Flying can be a turbulent experience, so when an easyJet customer has a question about their flight they want an accurate answer quickly, without fuss.
There was a lot of detailed information on easyJet's customer services portal. However, it wasn't always easy to find or digest, and the user journeys were too complicated.
The main objectives were to:
- Determine where improvements could be made to the overall ease-of-use, efficacy and proposition of the new easyJet website
- Gather an understanding of user expectations and opinions of the site
- Find out how well the site navigation supported users in their main tasks