his was a real life incident how one can improve software usability. My father in law is 73 years old and learnt using computers when he was 69. Even though he learnt computers at such late age (was a practicing doctor and had very little dependence on computers - I salute his spirit to learn something new at that age.). He requested me to help him in booking flight tickets for him. Indigo is a very popular airlines and has good connectivity between Bhubaneswar (where my father in law lives) and Bangalore (where we live). As I guided him through the ticket booking process, I discovered how we IT literate folks make systems so complicated for no benefit of anyone. User gets frustrated and we spend money in maintaining a complex system. This reminded me the observation technique which we study but we hardly apply.

1. HOW NOT TO
DESIGN A USER
FRIENDLY WEBSITE
LN MISHRA
ADAPTIVE PROCESSES
LNMISHRA@ADAPTIVEPROCESSES.COM

2. This is such a vital info –
why it is so small?

3. LOGIN PAGE
Should ask for login
Login name can be 9880647936
Do we really need a password? Anyway the person will pay
us – we are not paying.
Can show past transactions – most people would repeat their
travel

4. Could have been defaulted
from last travels?

5. LOGIN PAGE
Should ask for login
Login name can be 9880647936
Do we really need a password? Anyway the person will pay
us – we are not paying.
Can show past transactions – most people would repeat their
travel

7. FLIGHT SELECTION
This could have been done automatically by the person’s
preference
Many business travelers may prefer to travel early morning
and return later evening
Casual travelers may prefer travel during day
Make the most preferred flight in green

8. Most preferred flight should
be permanently highlighted
This could be hidden based on user
preferences

9. ADDITIONAL SERVICES
This could have been set as a preference option itself
This is where my father in law confused by seeing so many
options
Do not clutter web-site unnecessarily
The option to agree could have been much bigger or a pop-
up
Does anybody ever disagree to terms published?

10. ADDITIONAL SERVICES
Once the user agrees to the terms it should go directly to
next page – why the need to press another button to
Continue?

13. When you are taking extra
money – This must be
prominent. Current design
looks like you are taking
money without knowledge of
the customer.

14. ADDITIONAL SERVICES
This contribution of Rs.100 goes to whom?
Seems like a method just to cheat less mindful customers

15. Why such long scroll when
40% of the screen is just
blank?

17. Use space judiciously to
optimize space.
Any scroll causes user dis-
comfort.

18. REVIEW BOOKING
Long scroll – Can’t the page be not optimized to avoid
scrolling?
Why the likely next button is not chosen automatically?

20. PAYMENT
Payment methods can be defaulted from User preferences
Could not go back to Review booking from this page

22. HAVE SOME INTELLIGENCE
Why can’t the system know the state from the Pin-code?

23. Where is the button to pay?

24. PAYMENT BY NET
BANKING
Where is the button to pay – Need to scroll when 70% of the
page is plain blank

25. Found it – after a long scroll.
The control used less than
10% of space

27. WHY DOES THE WEBSITE GUIDE
ME?
Why is the expected button not high lighted automatically?

29. AFTER LONG 15 MINUTE
PROCESS…
Oops…now my session is expire after entering tons of data?