Abstract
The aim of this study was to identify and compare user experience issues and provide recommendations for the three airline websites. The websites were evaluated through heuristic evaluation and usability testing methods. Based on the heuristic evaluation findings, two relatively difficult task scenarios were generated for usability testing: A total of 168 student users participated in the study. The participants' performances for user testing were evaluated in terms of task completion time, success rate, and number of page views by a remote usability testing tool, Loop11. Additionally, a post-test questionnaire was administered online. Statistical analysis results indicated a significant 'website-design' effect on task completion times. Overall, the task completion time significantly varied among the three airlines. Notably, 'gender', 'education level' and 'internet use frequency' had no significant effect on task completion times for both tasks. Re-design recommendations are provided for a sample of cases.
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