The goal of this case study was to truly understand diverse user experience problems the Air France mobile app has, and ultimately, to solve these issues by designing more accessible and user friendly interfaces.

Role

Team

Timeframe

Tools

UX Research
Interface Design
Prototyping

Spencer

14 days

Figma
Photoshop

9:41

Tuesday, 23 June

Made in Webflow screenshot inside phone mockup

Design Challenge

Air France’s mobile app has many issues with their usabilities, such as their unmotivating and complicated In-app flight booking process, and their unclear design language. Another challenge was how to improve Air France’s customer service by redesigning their mobile app.

User Research

traveler1

02/05/2019

I saw the app had some bad reviews, but I figured I would se it anyway. It really is a simple concept, but I had the worst experience ever. First off I had an awful experience...

maxamillion14

06/29/2020

The Air France app is poorly designed and slow to load, making it a hassle to book flights and manage reservations. It also lacks basic functionality and frequently crashes, making it an overall frustrating experience for users. Will never use this again.

highflier333

10/12/2022

I used to love flying with Air France, but their app has just become to long of a process to use. I want something that is quick and easy to book a flight on...

airfranceguy9

03/11/2022

App filled with glitches, errors, and crashes. The interface is confusing, and the app is slow and unresponsive. It's almost impossible to book a flight or manage your reservations without encountering frustrating technical issues.

frankieflies2201

06/15/2022

The customer service and booking process of air france is the biggest pain in the butt I have ever experienced. I will not be flying them again or ever using this app.

egyptman1

04/19/2021

App is sluggish, unresponsive, and packed with bugs. The user experience is abysmal, with a confusing layout and poorly designed features. The app crashes frequently, leaving travelers stranded and frustrated. Avoid it if possible.

User Flow

The current app has a complicated booking flow, making the process incredibly frustrating and inefficient.

10 screens is simply too many!!

Solution

I solved the problems in a more design-focused manner. After conducting market researches, I considered three main components which made for a negative user experience, these being: Complicated User flow and lacking design consistency.

As the solution, I shortened the flow from 10 screens to 5 screens,and built a clear hierarchy system.

Old

More welcoming home screen to greet the user.

Replaced clutter and picture with simple and clean visual design.

Call to action buttons are now in red, navy, and grey to represent company colors.

New

Updates

Conducted a second usability test and the user tried to click out of the menu by not using the "X" button and it didn't work. As a result of this, we went back into the prototype and added the menu as an overlay, which now allows the user to click outside of the menu to exit it.