Producing user friendly and satisfying products results from a thorough understanding of user needs. Highly innovative software companies have understood that User Experience Research, also called Ergonomics or Human-Computer Interaction, is key to gathering invaluable insights from their users to drive design from the earliest stages of development, resulting in highly efficient IT tools. Also, we implicitly review requirements relative to health and safety.
At Amadeus, User Experience is crucial and goes alongside product functionality and performance. This is why we have set ourselves an ambitious goal for our next generation business-to-business and business-to-customer products: to develop the most usable graphical interfaces based on the findings of research carried with end-users around the world.
The Amadeus User Experience research team follows a four-step reiterative approach to answer Product Management requests, from Research to Guidelines:
Target users are identified and protocols are built which include the research techniques to be used and the material to be tested; including live products, interactive prototypes and conceptual mock-ups.
User sessions are run either in our state-of-the-art user lab or directly at the user's premises (ex. airline office, travel agency). To guarantee neutrality, a large number of sessions are run by a third-party Usability Expert company.
User's reactions and expectations as well as errors and misunderstandings are analysed to evaluate the screen layouts, workflows and general interaction.
As a result, the findings of the research are translated into usability rules and recommendations which are known internally as User Interface Guidelines. The Amadeus community as a whole is responsible for making sure that products comply with these guidelines.
By investing in User Experience Research, we are ensuring our products can reach the level of productivity and user-friendliness expected by our users and customers. Moreover, by applying this upstream reiterative process, we are able to creatively explore ideas before big technical investments are made, thus avoiding expensive and time-consuming redesigns later on.