Project Overview
This project involved creating an affinity diagram to organize and analyze UX research findings in the airline industry. By categorizing user pain points, behaviors, and needs, the diagram helped identify key themes to improve the digital experience of airline websites and apps.
My Role
I led the affinity mapping process, synthesizing research insights and grouping them into meaningful categories.
Methods Used
- Methods: Affinity diagramming, qualitative data analysis, user research synthesis
Design Process
1. Data Collection & Organization
Collected user feedback, usability testing results, and competitor insights. Grouped similar findings into broad themes.
2. Categorization & Key Themes
Organized insights into clusters, revealing patterns in:
- Navigation & Usability
- Booking Process Frustrations
- Mobile Experience & Responsiveness
- Customer Support & Communication
3. Insights & Refinements
Refined themes to highlight the most critical UX issues across airline platforms.
Outcome
The affinity diagram provided a clear visual representation of user pain points and opportunities, guiding UX improvements in airline digital experiences.