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Editor's Notes

• #4: FOR 3 years
• #5: Audrey introduit le contexte
• #6: I’m going to present you the mission of experience we have made for the redesign of brussels airlines website. A brand is the sum total of all of the interactions between the customer & the products.
• #8: The perception a user has of Bair is determined by his experience across these touchpoints. Web is one of those touchpoints and we had to work on it.
• #9: What we have to do as a IA, usability expert or interaction designer, is to Understand the global user experience What are the different touchpoints? When do they interact with the user? What is their role in the global process? What is the global lifecycle of the relation between the brand and the user?
• #10: In general people making usability are focused on pages? That’s not bad, but go further.
• #11: Think to sitemap, interactions between pages, flowmap, labels.
• #12: But your website is not alone, it is in interaction with others services, websites: the online ecosystem (extranet, intranet, blogs, mobile, search engines, etc)
• #13: But this kis not the end, what you can add is the offline worl (the reral world) that is also in interaction with the online one. This is global experience. The main idea is to work on the site in its environement.
• #14: One of our objectives with Brussels Airlines website’s redesign was to improve the full experience of a customer though its travel journey. Audrey (INTERRESTING NOT ONLY FOR THE WEBSITE)
• #15: OK, now you know what we have done. Lets tell you how we have done it and what we learned.
• #16: Here is the methodology we decided to follow…
• #17: At Emakina, we don’t just build websites. We are also thinking it and optimizing it. In the first one we gather the information In the second one we conceive the pages, the sitemap etc And in the last we test and fix the issues For the Bair v02, we had the chance to use a lot of methodologies. Experience mission was part of this methodology.
• #19: Of course we are the users defenders and we just want to take care of them. But we have a client who has its own objectives and who is the person who knows the best his business. That’s why, for example, we have met the Reward Programm responsibles of Brussels Airlines.  AUDREY: contexte interne
• #20: We have worked on 5 personas. This can help to identify the needs of every target group and take them into account during the conception with scenarios based on these different users’ needs.
• #21: We completely forgot all we knew about taking a plane, booking, etc. We were simply travellers of Brussels Airlines. For this most exciting mission what we have done is to live the Brussels Airlines Experience as a client, customer. We were there just to do it and observe. AUDREY  DEFINITION SCENARIOS We had 2 scenario’s: The first one was: We have seen promotions in the street and we are looking for a low cost flight. We want to make a week end city trip at Prague at the end of the month. We will book online & use the web checkin. We had a luggage and flight in Blight, the (Audrey?) bair ticket. The second was:
• #22: We just made an invetory of the existing content. And defined what you will to remove, change of keep.
• #23: We also made a benchmark. The goal was to extract the best practices of the major competitors.
• #24: Call center issues Surveys Forums Statistics etc
• #26: We have the content we want to put, we need a struture: We had to - Enummerate - Categorize - Structure it To get the sitemap
• #27: One of the most important User Interface component is the menu: You have to display tise sitemap in a relevant navigation system.
• #28: Have to design the grid in which you will put compenents. This will add more consistency in all the pages of the website. The new Bair website will follow this grid.
• #29: This is wireframing fase the blue items are clicable the orange ones are highlights. We worked on the homepage, the subhomepages, the booking engine, the promo finder, etc During workshops: iterative work with the client.
• #30: Functional x Estethic level A designer is going to design it and to challenge it. You can see this is not exactly the same. Audrey do you know why? AUDREY  COLLABORATION AVEC GEORGES
• #31: Now we are going to evaluate what we have conceived …
• #32: Users tests: this is the final check, the final confirmation. We used an eyetracker (a tool to track where people are looking at) and some scenarios (could you tell me if you can fly to Brazil with Bair?, Where would you manage your reservation?, You need to book a seat to Lisbon, where will you go to do that?) Thanks to the eytracker you can track where people looked the most (heatmap) and where they looked firstly (gaze plots). Based on results we made some recommendations
• #33: Now some illustrations …
• #34: Taking a flight is not always nice and easy! Imagine…
• #35: You arrive at the airport. Where is my desk?
• #36: In 5 minutes, this is the rush !!!
• #37: You’re controlled but you’re late !!!!
• #38: Lot of queues, but you don’t have time. You run run and run again. And a very long time to wait the boarding gate to open
• #39: You need your boarding pass because this is a codeshare flight and you have made a drop off … What?!? Ok, that great because I have my passenger ticket and the information must be on it!!!
• #40: Heu I don’t understand everything of this ticket gave by the website…
• #41: These steps can b … For this kind of mission, you need to forget everything you know! Be a kid for some hours. e a real nightmare!
• #42: Discover the world again. forget everything you know!
• #43: For this kind of missions, take a dummy guy
• #44: and a very smart girl!!! More seriously … Be at least 2: Different profile people taking picture of the other
• #45: Because this is a new exprerience for you, take lot of Pics notes Screenshots leaflets
• #47: The time Just thinking «��at this step, what is happening?��»
• #48: The touchpoints What are the opportunities for the website in this travel show? Is it consitent?
• #49: The topics Which products names did we meet during the experience? In this tag cloud, the bigger are the most seen of course.
• #50:  Be honest AUDREY
• #51: During the whole experience we meet what we call «��moments of truth��». The first thing to do is to identify these moments of truth during experience.
• #52: arriving at the border, you realize that you can’t have bottles… but you have a new perfume bottle in your bag… but this is too late. That’s a moment of truth.
• #53: After having identified all of them, you have to find solutions to avoid these moments in the experience. Our solution for this issue was to provide to people a reminder of all the prohibited item WHEN THEY ARE DOING THEIR BAGGAGES. In fact we will provide a travel guide with all the information the user will need from the end of the booking to the return: He will get a document with all the information he will need: VISA, VACCINS, BAGGAGES, AIRPORT, currency, etc  AUDREY 1, 2 et 3
• #54: Let’s take an example to illustrate the impact of our travel experience mission.
• #55: Let’s take an example to illustrate the impact of our travel experience mission.
• #56: Let’s take an example to illustrate the impact of our travel experience mission.
• #57: Another example is the «��practial information section��». This is with the destination section, the part with the most content in the website. Lot of information about baggages, chekin, onboard services, etc
• #58: To structure this content we just use this timeline again.
• #59: Because you know in which state will be the user visiting a certain page, you can adapt this page. For example, the booking engine will not be present on every pages of the website because he is not always there to buy.
• #62: People don’t use the interface your building as you think. Let’s illustrate this. What’s in the users’ mind? SOLUTION: user tests!
• #64: On the project & with users During definition of the products, names, etc
• #66: (users, business, designers, developer, marketers, PM, etc) 
• #67: AUDREY  25%
• #69: Some examples ADSL installation - Furniture remover Energy installation
• #70: Some examples ADSL installation - Furniture remover Energy installation