In the second project this academic year we’ll be focused on choosing an existing app, with a goal to redesign it and improve the existing user experience.

This time I’m in a group with Andrè, and because it’s just two of us, we thought it wouldn’t be useful to just divide the tasks. That’s why we decided to do all the work together, so both of us can have a better knowledge of each step of the process. 

We decided to redesign the Aer Lingus mobile app because we found a huge number of bad reviews on both App Store and Google Play. Even though the users were mostly complaining about the app crashing (which we cannot fix), we found out that they were missing booking the “multi-city” trip via the app.

Reviews - App Store
Reviews, source: App Store


Reviews, source: Google Play (Aer Lingus)

Some of my colleagues were also complaining about the app not being completely usable, so I found that as a challenge and also as a good opportunity for usability testing afterward, from the people that use this app often.

Project Management

Andrè created a project management timeline with specific start dates and deadlines, and goals of what we should do during this project. This helped us significantly because we had a clear picture of when and what to do in every moment, even though I would prefer to have smaller steps highlighted in each stage.

The project plan with tasks and milestones on the half-way
Project Plan
The project plan with tasks and milestones at the end


As I started with writing the blog and describing our process, I felt we need something containing more details and showing a better picture of our work so I created our timeline containing important milestones.


Click on the image will take you to an online version


Most of the time we communicated through Slack, but we also used shared Google Slides to exchange materials and ideas. Collaborative tool, Figma, turned out to be a good solution not just for designing and prototyping, but also for creating personas, customer journey maps, “as-is” scenarios etc.


Using Figma for Personas & Empathy maps


We also created a DropBox shared folder which we mainly used for the usability testing materials and videos. 


User Problems

Focusing on our user’s goals and the reasons why they use the Aer Lingus app, and what do they expect while using it helped us to create the product they’ll hopefully enjoy to use.


What jobs do they want or need to get done?

Apart from booking the return flight, users also want to book a multi-city trip via Aer Lingus mobile app.

How will we know they were successful?

Having in mind that this feature is not currently available on the mobile app, we will know that they are successful when they actually book a multi city trip by Aer Lingus app.


What do they need to do differently?

If they want to use this feature, they have to visit the Aer Lingus desktop site or open another competitor’s app.

What consequences are caused by these?

Losing the profit for Aer Lingus because they cannot provide this service to customers that only use a mobile app or for those “on the go”.


Problem statement
Problem statement


Please continue reading, follow on to the next step User Research 


Cooper, A., Reimann, R., Cronin, D., & Cooper, A. (2014). About face: The essentials of interaction design. Indianapolis, IN: John Wiley and Sons.

0 - User Research Methods
2 - User Research