Photo by Thomas Richter on Unsplash   -   Slogan by eDreams

01_ The brief
The objective of the project was to improve the booking experience that comes once the flight search & selection process has been completed by the customer.
They provided us with an assumed hypothesis that combining all the selections in a single page would enhance
the performance of the ‘booking process’.
We decided to take this one step further and make it, also, a delightful experience.
02_ Analysis
During our analysis of the booking process, we encountered three main pain points:
03_ Hypothesis
With the result of the analysis in mind, we came up with our hypothesis:
Testing
After comparing 8 different airlines with the same step in the booking process and asking related questions, we obtained the following result: 80% of the people think that having a navigation bar makes the process “easier to handle” and them feel more in control of the information.  
Take outs
Introducing a navigation bar and a progress indicator is necessary to improve the customers' experience.
If, like eDreams previously explained, customers book one flight a year, then the booking process should be clear enough not to get lost during the process as well as delightful enough so that they will come back.
04_ Insights
With those definitions in mind, we went deep into analyzing the booking process. Very deep.
We came up with some insights:
Insight 1
The constant closing and opening of the keyboard makes it harder to navigate. Even if the keyboard takes only 0,2 of a second to open, the time adds up and amounts to a waste of time.
Insight 2
Users would be willing to complete lots of steps as long as they know in which step they are and how many steps are left to finish.
Insight 3
When booking a flight, every incorrect information that needs to be changed can be punished with a fee.
05_ The solution
Our proposal is composed of three main parts, based in our research:
1. Merging the three original main steps into one seamless process flow: a horizontal one-pager.
2. Introducing a clear signposting: a main navigation bar with icons and a secondary bar with substeps.
3. Going as simple as possible: asking one question at a time so that the user can focus in that answer.
Main components of the new navigation
Finally, how we imagined the micro interactions, animations and transitions:
That's all, folks!
Thanks for watching :)

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