Please note: this is a fictitious case.
After analyzing the Lufthansa Help Portal site, I noticed inconsistencies not only in the design, but also in the tonality and look & feel of the site. So I decided to restructure it and give users a better orientation on the site.
Overview
“Help & Contact” is a place where users can find support when they have a problem or question. In this context, passengers seek help before, during or after their flight. Why is this important? Passengers should be able to resolve their problems and/or questions as quickly as possible. This makes the flight experience better for everyone and allows the airline to offer better customer service, which greatly increases passenger satisfaction.
Process and time gaps
Summary: Problem statement
Of course there’s not always time for every stage of the human centered design process. Sometimes I don’t have time to create an affinity map but maybe there is a little bit of time for a persona to really empathize with my target group and who I am designing for.
For various reasons, the Help & Contact page is not yet optimally structured.
Difficult Navigation: Navigation is crucial in order to give users the opportunity to get help as quickly as possible. The Hamburger menu provides a quick overview of the various sections. Help & Contact is missing there.
Design Conventions: The icon in the header could remind the user of a chatbot function. It is important to follow certain design conventions and guidelines in order to prevent confusion.
Poor responsive design: If users access the help page on their cell phone or tablet, they are immediately confronted with a flood of information in a number of chords. As a result, they can quickly lose track and have to scroll a lot.
