Project
A moderated usability test for a travel booking website, testing hypothesized friction points for real users.
Challenge
I hypothesized a travel booking site had numerous navigational issues. I wanted to find out whether predicted pain points in the travel site's flow (finding cheap flights, hotels, and account information) actually caused friction for real users, or if my assumptions were incorrect.
Goal
Design and run a moderated usability study over Zoom by observing three participants completing real tasks on a travel booking site without interference to capture authentic behavior, time on task, and think-aloud reactions.
Result
All three participants struggled with the exact tasks predicted to be difficult, validating the initial hypotheses. Task completion time consistently exceeded expectations, and the post-test ratings confirmed the struggles participants experienced in real time. The results reinforced how much user behavior can diverge from assumed design logic, even with seemingly simple booking flows.