Issue description Potential solution 1 weird control for destination selector - not clear which airports are connected, can’t do multiple airports 2 visibility of system status No idea how many results there are. Shows 15 items - are there 15? 3 Match system / real world Roundtrips? what does that do? 4 consistency and standards menu totally change when I go to the booking step 5 consistency and standards Tabs aren’t clearly expressing progress 6 “don’t insure me” is stupid 7 User control and freedom can’t go back in booking process: 8 aesthetics and minimalist design flow is interrupted with tasks irrelevant to the booking process. remove all the crap they are trying to sell 9 visibility of system status option “play to win” add costs silently. Don’t know things are going to cost clearly. Make it “opt in” Evaluator: 4 Issue Heuristic Violated Issue description Potential solution 1 Match system / real world “find” your flight. Have I booked it, ot not? rename to ‘book a flight” 2 Consistency and standards when editing “Find my flight” options, the UI is different Re-use the same controls / layout. Also, keep the same action button “search” rather than “find”
3 Match system / real world, aesthetics and minimalist design Label “3 left at this fare” is confusing and ambiguous Reword or remove altogether. 4 Match system / real world, Consistency and standards Label “optional charges excluded” is unclear. what are optional charges? Add a link to additional information regarding what optional charges are and if I need to pay them 5 aesthetics and minimalist design unnecessary drop-down list (1 adult ,83.99) it repeat info already available Just remove it. 6 booking extra seat - I have to type names as “extra seat 1” and “extra seat 2” this is confusing Make it a control with check box. 7 Label “we offer SSL technology to protect your personal information” show me more via a link 8 label “Tick the box to reserve special assistance” isn’t an elegant way to present the information Reword and shorten the label. 9 too much text and info in the “baggage allowance page” (from the T&C) Access from “manage my booking” rather than T&C + reword with simpler words. Evaluator: 5 Issue Heuristic Violated Issue description Potential solution 1 Match system / real world “don’t insure me option is listed amongst the countries. Separate the option from the countries of residence. 2 aesthetics and minimalist design Information which is irrelevant or rarely needed is shown (rarely book car or hotel via flight provider) eg. “play to win” Allow user to easily skip sections which are not relevant, or to specify up front what they are interested in. 3 flexibility and efficiency of use no option to save the flight so I can’t return to it without re-entering the details. provide “favourites’ or ‘save flight’ option. 4 visibility of system status Cannot amend previous steps in the process. It is unclear what ‘back’ will do. 5 Match system / real world Baggage allowance doesn’t appear to be in the FAQ, but it’s in fees Provided info in FAQs, as a ‘free allowance” wouldn't be considered as “fee” Evaluator: 6 Issue Heuristic Violated Issue description Potential solution 1 visibility of system status didn’t see change of screen after clicking “plan trip” - it didn’t visibly reload
7 recognition rather than recall Baggage allowance is hidden unless I choose to check in bags. I don’t know what the hold/hand baggage is 8 Match system / real world Costs for bags are given in GBP. Could be ? 9 Match system / real world Adding bags gives you airport codes rather than full names. 10 consistency and standards, error prevention “Cancel” from adding bags clears them. Not expected. 11 recognition rather than recall Modifying bagggage doesn’t tell you which. 12 error prevention Mandatory fields aren’t labelled. I only know I’ve made an error when I submit. 13 aesthetics and minimalist design tools presents me with a lot of stuff I don’t need / want 14 error prevention top row is disabled when submitting forms with errors. 15 Consistency and standards top row changes when I move from “home” to “booking” 16 flexibility and efficiency of use typing doesn’t accelerate - grouped by country - typing “london” gives no hints. 17 error prevention Ask for details not required - you can switch through options and lose details already entered. 18 Match system / real world Uses numbers rather than months